The Rhino Africans are passionate about Africa. In the About Us section you can meet the team - put a face to the name of the consultant you're dealing with - as well as glean some vital information about Rhino Africa and your booking. Learn what makes us unique and about the enormous benefits in booking with us.
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As our CRM Specialist, you will be the primary driver behind growing our repeat and referral business. You will translate Rhino Africa’s commitment to responsible tourism into engaging, personalised client journeys that cultivate lasting loyalty and advocacy. This role is critical in ensuring our data integrity, and executing highly sophisticated communication strategies.
What You’ll Do:
Secure sign-off on and execute an annual CRM strategy focused on repeat and referral growth.
Ensure all CRM automation and subscription workflows operate reliably and efficiently.
Seek opportunities to streamline performance, reduce manual tasks, and identify new automation workflows.
Align all processes and data collection with internal governance standards and documentation.
Deploy timely, contextually relevant communications with high levels of segmentation and personalisation.
Integrate referral programmes into client-facing workflows alongside Sales and Technology teams.
Manage A/B testing and content iteration to improve engagement metrics (open and click-through rates).
Maintain a seamless customer experience across all touchpoints to ensure low complaint rates and high client satisfaction.
Adhere strictly to brand guidelines, ensuring a consistent tone that reflects Rhino Africa’s values.
Incorporate messaging on responsible tourism and conservation to shape the global conversation on sustainable travel.
Collaborate with the Senior Content Writer to accurately deploy impactful messaging across all CRM channels.
Implement reporting to track the impact of campaigns on customer loyalty and the lifecycle.
Provide accurate forecasting and performance data for business reporting and planning.
Maintain high stakeholder satisfaction and lead internal training/onboarding on CRM features to foster shared knowledge.
What We’re Looking For:
A Bachelor's Degree in Journalism, Language, Literature, Communications, or a similar field.
3 to 5 years experience in strategic CRM execution and workflow management.
Advanced knowledge of CRM platforms such as Salesforce Marketing Cloud, HubSpot, MailChimp, or Campaign Monitor.
Proficiency in A/B testing, segmentation, and automation to improve engagement metrics like open and click-through rates.
A collaborative, detail-oriented, innovative, and motivated individual.
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