About Company
Africa Albida Tourism (AAT) is a leading Zimbabwean hospitality group committed to creating unforgettable experiences in Southern Africa’s most iconic destinations. Based in the heart of Victoria Falls, a UNESCO World Heritage site, AAT owns and operates a portfolio of award-winning properties including the renowned Victoria Falls Safari Lodge, Victoria Falls Safari Club, Victoria Falls Safari Suites, Lokuthula Lodges, and The Boma – Dinner & Drum Show. For over 30 years, AAT has been synonymous with excellence, sustainable tourism, and showcasing the natural beauty and cultural richness of Zimbabwe. Our mission is to provide world-class service, comfort, and unique African adventures while making a positive impact on our local communities and environment. We are passionate about our guests and strive to build lasting relationships through exceptional service and memorable stays. Join us and become part of a team dedicated to hospitality innovation and creating lifetime memories.
Job Description
We are seeking an innovative and results-driven Director of Customer Loyalty to join our executive team in Victoria Falls. This pivotal role is responsible for conceiving, developing, and executing comprehensive strategies to enhance customer retention, increase guest lifetime value, and cultivate a deeply loyal customer base across all Africa Albida Tourism properties. The successful candidate will be a visionary leader with a deep understanding of customer relationship management (CRM), data analytics, and personalized guest experiences within the luxury travel and hospitality sector. You will champion a guest-centric culture, working collaboratively with marketing, operations, and sales teams to ensure a seamless and exceptional journey for every guest. This role demands a strategic thinker who can translate insights into actionable programs, driving measurable improvements in guest satisfaction, repeat bookings, and brand advocacy. If you possess a proven track record of building successful loyalty programs and are passionate about delivering unparalleled guest experiences in a breathtaking setting, we encourage you to apply.
Key Responsibilities
- Develop and implement a holistic customer loyalty strategy aligned with AAT’s brand values and business objectives.
- Design, launch, and manage innovative loyalty programs, including tiers, rewards, and exclusive benefits.
- Utilize CRM systems and data analytics to segment customers, understand behaviors, predict needs, and personalize communications and offers.
- Collaborate with marketing to create targeted campaigns that drive engagement, repeat visits, and encourage direct bookings.
- Work closely with operations and property managers to ensure consistent delivery of exceptional guest experiences that reinforce loyalty.
- Monitor, analyze, and report on key loyalty metrics, providing insights and recommendations for continuous improvement.
- Identify and implement best practices in customer loyalty and guest retention from the global hospitality industry.
- Lead and mentor a team, fostering a culture of guest-centricity and service excellence.
- Manage the loyalty program budget, ensuring cost-effectiveness and ROI.
- Oversee the development and maintenance of communication channels for loyalty members.
- Act as the primary advocate for the guest experience within the executive team.
Required Skills
- Minimum of 10 years experience in marketing, customer relationship management, or loyalty program development, with at least 5 years in a senior leadership role within the hospitality or luxury travel industry.
- Demonstrable expertise in designing and managing successful customer loyalty programs.
- Profound understanding of CRM platforms and data analytics tools for customer segmentation and personalization.
- Strong strategic planning and execution skills.
- Exceptional communication, presentation, and interpersonal skills.
- Proven ability to lead cross-functional teams and influence stakeholders at all levels.
- Analytical mindset with the ability to interpret complex data and derive actionable insights.
- Bachelor’s degree in Marketing, Business Administration, Hospitality Management, or a related field.
Preferred Qualifications
- Master’s degree in Marketing, Business Administration, or a related field.
- Experience working with international customer bases in a multi-property environment.
- Familiarity with the Southern African tourism market and guest expectations.
- Proficiency in additional languages relevant to our international guest demographic.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Accommodation assistance in Victoria Falls (negotiable for relocation).
- Generous staff discounts across all AAT properties and services.
- Opportunities for professional development and career growth within a leading hospitality group.
- Enjoy working in one of the world's most breathtaking natural wonders.
- Dynamic and supportive work environment.
How to Apply
Interested candidates are invited to submit a detailed CV and a cover letter outlining their relevant experience and why they are the ideal candidate for this role. Please ensure your application highlights your achievements in customer loyalty and hospitality. Click on the link below to apply for the job.