Summit Recruitment and Search Africa is a leading Recruitment and Executive Search agency head quartered in Kenya providing outstanding talent to a wide range of companies and NGOs in various business sectors across Africa.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 teamOversee and manage daily operations, ensuring efficient and accurate handling of customer reservationsDevelop training programs and provide ongoing coaching to enhance the team's customer engagement and performanceTrack 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 interactionsDesign and optimize workflows and processes to streamline reservation management and ensure seamless customer experiencesImplement strategies to enhance customer engagement and satisfactionAnalyze customer data and reservations trends to identify areas for improvement and opportunities to enhance customer engagementUtilize CRM data and analytics to make data-driven decisions and optimize reservation processesImplement reporting mechanisms to regularly track and evaluate key performance indicators related to customer engagement and reservations managementCollaborate closely with sales, marketing, and operations teams to align CRM strategies and optimize customer interactionsProvide 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 industryProven experience in managing a reservations team and driving their customer engagement performanceProficiency in CRM systems and tools, such as Salesforce, Excel, or other relevant platformsStrong data analysis skills and ability to translate insights into actionable strategiesExcellent leadership and team management skillsStrong organizational and project management abilitiesExcellent communication and interpersonal skillsAbility to work in a fast-paced and dynamic environmentKnowledge of tour operating or travel industry operations is a plus
