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Providers of private luxury at-home care; supporting our clients to live independently in their own homes - just how they want to.

A Head of Growth is responsible for the entire customer lifecycle. To gain and to positively influence customer acquisition, customer conversion, customer retention and customer lifetime value = service and sales

Job Purpose

To ensure that both offices are meeting strategic forecasting in sales, client head count, hours, TO and profitability.

Role

Oversee and manage the growth of the business by managing incoming leads, generating client leads that develop into new clients, and identifying and assessing existing client needs to achieve the best possible service in both Charnwood and West Bridgford operations. Continue to be a leading presence of Home Instead in the community, ensuring the ethos and brand are maintained, ensure decisions are made with balance of quality care and business choices in order to run the business for long periods of time without owner presence making final decisions where needed for the SLT and Head of People / Head of Quality.

Service and Product Offering

• Review our service and product offering Bi Annually:
  • Our Client Promise
  • Confirmation that we are delivering on our client promise
  • Our price point and offering
• Review our competitors service and product Bi Annually to ensure we continue to offer ‘the best’ that this is quantifiable and reviewed
• Update our key facts / client ‘prospectus’ sales pack and pricing list Bi Annually
• Review our client base (client analyse report) quarterly
• Ensure our service is offering the cherry on the icing on the cake
  

Supply Management and Lead Generation

Ensuring the growth of the business, by developing existing RNP relationships, creating and forging new ones business and by supporting and mentoring BDMS/Ops Managers to do the same.

• Create and deliver a strategic networking and lead generation plan for 2023/4
• Identify and develop new areas of growth – product
• Identify and develop new areas of growth – postcode / location
• Drive Lead generation through networking ad developing key RPNs (target 24 per week)

Manage Leads, Client Sales and Upsell

• Monitor Client enquiry process and ensure all follow up complete and meeting KPI requirements - increased analysis of enquiries and source, conversion rates, consultation rates and effectiveness.
• Work on engaging with the client on the customer journey much sooner in the ‘need’ bases, i.e. as an extension to a cleaner initially that we can then build on
• Develop and keep abreast of new innovation projects ie Home Sense and to prolong the life of a Home Instead client and prevention of residential.

Live In Focus

• PROJECT LIVE IN
• Create growth plans and lead generation for live in
• Deliver to plan live in 2023/4 figures
• Create Live in focus and dedicated department in next 12 months
• Ensure a sales review of current packages and consideration is being also given alongside a quality and care review at least 6 monthly.

Reporting / Stats and Finance

• Create annual forecasting plans – sales
• Create annual Budgets
• Responsible for delivery of top line sales and spending – in turn profitability
• Efficiency projects to reduce spend and overhead
  • Cost saving projects operationally
    • Margins
    • Mileage
    • Wages
    • Travel times
    • Capacity reports
• Monthly top 6 reports, pull off analyse for SLT meeting
• Monitor P&L expenditure / overheads and margins report complied for director review
• Oversee - invoices, upload to Eazipay and reconcile (add client mileage and expenses)
• Compile monthly scorecard for national office
• Produce monthly P&L
• Manage Xero functionality.
• Oversee CAREGiver payroll

Other

• Final escalation for client complaint, concern, HR
• Mentor and develop the performance of the key players across the team as an approachable and reliable source of information and advice to all
• Directly line manage the performance of Operational / BPM roles and Finance Roles within the business
• Management of Head of Quality: Client Experience
• Monthly KPIs and report summary back to Director.
• Quarterly and annual reviews.
• Over see 10.00 Monday meeting is conducted and 10.00 Friday meeting
• Plan an agenda for monthly team meeting, write up and follow up through actions, drive all through KPIs to achieve agreed objectives.

If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you.

We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment. This role is subject to DBS enhanced disclosure.