Customer Relationship Manager (CRM)

Job Introduction

Single description (external)

It’s not just about filling a bed. It’s about shaping the experience someone will call home.

We’re looking for a thoughtful, organised, and emotionally intelligent Customer Relationship Manager (CRM) to join our team at Willowbrook View, part of the Connaught Care Collection — a luxury, all-inclusive care home group where sales isn’t about pressure, it’s about people and experiences.

With six beautifully designed homes open and six more on the way, Connaught is one of the UK’s most ambitious and forward-thinking care providers. But no matter how stunning the surroundings, the first true impression is always you — the voice on the phone, the calm reassurance in an email, the steady guide through a big life decision.

What You’ll Be Doing:

• Respond to all new care enquiries with warmth, precision, and empathy — by phone, email, and in person
• Carrying out your own well-planned External Business Development strategy
• Guide prospective families through the journey from first contact to move-in, answering questions and removing friction along the way
• Track all leads and interactions in our CRM system (Care HQ) with care and accuracy
• Liaise with Home Managers and other key stakeholders to ensure seamless follow-up and an exceptional resident experience
• Analyse enquiry trends and conversion data to identify opportunities for improvement
• Support marketing activity with insight and initiative — you’ll understand what people are looking for, even when they don’t say it out loud
• Be the calm, confident presence that families remember long after their first call

What You’ll Bring:

• Experience in customer relationship management or care sales (hospitality, healthcare or high-end service sectors preferred
• A natural empathy and clarity of communication — written and verbal
• A detail-driven mindset and the ability to keep systems beautifully updated
• Confidence using CRM tools and Excel for tracking and reporting
• Grace under pressure — because sometimes people enquire in moments of stress, and you’ll know how to meet that with calm
• An understanding of life in a care home

Why Connaught?

Because at Connaught, we believe sales should never feel like sales. It should feel like support, like safety, like someone finally saying, “You’re in the right place.”

You’ll be part of a team where people, not targets, come first — and where your work makes a genuine difference, every single day. We’ll support you to grow, lead with heart, and Live a Life More Extraordinary too.

Pay: £53,000 per annum + uncapped commission from day 1

Holiday Entitlement: 34 days (including bank holidays)

Benefits Include:

• Industry-leading pay
• Paid breaks
• Free on-site meals
• Free uniform
• Free DBS check
• An annual health check MOT
• Annual Pay Reviews
• Structured training and progression
• BLC reimbursement
• Access to a 24/7 GP
• Enhanced EAP with up to 10 free counselling sessions
• Salary sacrifice schemes (pension, childcare, grocery, EV and more)
• Life insurance up to 4X your salary
• Digital CBT access
• Leadership coaching
• YuLife rewards (get rewarded for walking, meditating, even doing a puzzle!)

…and more.

-All applicants must be able to demonstrate their right to live and work in the UK
-We cannot sponsor at this time
-This role is subject to an Enhanced DBS check

Job Type: Full-time

Benefits:

• Company pension
• Employee discount

Work Location: In person