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CRM Manager

3 months ago

Nairobi, Nairobi Area, Kenya Summit Recruitment and Search Full time

Summit Recruitment & Search was established in 2009 to address the recruitment, mass recruitment, executive search, outsourcing and training needs of companies based in Kenya or wanting to enter the Kenyan, East African, South African and African market.

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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