Journey Manager

3 weeks ago

Cape Town, South Africa Employment Concepts Full time

This company is a leading international volunteer company offering life-changing responsible travel experiences. They bring about sustainable social and environmental change by operating world class international volunteer experiences in several countries across southern and East Africa. With numerous awards to their name, they are proud of what they do, and their people are at the core of our business. By joining, you will be part of a team who are passionate about delivering the best international volunteer experiences with long-lasting impact.

**Role and Responsibilities**:
We believe passionately in the power of volunteering to shape attitudes and lives, and above all else, we want people to join us who match our values, Want to work in an internationally minded organisation and are driven by the work we do, share this same vision and believe in what we do.
- Manage and inspire a team of Journey Coordinators based at our office in Cape Town to ensure the customer experience journey is delivered beyond expectations.
- Work closely with the Head of Brand Experience to best manage and improve the customer journey.
- Provide feedback and work collaboratively with the Marketing Team to deliver engaging pre-departure materials.
- Working with the sales team to ensure an efficient handover once booking is confirmed.
- Produce monthly reports on KPIs which inform improvements to the customer journey.
- Continuously enhance the design of our post-sale and post-travel service, ensure excellent attention to detail at every step of the journey and strive to perfect pre and post trip communications and brand experience.
- Progress the volunteer learning platform through feedback and learnings of our customer needs and usership of the platform.
- Troubleshoot any customer issues within the CRM system.
- Regularly review the experience provided by third party projects to ensure they are meeting the expected standard.
- Manage and coordinate an Alumni program which maximises the value of word of mouth recommendations, repeat and referral bookings, alumni engagement and partner bookings within ITG.
- Lead strategic planning and communication of situational change.

**Requirements**:

- at least 3 years experience working in the Travel & Tourism Industry.
- Marketing experience of 2 years would be advantageous
- Copy Writing essential
- An outgoing personality
- A can do spirit

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Have your worked in the Travel & Tourism Industry before?

**Education**:

- Diploma (required)

**Experience**:

- Marketing: 2 years (required)

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