CRM Manager (Tour Operations/Reservations) at Summit Recruitment and Search

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