About Our Client
Our client is a national leader in home and center-based healthcare services, dedicated to enhancing the lives of children and families affected by developmental disorders and disabilities through a family-centric approach. Operating in over 30 markets across multiple states, our client is recognized as one of the largest providers of its kind in the country, with locally managed teams of specialized professionals.
Position: Vice President of Client Experience (VPCE)
The Vice President of Client Experience (VPCE) oversees the client onboarding process, from lead generation to the start of care. This executive will generate qualified leads through digital, mailing, and on-the-ground marketing campaigns and develop strategies to convert leads into clients, optimizing return on investment. Key responsibilities include managing digital marketing, ad placement, and market spend distribution, as well as overseeing the daily operations of the inside and outside sales teams.
Reporting Structure
The VPCE reports to the President and is a member of the senior leadership team. This executive is supported by a Manager of Marketing and manages the marketing agency partnership. The VPCE leads the client services team (inside sales) and the physician liaison team (outside sales/physician referrals), which includes a manager, six client services coordinators, and one physician liaison.
Location
This is an on-site position located at the company offices in Deerfield Beach, Florida.
Key Responsibilities
- Generate client leads through paid digital marketing, organic digital marketing, email campaigns, and referral source meetings.
- Utilize digital marketing analytics to optimize budget spending for lead generation.
- Develop regional marketing strategies to increase qualified leads.
- Manage the marketing budget based on lead generation, cost-per-click, and regional market fluctuations.
- Maintain and improve lead conversion rates.
- Evaluate website traffic, click-through rates, cost-per-click, and impressions.
- Create and manage website content and improve SEO.
- Identify qualified leads and adjust marketing strategies accordingly.
- Drive census growth and provide leadership for new business development and brand awareness.
- Enhance workflows for new client processing while maintaining high levels of client service.
- Lead the Family Liaison team to develop physician relationships and drive client referrals.
- Collaborate with the Manager of Client Services to improve responsiveness to new clients.
- Manage and report key performance indicators, assessing the success of marketing campaigns.
- Oversee lead generation programs for client admissions growth and report on key metrics.
- Analyze brand awareness activities and partner with a marketing agency to increase brand recognition.
- Gain in-depth knowledge of the company’s history, operations, and plans.
- Identify business risks and opportunities and develop strategies accordingly.
Qualifications
- Minimum of a bachelor’s degree; advanced education is a plus.
- Experience with Salesforce Sales & Account Management Modules.
- Proficiency in leveraging IT/ERP systems (Salesforce experience preferred) to optimize business operations. Experience with system deployments or upgrades is advantageous.
- Experience in a growth-oriented service-related company.
- Strong business analysis skills and hands-on leadership.
- Availability to travel up to 15% of the time as a company representative.
- Ability to excel in a results-driven entrepreneurial environment.
- Ability to perform effectively as both a player and a coach.
- Highly developed teamwork and collaboration skills.
- Strong written and verbal communication skills.
- Strong organizational skills.
- Proven relationship-building abilities.
Management and Personality Attributes
- Attitude: Approach all situations with humility and a positive can-do attitude.
- Service-oriented: Focus on enhancing service and committing to exceptional client service.
- Results-oriented: Strive to improve performance, balance resources to achieve desired outcomes, and monitor performance.
- Partnership: Engage others to identify mutual goals, develop solutions, make decisions, and achieve outcomes with a team-oriented mindset.
- Hands-on: Willing to engage at all levels to build and develop people, systems, and processes.
- Change Leadership: Initiate or sponsor change efforts, align resources, overcome resistance, and motivate others to implement and sustain change.
- Data-driven: Make timely and effective decisions using data.
- Strategic and Systems Thinking: Understand the connections across functions and entities, oversee the development of plans for complex projects, and ensure successful execution.