CRM Manager – Reservations Team Lead

About the role

A high-end safari company based in Nairobi is looking for an experienced CRM Manager to join its tour operating business. The role leads the reservations team and drives customer engagement performance, optimising CRM strategies and processes to deliver exceptional customer experiences. The position is advertised by Summit Recruitment & Search, a recruitment agency.

Key responsibilities

• Provide leadership, guidance and support to the reservations team and oversee daily operations, ensuring accurate handling of customer reservations.
• Develop training programmes and coach the team to improve customer engagement and performance.
• Track team performance metrics, set goals and foster continuous improvement.
• Use CRM systems to manage and track customer information, including reservations, preferences and interactions.
• Design and optimise workflows and processes to streamline reservation management.
• Analyse customer data and reservation trends to find improvements and opportunities, and use CRM analytics to make data-driven decisions.
• Set up reporting to track key performance indicators on customer engagement and reservations.
• Work with sales, marketing and operations teams to align CRM strategy, and give product development teams feedback on customer preferences and pain points.

Required profile

• 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 managing a reservations team and driving its customer engagement performance.
• Strong leadership, team management, organisational and project management skills, and excellent communication skills.
• Ability to work in a fast-paced environment; knowledge of tour operating or travel operations is a plus.

Required skills

• Proficiency in CRM systems and tools such as Salesforce, Excel or other relevant platforms.
• Strong data analysis skills and the ability to turn insights into actionable strategies.

Candidates apply through the recruiter's application form. The agency states it does not charge fees and that applicants who do not hear back within two weeks should apply again for future roles.