For over 16 years, African Impact has been operating volunteer projects, internships, and study abroad programs in 10 countries across Africa. We develop volunteer projects, internships, and study abroad programs hand in hand with local communities to ensure the work we do meets the needs of the communities and contributes to long term, sustainable change. We work in collaboration with local NGOs, schools, hospitals, clinics, women’s groups, and organizations across the continent and offer support through volunteer assistance and, in some cases, donations and fundraising from our charity organization, the African Impact Foundation.
Impact Travel Group – Destination Specialist (Sales)
Location: Cape Town, South Africa. Remote applicants from within South Africa will be considered
Impact Travel Group (ITG) offer life-changing responsible travel experiences for the international market. We bring about social change by operating community development and conservation initiatives through transformative education and youth travel. ITG consists of several impact-driven organisations including African Impact, Raleigh International, Marine Impact and more.
With numerous awards to our name, we are proud of what we do and our people are at the core of our business. By joining ITG, you will be part of a team who are passionate about delivering the best international volunteer experiences with long-lasting impact.
As a Destination Specialist, you will be recruiting travellers onto our projects and handling the entire sales process. You will need to get to know potential travellers and recommend the most suitable project or expedition for them. We are looking for a friendly and enthusiastic individual that is detail-orientated and confident talking to people from all over the world. The majority of our participants are aged between 17 and 25 years old.
We know traveling and volunteering abroad can transform lives and create remarkable change, so join us on this journey as we strive to achieve more for communities and wildlife across the globe.
We are a small team currently working remotely, but there will be a shared office space to use in central Cape Town.
Skills and Experience
We believe passionately in the power of volunteering to shape attitudes and lives, and above all else, we want people to join us who share this same vision and believe in what we do. Further to this, the competencies that would ensure you’re a good fit for the position of Destination Specialist are:
A passion for responsible and immersive travel is a must, as well as an interest in community development and/or wildlife and environmental conservation. You should also have the ability to develop great relationships with our prospective travellers and team members.
Our ideal candidate will have previous work experience in responsible travel, volunteer experience (at home or abroad), travel experience of any destination we operate in, and exposure to the UK and US travel market.
TO APPLY PLEASE SUBMIT YOUR CV AND A MOTIVATION LETTER TELLING US A LITTLE ABOUT YOURSELF AND WHY YOU’RE INTERESTED IN THIS POSITION.
To ensure that you are the right fit for our company and that we are a good fit for you, please familiarise yourself with our company values. These values are super important to us and we will be interviewing with them in mind.
Send applications to: email@example.com with the subject line “Application for ITG Destination Specialist”
Please note, only successful applicants will be contacted.
B2C Sales Manager
Location: Cape Town, South Africa or Exeter, UK. Remote applications will be considered.
Impact Travel Group (ITG) offer life-changing responsible travel experiences for the international market. We bring about social change by operating community development and conservation initiatives through transformative education and youth travel. ITG consists of several impact- driven organisations including African Impact, Kaya Responsible Travel, World Endeavours and Roots Interns.
With numerous awards to our name, we are proud of what we do and our people are at the core of our business. By joining ITG, you will be part of a team who are passionate about delivering the best international travel experiences with long-lasting impact.
This role will drive and lead our direct sales function for a division of B2C travel within ITG. With a close relationship with the Marketing team, this role will also be involved in increasing quality leads, and understanding customer wants and needs to build an awareness of the industry and of the competition.
The key areas of responsibility are leading the sales team, ownership of the sales funnel from enquiry arrival, ensure projects and customers are prepared for arrival, report and review sales performance through KPI’s and confidently manage customer complaints and incidents when required. This role requires a coaching leadership style with strong sales knowledge and experience. An understanding of volunteer and intern travel or responsible travel is essential to engage our customers and input into marketing and product development. Linking the sales and marketing funnel and being able to analyse the customer journey is also key to this role.
This role reports to the Managing Director of Impact Travel Group.
1. Own the direct sales funnel from enquiry to customer arrival
Accountable for all direct enquiries, ensuring the team is meeting standards of response and using the relevant systems and processes to manage each enquiry.
Manage our customer database on HubSpot, including lead segmentation, enquiry allocation, development of HubSpot workflow automations, and refinement of dashboard reports.
Build knowledge of our products and experiences to be able to advise, answer questions and support your team as required.
Track and report all enquiries through the sales funnel so trends, patterns and improvements can be tracked and analysed.
Gather and analyse customer wants and needs through your team to assist in shaping product development and determining marketing focus.
Prepare customers and project teams for arrival
Accountable for the collation of all customer data prior to arrival to ensure project teams are prepared for volunteer arrivals.
Manage the admin team who capture, sort and share customer data ensuring accuracy and correct processes are followed.
Accountable for all sales and admin resources shared with our customers. Ensure all supporting documentation provided to our customers (particularly Pre-Departure Packs) are accurate, informative and visually appealing.
Update and develop new supportive materials based on the needs of our customers and project teams.
Communicate with 3rd Party operators to ensure we have the correct pricing, product info and support materials to share with customers.
Manage any issues, non-arrivals and changes to bookings that require specific attention ensuring consistency, alignment with T&C’s and Directors’ input when required.
Report and review sales performance
Regularly monitor and track measures and stats to demonstrate sales performance, using the CRM tool as a repository for all sales funnel information.
Analyse KPI performance with suggestions for actions and improvements where targets are not being achieved.
Input into the marketing and sales focus areas to improve performance of specific products, project locations and/or new products.
Work together with project teams and marketing to keep all project descriptions on the website up to date and action areas of improvement to increase sales.
Collaborate with Marketing to determine any special offers and assist with the preparation of newsletters or targeted email marketing.
Work with Senior Management and Finance to set annual pricing for our products, and ensure these prices are reflected on the website and shared with all relevant parties.
Customer Relations and incidents process
Own the process in how we deal with complaints and incidents that affect our customers, showing empathy, fairness and compliance to booking T&C’s
Discuss complaints with relevant parties ensuring all required people are in the loop.
Manage relations and communication with other parties involved in complaints or incidents e.g. parents, Embassies, 3rd party partners etc.
Lead the Sales and Admin team
Manage a small team of Destination Specialists and Placement Managers remotely.
Coach and train the team to continuously improve skills, approach and process and to look at every opportunity to increase sales conversions and revenue.
Support the sales and admin team in preparing our customers for their arrival in setting
correct expectations, answering questions and dealing with arrival changes and issues.
Manage performance and develop team members as required.
Create a healthy team vibe, with a good balance of competitive sales spirit, sharing success and celebrating targets.
Work with the Finance team on team finances including reconciling bookings across
reporting, reviewing renumeration packages to ensure they are competitive in the industry, calculating sales team monthly commissions and chasing debtors.
Assist with the organisation of project visits for team members.
Build, maintain and grow partnerships with our international partners who sell African Impact projects in return for commission.
Strategize with these international partners to increase enrolment of volunteers/interns on projects throughout Africa e.g. offering commission incentives
Prepare partner contracts and ensure these are signed and that all parties understand the terms of contract.
Create and host training webinars with new and existing partners to ensure all team members know our product and can sell it effectively.
Set overall booking targets for Agents and track trends, patterns and progress towards target accordingly.
Oversee the communication of any project updates to partners timeously, including sharing the latest sales and marketing materials.
Accountable for all partner bookings, ensuring the Partners Administrator is meeting standards of response and using the relevant systems and processes to manage each enquiry.
On-boarding and Training
Ensure a smooth on-boarding process for new team members, with adequate one-to- one training and independent learning on our products, systems and processes.
Ensure all sales and admin process and procedure training materials are up-to-date and develop new materials as and when processes/systems/procedures change.
Undertake performance reviews and develop new team members, helping them to improve and grow with African Impact.
SKILLS AND EXPERIENCE
Minimum of 5 years of sales experience in the International responsible travel industry
At least 2 years’ experience of managing a team of sales consultants
Coaching and approachable leadership style, with various approaches to manage team members from different countries and cultures
Experienced in using a CRM tool (ideally HubSpot) to manage the sales funnel
Understand the relationship between Sales and Marketing to create leads and convert sales
Strong use of data, stats and measures to track and report KPI performance in a clear and simple way
Strong analysis skills to track weaknesses in the sales funnel as a whole or for specific products
Collaborative approach to problem solving, continuous improvement and business development
Passion for creating experiences that result in positive change through travel
Available to travel and stay away from home for visits to projects or conferences.
Good to have
Marketing experience in understanding customer desires, navigation and taking action towards a sale.
Have volunteered and understand the different motivations for volunteers and intern experiences.
Please note, you must have the legal right to work in the country you are applying from. Impact Travel Group is unable to offer visa sponsorship.
If you are interested in applying for this position, please send your CV and a Introduction video no longer than 2 minutes (no need for fancy editing we just want to hear directly from you) to firstname.lastname@example.org with the subject line: Sales Manager