Customer Communications Specialist

at  City Wonders Ltd

YOUR NEW ADVENTURE BEGINS!

City Wonders is a leading tour operator offering guided tours in several major cities. We specialize in innovative high-quality tours featuring unique customer benefits and world-class customer service. It is these hallmarks of our brand that differentiate us in the marketplace.

QUALIFICATIONS & SKILLS:

• Proven experience in implementing and managing customer communication systems or similar platforms.
• 2+ years of experience in email marketing, communication marketing, or a similar role (preferably in the tours and activities sector).
• Strong understanding of post-booking communication strategies, including upselling, cross-selling, and customer engagement.
• Experience in designing campaigns to proactively address customer concerns and improve satisfaction scores.
• Ability to analyze customer data and design targeted campaigns that drive measurable results.
• Experience designing and analyzing A/B tests.
• Excellent project management skills with experience leading system deployments or similar projects.
• Exceptional communication and collaboration skills to work cross-functionally with sales, customer service, and operations teams.
• Experience in the tours and activities industry or a related field is a strong plus.
• A results-driven mindset with a focus on continuous improvement and problem-solving.

ABOUT THE ROLE:

City Wonders is seeking a dedicated and results-oriented Digital Sales Specialist to take full ownership of our customer communication system. This role is pivotal in ensuring we leverage this technology to its fullest potential, enhancing the customer journey post-booking, during the tour, and after the experience is complete.
As the primary point of accountability for the deployment and ongoing management of this system, you will collaborate closely with the Head of Sales to develop and execute strategies that reduce customer friction points, optimize communication touchpoints, and increase customer satisfaction while driving incremental revenue. Additionally, you will be responsible for post-tour communication strategies to proactively address customer concerns, enhance satisfaction, and reduce negative reviews.

KEY RESPONSIBILITIES:

• System Deployment & Management:
• Oversee the successful deployment of the new customer communication software, ensuring all features are fully utilized to meet business goals.
• Act as the primary owner of the system, ensuring its continuous optimization and alignment with the company’s sales and customer engagement objectives.
• Collaborate with internal teams to ensure the system integrates seamlessly with existing processes and technology.
• Post-Booking & On-Tour Communication:
• Develop and implement strategies to grow post-booking sales through targeted communication campaigns, upselling, and cross-selling opportunities.
• Use customer segmentation data (e.g., booking types, group size, previous tours) to deliver personalized, relevant offers that drive incremental revenue.
• Ensure communication touchpoints before and during tours effectively reduce disruptions, such as reminders about meeting points or key details.
• Post-Tour Communication:
• Design and execute communication campaigns that engage customers immediately after their tour experience, proactively addressing potential concerns or complaints before they submit reviews on partner platforms.
• Collaborate with customer service teams to resolve issues raised in post-tour communication, ensuring customer satisfaction and retention.
• Monitor and measure the effectiveness of post-tour communications in improving customer feedback, minimizing complaints, and increasing positive word-of-mouth and recommendations.
• Customer Experience Optimization:
• Identify and address customer friction points across the journey, from booking to post-tour follow-up.
• Ensure communications are timely, clear, and effective in enhancing overall customer satisfaction.
• Data-Driven Campaigns:
• Leverage the communication system to design, execute, and analyze targeted campaigns.
• Monitor key metrics (e.g., conversion rates, engagement rates, revenue impact, customer satisfaction scores) and provide actionable insights to optimize performance.
• Collaboration & Reporting:
• Work closely with the Head of Sales to align communication strategies with broader business objectives.
• Regularly report on campaign performance, customer engagement, and revenue growth driven by the system.