Reservations and CRM Coordinator

About Wildlife ACT

Wildlife ACT is a non-profit conservation organisation protecting Africa's most endangered species across KwaZulu-Natal. Our volunteer and ecotourism participation programmes fund professional wildlife monitoring in the in the field.

The Role

You will own the full participant booking journey from first enquiry through to arrival. You are expected to actively work the pipeline, follow up on leads with intent, and convert enquiries into confirmed participants. An unconverted lead is a direct impact on conservation work in the field.

The right person is relentless, purpose-driven, and fits a hard-working team culture built around conservation outcomes. You will work closely with the full volunteer model team and a dedicated external digital agency.

KEY RESPONSIBILITIES

RESERVATIONS AND PIPELINE

— Monitor the primary inbox and application form notifications for all incoming enquiries and general request funnelling.

— Respond to all incoming enquiries from international markets including the UK, EU, and USA promptly and with clear intent to convert.

— Actively manage warm and cold leads in the CRM pipeline. No qualified lead goes cold without a deliberate follow-up attempt.

— Create and maintain provisional bookings in the CRM once a participant confirms intent to proceed.

— Keep the ClickUp bookings pipeline current and accurate at all times.

— Handle cancellation and postponement requests per Wildlife ACT's terms and conditions.

— Liaise with the Finance team on all financial implications of bookings, cancellations, and outstanding balances.

— Process and manage agent bookings and maintain professional relationships with active travel trade partners.

— Issue visa support letters and confirmation documentation within agreed timeframes.

— Maintain awareness of annual events affecting participant placements and communicate proactively with agents and participants.

— Maintain up-to-date agent contact records and send proactive seasonal availability updates.

— Maintain volunteer listing site profiles across all relevant platforms and respond to participant reviews.

PARTICIPANT JOURNEY

— Manage all participant correspondence across the full booking lifecycle from first contact through to departure.

— Collect all required pre-arrival information from confirmed participants including emergency contacts, dietary requirements, flight details, and photographs for transport.

— Advise participants on travel insurance requirements, medical guidance, and visa requirements.

— Coordinate all pre-arrival documentation send-offs including the Code of Conduct, packing list, and arrival confirmation.

— Book and manage participant transfers with Wildlife ACT's transport partner. Prepare transfer schedules and communicate logistics to all relevant parties.

— Own transport day operations on arrival Mondays including real-time field team coordination, last-minute changes, and participant handholding.

— Gather participant testimonials for use by the marketing team.

CRM AND SYSTEMS

— Build and maintain accurate participant records in the CRM including booking details, payment status, and all pre-arrival

— Work closely with Wildlife ACT's external digital agency to contribute to the ongoing development and maintenance of automated CRM participant journey workflows.

— Maintain and grow the Mailchimp database including segmentation, opt-in management, and list hygiene.

— Contribute to volunteer application and feedback system management and ongoing improvements.

— Maintain UTM and source tracking data accuracy so that the origin of enquiries and bookings can be reliably identified.

— Actively use AI tools — including Claude — to support communications, reporting, and CRM workflows. Demonstrable AI proficiency is required.

REPORTING

— Compile monthly reservations reports and bookings summaries for the team.

— Track pipeline and email performance data and provide accurate reporting to the Director.

— Collate and format volunteer feedback received after each cohort departure.

REQUIREMENTS

QUALIFICATIONS

— A Bachelor's Degree in Journalism, Tourism, Sales, Marketing, Communications, or a similar field is preferred. A relevant diploma with strong, demonstrable experience will be considered.

EXPERIENCE

— 3 to 5 years in reservations, sales coordination, or a related role within travel, tourism, hospitality, or an NPO.

— Demonstrated track record of converting enquiries into confirmed bookings from international markets including the UK, EU, and USA.

— Proven experience managing and maintaining databases within platforms such as Mailchimp, HubSpot, or comparable systems.

— Experience working within a CRM or pipeline management tool. ClickUp familiarity is advantageous.

— Experience contributing to CRM automation projects, ideally alongside an external digital agency.

— Demonstrable experience using AI tools — particularly Claude — in a professional workflow context.

— South African citizen based in KwaZulu-Natal. Valid driver's licence.

SKILLS AND ATTRIBUTES

— Strong written communication skills with a professional, warm tone suited to international correspondence.

— Sales-oriented mindset with a clear understanding that every confirmed booking directly funds conservation work on the ground.

— Relentless follow-up discipline. Manages multiple active bookings and competing priorities without prompting.

— Detail-oriented with high standards for data accuracy and record keeping.

— Hard-working, purpose-driven, and able to thrive in a close-knit team built around conservation outcomes.

— Genuine interest in conservation, wildlife, or the tourism sector.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

✓ Enquiries from international markets are responded to quickly and with clear intent to convert.

✓ The bookings pipeline is current, accurate, and actively worked at all times.

✓ No lead goes cold without a deliberate follow-up attempt.

✓ Participants arrive informed, prepared, and confident in every logistical detail.

✓ CRM records and databases are clean, accurate, and reliable.

✓ Monthly reports are submitted on time and reflect an accurate picture of the pipeline.

✓ The volunteer sales funnel runs efficiently and contributes directly to conservation outcomes on the ground.

TO APPLY

Send your CV and a cover letter to media@wildlifeact.com with the subject line Reservations and CRM Coordinator Application. In your cover letter, please address your experience in reservations, sales conversion, and CRM management specifically.

Applications without a cover letter will not be considered.

Please include in your application: your area of residence (domicile), notice period, and salary expectations.

Salary commensurate with qualifications and experience.

Closing date: 21 August 2026. Only shortlisted applicants will be contacted.

Pay: From R18 000,00 per month

Application Question(s):

• Are you located in the Greater Durban area?
• Do you use AI as part of your daily work integration systems?

Experience:

• sales pipeline: 1 year (Required)
• reservations: 1 year (Required)

Language:

• Fluent English (Required)

License/Certification:

• Drivers Licence (Required)

Work Location: Hybrid remote in Kloof, KwaZulu-Natal