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Journey Coordinator (African Impact)

Role: Journey Coordinator
Entity: African Impact
Location: Cape Town (Hybrid)
Contract: Full time

About the role

African Impact is a leading international volunteer company offering life-changing responsible travel experiences. We 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 our name, we are proud of what we do, and our people are at the core of our business. By joining African Impact, you will be part of a team who are passionate about delivering the best international volunteer experiences with long-lasting impact.

As a Journey Coordinator, you will be preparing confirmed travelers for their projects by handling the pre-departure and post-sale process. You will also be liaising with our volunteers post-trip, collating feedback and managing the Alumni relationship. You will need to be service focused and have the desire to deliver information in an accurate, friendly and efficient manner. Your main responsibility will be to collect all necessary information from travelers to ensure our project teams are ready for their arrival. We are looking for a friendly and enthusiastic individual that is detail-oriented and confident in administration. Our travelers are typically aged between 17-24 and often this is their first international solo trip. Your role is to help prepare and guide them through our preparation process along with reassuring them by answering their questions and concerns.

We know 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 Africa.

Responsibilities

  • Embed best-in-class customer experience into our post-sale process.
  • Have an in-depth knowledge of the logistics of our project offerings.
  • Own the customer relationship from the moment a customer books with African Impact delivering an excellent brand experience through top notch efficient comms and service delivery.
  • Be the go-to for individual customers as they prepare for their trip with Q&As.
  • Support confirmed travelers by collating travel information (flights, insurance, emergency contacts, medical and dietary information, criminal background checks) and ensuring it is accurately captured within Hubspot to prepare the project teams.
  • Build strong relationships with the Projects Teams (and third party operators) to ensure accurate project information is internally communicated.
  • Liaise with parents and travelers pre and post trip for under-age volunteers.
  • Be prepared to handle complaints or refund requests if they arise and work with the Head of Sales to resolve any issues in an efficient and fair manner, in line with our Terms and Conditions.
  • Post-trip communications and retention – follow up with customer feedback post-trip.
  • Have responsibility for maintaining your bookings in our reservations system, which details all relevant travel information.
  • Chase outstanding payments in a timely manner and ensure invoices in our accounting system (Xero) are correct and generated on the appropriate date, and changed or cancelled, if necessary.
  • Communicate any logistical changes e.g., background checks and/or visas with the wider team
  • Assist past volunteers with queries they may have after their departure from project e.g., providing letters of participation.

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 organization and are driven by the work we do. Further to this, the competencies that would ensure you’re a good fit for the position of Journey Coordinator are:

Skills and Experience

Essential skills

  • Excellent interpersonal and communication skills, both written and verbal.
  • Ability to work collaboratively within a team and across departments.
  • Good organisation and time management
  • Excellent administration skills and attention to detail
  • Proficiency in MS Office (MS Excel and MS Outlook, in particular)
  • Hardworking, with the ability to use initiative and problem solve especially within a virtual working environment
  • English level C1 spoken and written.
  • Understanding of the need to maintain confidentiality over personal information relating to African Impact staff and volunteers

Desirable skills & experience

  • Experience managing CRM tools, especially HubSpot and Xero, though training will be provided.
  • Any previous work in the travel and tourism industry

A passion for responsible and immersive travel is a must, as well as an interest in community development and/or wildlife and environmental conservation.

Benefits

  • Competitive Salary.
  • An educational trip to at least one of our project locations.
  • Unlimited annual leave.
  • Career development opportunities.
  • Working on meaningful projects that bring a positive impact to people.
  • Be part of a diverse, global team experiencing lots of different cultures along the way.

How to apply

To apply please submit your CV and a 5 minute Motivation Video through our form using the button below, 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 familiarize yourself with our company values. These values are super important to us and we will be interviewing with them in mind.

APPLY NOW

Journey Manager (African Impact)

Role: Journey Manager
Entity: African Impact
Location: Cape Town (Hybrid)
Contract: Full time

About the role

African Impact is a leading international volunteer company offering life-changing responsible travel experiences. We 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 our name, we are proud of what we do, and our people are at the core of our business. By joining African Impact, you will be part of a team who are passionate about delivering the best international volunteer experiences with long-lasting impact.

As a Journey Manager, you will be Overseeing our Journey Team who prepare confirmed travellers for their projects by handling the pre-departure and post-sale process. Our travellers are normally 17-24 and often this is their first international solo trip and nearly always they have never been to the destination they are volunteering in. You will need to be service focused, a great collaborator and team leader. You will lead the team (hands on) to deliver information in an accurate, friendly and efficient manner. We provide a transformative experience gaining fantastic feedback from our volunteers who can become influential alumni. Your role will also be to manage an alumni program which keeps the right volunteers connected to drive up referral and repeat booking rates.

We know 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 Africa.

Responsibilities

Team Management

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.
  • Oversee how we deliver information to be as user friendly as possible, reviewing new technologies, platforms and systems.
  • 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.
  • Create a strong and effective relationship with each Base Manager and Project Managers.
  • Continuously develop the Q&A section in our internal knowledge base to improve our efficiency and resources for customers.
  • Oversee the administrative system making sure details such as police checks are accurate.
  • Progress the volunteer learning platform through feedback and learnings of our customer needs and usership of the platform.
  • Ensure partner listings are accurate and feed into the Partnership Team any inaccuracies and updates.
  • Monitor on-trip quality control of brand experience and support journey coordinators to deal with feedback efficiently.
  • 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.

Skills and Experience

Essential skills

  • Excellent interpersonal and communication skills, both written and verbal
  • Ability to lead and develop a team of Journey coordinators.
  • Ability to work collaboratively within a team and across departments.
  • Great organisation and problem solving skills.
  • Confident and enthusiastic manner face-to-face and over the phone.
  • Understanding of the need to maintain confidentiality over personal information relating to African Impact staff and volunteers.
  • Thrive on working within a global community.
  • First-hand experience of being a travel volunteer.
  • Experience of CRM systems – extra bonus points for HubSpot.
  • Experience of analysing data and writing reports.
  • Adapts communication styles to ensure clear understanding.
  • Develops effective relationships.
  • Understanding of and commitment to the aims, ethos and culture of African Impact.

A passion for responsible and immersive travel is a must, as well as an interest in community development and/or wildlife and environmental conservation.

Benefits

  • Competitive Salary.
  • An educational trip to at least one of our project locations.
  • Unlimited annual leave.
  • Career development opportunities.
  • Working on meaningful projects that bring a positive impact to people.
  • Be part of a diverse, global team experiencing lots of different cultures along the way.

How to apply

To apply please submit your CV and a 5 minute Motivation Video through our form using the button below, 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 familiarize yourself with our company values. These values are super important to us and we will be interviewing with them in mind.

APPLY NOW

Marketing Lead (African Impact)

Role: Marketing Lead
Entity: African Impact
Location: Remote
Contract: Full time

About the role

African Impact is a leading international volunteer company offering life-changing responsible travel experiences. We 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 our name, we are proud of what we do, and our people are at the core of our business. By joining African Impact, you will be part of a team who are passionate about delivering the best international volunteer experiences with long-lasting impact.

The right person will have experience in creating and delivering an online marketing strategy based on sound market and customer research and within an agreed budget; they will be a fantastic communicator, an advocate of responsible travel and bring fun, passion and energy across the organisation. The post holder will be responsible for leading content delivery for African Impact and vital in helping us to grow our social media channels. You will have the ability to be creative, show initiative and test and learn. The stories you gather will enable African Impact to produce great marketing as well as pre and post trip communications materials.

Responsibilities

  • Developing marketing plans according to the marketing strategy including email, paid social, and display advertising as well as offline sources.
  • Carry out market research to fully understand our customers and use these insights to inform strategy.
  • Data analysis: Measurable and track activity to gauge performance over channel-specific marketing activities.
  • Email marketing: Alumni, newsletters and campaigns.
  • Overseeing our Google Ads account and working with an external freelancer.
  • Keeping our digital listings up to date and exploring opportunities for new ones.
  • Work with and support colleagues on analysing and improving our social media accounts.
  • Oversee and manage our paid social media accounts.
  • Develop and deliver a strategic content calendar relevant for each channel/platform.
  • Distribute the right content in the right place at the right time, understanding customer engagement
  • Provide direction and appropriate feedback to ITG knowledge Managers/coordinators based overseas who are gathering content from our programmes.
  • Proactively implement the African Impact content calendar and reactively engage with social professionally and productively
  • Produce high quality on-brand copy for email marketing, social and other promotional campaigns and help editing work of freelancers or Base teams.
  • Hire and manage freelance graphic designers to produce on-brand content.
  • Collaborate with the ITG SEO team to coordinate useful and inspiring blogs and other online articles that maximize brand engagement.
  • Coordinate the production of on-brand video content for brand engagement.
  • Ongoing management and maintenance of the African Impact website.
  • Liaise with our team of journey and knowledge managers to provide up to date content from all Bases.
  • Help develop and manage an alumni network initiative to increase customer retention, maintain brand engagement and drive referrals
  • Ensure we are efficiently engaged with customers communicating to us via social responding to enquiries received via social and answering any questions
  • Support the B2B and B2C Sales and CX teams with digital and offline literature, tools, etc
  • Produce high quality sales and marketing tools for Partners such as agents, universities, etc.
  • Ensure content visibility across the business ensuring it remains on-brand and results-driven
  • Understand the sensitivity of cultures, people and places in which we volunteer and direct our appropriate uses of words, tone and how we speak overall to our audiences.
  • Ensure copy is adapted for different target audiences, nationalities and intended results.
  • Carry out content audits across our entire digital presence to ensure updates and relevance are maintained.

Skills and Experience

Essential skills

  • Minimum 3 years of experience working in digital marketing
  • Strong analytical skills and the ability to use data to inform decision-making
  • Ability to work independently and manage multiple projects simultaneously.
  • Creative and commercially minded.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Ability to work collaboratively within a team and across departments.
  • You will be a strong writer, proofreader and editor
  • Knowledge and experience of creating highly engaging digital content
  • Experience developing content for a variety of channels including web, email, social media, and print

A passion for responsible and immersive travel is a must, as well as an interest in community development and/or wildlife and environmental conservation.

Benefits

  • Competitive Salary.
  • An educational trip to at least one of our project locations.
  • Unlimited annual leave.
  • Career development opportunities.
  • Working on meaningful projects that bring a positive impact to people.
  • Be part of a diverse, global team experiencing lots of different cultures along the way.

How to apply

To apply please submit your CV and a 5 minute Motivation Video through our form using the button below, 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 familiarize yourself with our company values. These values are super important to us and we will be interviewing with them in mind.

APPLY NOW

Content Creator Internship (Paid) (Impact Travel Group)

Role: Content Creator Internship
Entity: Impact Travel Group
Location: Hybrid (Africa, Costa Rica, Ecuador)
Contract: 3-6 months

About the role

African Impact is a leading international volunteer company offering life-changing responsible travel experiences. We 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 our name, we are proud of what we do, and our people are at the core of our business. By joining African Impact, you will be part of a team who are passionate about delivering the best international volunteer experiences with long-lasting impact.

The Impact Travel Group is a collective of educational and experiential travel brands providing transformative experiences. The role of a Content Creator Intern is to bring the experiences and impacts we deliver to life through meaningful stories, imagery, and data. To capture the right material to inspire others to want to join our programs and products.

You will be allocated specific country bases to work from for a determined amount of time and will be moved according to campaign requirements. Country bases are across Africa, Costa Rica and Ecuador.

Responsibilities

  • Capture content in a range of formats (photography, video footage, written case studies and audio) that continuously demonstrate project impacts, volunteer activities and other interesting / useful / inspiring information across our ITG bases.
  • Edit and upload content to our Knowledge library using the file naming and caption guidelines as set out by the Knowledge Manager.
  • Gather, edit and upload any other relevant content provided by the Base Teams, Volunteers or Community.
  • Ensure that all visuals uploaded contain relevant and accurate metadata following the provided guidelines from the Knowledge Manager and that proper consent has been given in terms of usage.
  • Follow ethical storytelling guidelines set out by ITG.
  • Work closely with the Knowledge Manager to plan and fulfil specific storylines and campaigns on a weekly / monthly basis.
  • Produce weekly / monthly reports and or newsletters as directed.

Skills and Experience

Essential skills

  • Experience in using photography / videography to communicate powerful stories.
  • Photo editing and cataloguing skills.
  • Detail-oriented and organised.
  • Ability to work independently and as part of a cross-cultural team.
  • Excellent communication and interpersonal skills.
  • Creative and innovative thinking around storytelling and presenting impact data.
  • Insight and understanding of how to engage with Gen Z bracket – focus on social media.
  • Passion for storytelling and an eagerness to learn.
  • Interest in youth travel, humanitarian work and conservation.

Benefits

  • Stipend of $350 per month.
  • Flights, visas, accommodation and meals during the week will be provided.
  • Opportunity to grow skills, gain experience and develop a portfolio.
  • Working on meaningful projects that bring a positive impact to people.
  • Be part of a diverse, global team experiencing lots of different cultures along the way.

How to apply

To apply please submit your CV and a 5 minute Motivational Video through our form using the button below, telling us a little about yourself and why you’re interested in this position. If you have a portfolio or examples of some of your work please provide a link.

To ensure that you are the right fit for our company and that we are a good fit for you, please familiarize yourself with our company values. These values are super important to us and we will be interviewing with them in mind.

Apply for the Content Creator Internship

The role of a Content Creator will be to bring the experiences and impacts we deliver to life through meaningful stories, imagery and data. They will be able to capture content in a range of formats (photography, video footage, written case studies and audio) that continuously demonstrate project impacts, volunteer activities and other interesting / useful / inspiring information across our ITG bases.

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