CRM platform system

CRM Platform Specialist – Travel Agency

CRM Platform Specialist

Position Overview

We are looking for a CRM Platform Specialist to manage, optimize, and improve our Customer Relationship Management (CRM) platform for a growing travel agency. The role will focus on managing customer data, improving sales and customer service processes, automating communications, and supporting the travel sales team with actionable customer insights.

Key Responsibilities

• Manage and maintain the CRM platform, including customer profiles, leads, bookings, inquiries, and travel history.
• Configure CRM workflows, pipelines, automation, notifications, and customer journeys.
• Manage leads from multiple channels, including website inquiries, social media, WhatsApp, email, phone calls, and travel campaigns.
• Develop customer segmentation based on travel preferences, destinations, spending patterns, booking history, and customer behavior.
• Create automated follow-ups for quotations, bookings, payments, travel reminders, and post-trip communications.
• Integrate the CRM with booking systems, websites, email marketing platforms, WhatsApp, payment systems, and other travel technology platforms.
• Monitor CRM data quality and ensure customer information is accurate, complete, and up to date.
• Generate reports and dashboards covering leads, conversion rates, sales performance, customer retention, repeat bookings, and campaign performance.
• Support the sales and customer service teams by improving CRM processes and providing training where required.
• Identify opportunities to improve customer experience and increase repeat bookings and referrals.
• Troubleshoot CRM issues and coordinate with CRM vendors or technical teams when necessary.
• Ensure customer data is handled securely and in compliance with applicable data-protection requirements.

Key CRM Features to Manage

• Lead and enquiry management
• Customer database and profiles
• Sales pipeline management
• Travel quotation management
• Booking and payment tracking
• Customer communication history
• Automated email/WhatsApp follow-ups
• Customer segmentation
• Marketing campaigns
• Loyalty and repeat-customer management
• Sales and management dashboards
• Task and follow-up reminders
• Integration with booking and travel platforms

Requirements

• Diploma or Bachelor's degree in IT, Business, Marketing, Travel & Tourism, or a related field.
• 2–5 years of experience working with CRM platforms, preferably in travel, tourism, hospitality, or a service-based business.
• Experience with CRM configuration, workflow automation, reporting, and data management.
• Understanding of sales and customer-service processes.
• Strong analytical and problem-solving skills.
• Good communication and interpersonal skills.
• Ability to work with sales, marketing, customer service, and technical teams.
• Experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics, or similar systems is an advantage.
• Knowledge of travel agency operations, GDS, booking systems, or travel technology is an advantage.

Key Performance Indicators (KPIs)

• Lead-to-booking conversion rate
• Response and follow-up time
• Number of qualified leads
• Repeat booking rate
• Customer retention rate
• CRM data accuracy
• Sales pipeline value
• CRM adoption by staff
• Customer satisfaction
• Revenue generated through CRM campaigns

Role Objective

The main objective of this role is to use the CRM platform to centralize customer information, automate sales and customer-service processes, improve follow-ups, and increase bookings and customer loyalty.

If you're actually looking for a job description for a CRM software developer who will build the CRM platform specifically for a travel agency, I can also create that version with modules, technical skills, responsibilities, and required APIs/integrations.