Our client, a high end safari company, is looking for a highly motivated and experienced CRM Manager to join their tour operating business.
As the CRM Manager, the primary responsibility will be to oversee and manage the reservations team while driving thee customer engagement performance. He/She will be responsible for optimizing customer relationship management strategies, implementing effective processes, and ensuring exceptional customer experiences throughout the reservation journey. His/her role will involve utilizing CRM technologies, analyzing data insights, and collaborating closely with cross-functional teams to enhance customer satisfaction and maximize the efficiency of our reservations operations.
Responsibilities
- Provide leadership, guidance, and support to the reservations team
- Oversee and manage daily operations, ensuring efficient and accurate handling of customer reservations
- Develop training programs and provide ongoing coaching to enhance the team’s customer engagement and performance
- Track team performance metrics, set goals, and foster a culture of continuous improvement.
- Utilize CRM systems and tools to manage and track customer information, including reservations, preferences, and interactions
- Design and optimize workflows and processes to streamline reservation management and ensure seamless customer experiences
- Implement strategies to enhance customer engagement and satisfaction
- Analyze customer data and reservations trends to identify areas for improvement and opportunities to enhance customer engagement
- Utilize CRM data and analytics to make data-driven decisions and optimize reservation processes
- Implement reporting mechanisms to regularly track and evaluate key performance indicators related to customer engagement and reservations management
- Collaborate closely with sales, marketing, and operations teams to align CRM strategies and optimize customer interactions
- Provide input and feedback to product development teams regarding customer preferences and pain points.
Requirements
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Minimum of 5 years of experience in customer relationship management, preferably in the tour operating or travel industry
- Proven experience in managing a reservations team and driving their customer engagement performance
- Proficiency in CRM systems and tools, such as Salesforce, Excel, or other relevant platforms
- Strong data analysis skills and ability to translate insights into actionable strategies
- Excellent leadership and team management skills
- Strong organizational and project management abilities
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced and dynamic environment
- Knowledge of tour operating or travel industry operations is a plus
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