FCC Family Care Centre Hiring! Full Time Senior Executive (Business Development - Customer Service) in Johor, Earn up to MYR 4,500 - Ricebowl

Job Summary

The Senior Executive, Business Development & Customer Service is responsible for driving business growth, increasing resident admissions, developing strategic partnerships, strengthening community engagement, and overseeing customer service delivery across FCC's residential care, home care, and wellness services. The role leads business development, marketing, customer experience, and service quality initiatives to achieve business and operational objectives.

Key Duties and Responsibilities

1. Business Development & Resident Admissions

• Lead the end-to-end sales pipeline, including lead qualification, follow-ups, site visits, objection handling, and admission conversion across all care levels.
• Develop sales strategies, rapid response protocols, and lead re-engagement campaigns to increase enquiries, conversion rates, admissions, and revenue.
• Monitor sales performance, maintain pipeline records, prepare management reports, and identify growth opportunities across residential care, home care, and wellness services.

2. Strategic Partnerships & Community Engagement

• Develop and maintain strategic partnerships with healthcare providers, senior centres, community organisations, wellness practitioners, and other relevant stakeholders.
• Plan and oversee community engagement programmes, educational talks, wellness activities, and the monthly events calendar at FCC's Wellness Village.
• Lead the Care Ambassador network, explore commercial opportunities, and evaluate partnership effectiveness to strengthen referrals and business growth.

3. Marketing & Brand Development

• Collaborate with the outsourced marketing agency to plan and execute marketing campaigns, social media content, and promotional activities.
• Monitor marketing performance, lead generation, engagement, and campaign effectiveness while ensuring consistent brand positioning.
• Identify new marketing opportunities and translate customer feedback, market trends, and sales insights into business development strategies.

4. Customer Experience & Service Quality Management

• Oversee customer service delivery and establish service standards, response time targets, and complaint resolution procedures.
• Handle escalated complaints and ensure accurate communication regarding care packages, pricing, facilities, service inclusions, and admission procedures.
• Monitor customer satisfaction, ensure proper documentation and follow-up, and implement service improvement initiatives.

5. Cross-Departmental Coordination & Team Support

• Collaborate with the Home Care team, nursing team, finance, human resources, operations, and management to ensure smooth admissions and service delivery.
• Develop and implement SOPs, coordinate in-house service training, and guide junior team members to maintain consistent service standards.
• Provide customer insights, market feedback, and business performance analysis to support strategic planning and continuous improvement.

6. Event Management & Community Programmes

• Lead the planning and execution of marketing events, community engagement programmes, wellness activities, and promotional campaigns.
• Ensure events align with business objectives, brand standards, target audiences, and approved budgets.
• Monitor event performance, including attendance, engagement, lead generation, referrals, and revenue opportunities, and evaluate outcomes for improvement.

7. Administration, Reporting & Compliance

• Oversee the accuracy of sales pipeline records, customer enquiries, admission documentation, feedback records, and business development reports.
• Coordinate with the finance team on invoicing, billing, and payment matters while ensuring confidentiality and compliance with organizational policies and applicable healthcare regulations.
• Review administrative processes, recommend improvements to enhance efficiency and customer experience, and perform other relevant duties as assigned by management.

Pay: RM3,000.00 - RM4,500.00 per month

Benefits:

• Flexible schedule
• Free parking
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person