Senior Client Associate, UK, Ireland, Iberia, Americas

Senior Client Associate, UK, Ireland, Iberia, Americas

ABOUT CONTEXT

Context is a global day tour operator that connects intellectually curious travelers with local subject matter experts in over 60 destinations around the world.  Our guests often tell us that we are the best part of their trip, and we take great pride in creating unforgettable moments that are treasured for a lifetime. 

Context is a B-Corp and a long-standing company founded in 2003. We have been backed by growth equity since 2017.
 

ROLE: Senior Client Associate, UK, Ireland, Iberia, Americas

LOCATION: US remote 
Context Travel is a remote team and has a preference to hire in the following states: CO, CT, DE, DC, FL, IL, ME, MA, NJ, NY, NC, PA. While we are open to hiring outside of these states, you must be located near a major metropolitan area. Please note your location and your closest international airport in your application or cover letter.

Salary: commensurate with experience in the travel or hospitality industry
 

JOB DESCRIPTION

The Context Delivery team is responsible for the end-to-end success of all Context experiences for all stakeholders— clients, advisors, experts, vendors, and partners— organizing the highest quality personalized cultural experiences while maintaining efficient operations. The Senior Client Associate, UK, Ireland, Iberia, Americas for Context is a key member of the UK, Ireland, Iberia, Americas Delivery team and manages all regional client and advisor communications for a high-quality tour product.  

As Senior Client Associate, UK, Ireland, Iberia, Americas your primary focus is managing the regional client journey, from advising on pre-booking trip planning and experience selection to facilitating post-booking adjustments, supporting on the ground issues, and ensuring post-trip feedback is shared broadly and actioned against. In this role, you will report to the Delivery Director, UK, Ireland, Iberia, Americas and work closely with the entire regional Delivery team to support all aspects of the timely and successful delivery of the region’s experiences.

As this role requires direct interaction, collaboration, and shared client communications and task responsibility with other Context Delivery colleagues and as a direct representative of Context to clients and advisors, the role requires a high level of professional service skills, communication skills, proactivity, and the ability to work well with a variety of individuals.
 

ROLE AND RESPONSIBILITIES

• Regional Client Management
  • Balance, distribute and action workload to ensure personal, timely and accurate response to all regional client and advisor enquiries across all communication channels
  • With the regional Directors and Global Client Support Manager, collaboratively develop a communication workflow for client and advisor inquiries and support needs across all channels— email/Front, SMS, chat, and phone— with a focus on developing client and advisor relationships, including
    • Phone guidelines, email templates and tagging, SLAs, etc.
    • Order management and review guidelines, and proactive client and advisor outreach
    • Create and maintain a pipeline of client and advisor inquiries for your region that can be used to track bookings and handle follow-ups with interested clients
  • Provide top quality trip planning, hospitality, and service to advisors and clients traveling in your region, including 
    • Maintaining full ownership of the journey of identified VIP, Biz Critical, and high-value clients
    • Assist placing and adjusting orders
    • Manage necessary follow-ups
    • Ensure relevant and helpful client information flows into orders and expert notes
    • Ensure regional client tasks are actioned
  • Provide primary support and guidance to the Delivery Associates supporting the regional teams, including but not limited to: 
    • Support with client order requests, proposal building, order management and review, client feedback and escalations
  • Assist in onboarding, training, and mentoring new regional teammates on the regional client experience
  • Work closely with the regional Directors, Global Client Support Manager, and other regional client leads to identify gaps and needs in the client experience journey to ensure Context is providing the best service to our clients
  • Build and track client requests for non-Context products to support Client driven portfolio 
• Cross-functional Leadership
  • Work closely with the other functional leads in your region (Fulfillment, Expert, and Portfolio) to be aware of all impactful happenings across the region
    • Ensure appropriate flow of relevant information to our clients and advisors
  • Develop an understanding of the end-to-end operational functions within the region, to better provide clients with clear information, personal suggestions, and actionable instructions to improve the client experience
  • Build and maintain a strong co-working relationship with Global Client Support and OTG teams 
  • Proactively identify and escalate potential client pain points to appropriate functional leads to improve the client experience
    • Collaboratively problem solve for these pain points with other functional leads
  • Be the client voice for your region to non-Delivery teams, such as Marketing and Sales, for the best client experience
• Client Value Maximization
  • Work closely with the Commercial teams to ensure clients realize the full value that Context can offer them in their travel and learning plans
  • Identify opportunities for growing our brand value via appropriate upsell and cross sell recommendations that will improve the overall client experience

Additional responsibilities:

• Contribute to and support the successful end-to-end delivery of regional and global tours across all functions
• Mentor and train seasonal contractors and Delivery colleagues 
• Collaborate with Global Client Support Manager and other regional Client colleagues to identify, propose, and implement communication and process improvements as needed while monitoring the success of the initiative. 
• Actively contribute to weekly regional Delivery team and cross-regional meetings
• Participate in cross-regional initiatives and lead project working groups

WHAT YOU’LL BRING

• Minimum 3-5 years of work experience in the travel or hospitality sector
• Deep knowledge of the UK or Iberia, and an infectious desire to share this knowledge with others
• Deep understanding of the needs and interests of North American travelers to UK and Iberia
• Excitement to work in a fast-paced environment
• Commercial savviness and a proactive, self-starter mentality 
• Strong verbal and written communication skills (active listening, collaboration, etc.)
• Fluency in English, fluency in Spanish or Portuguese is a bonus!
• A curious, open mind, and a willingness to learn and grow

In exchange, we are thrilled to offer:

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to digital lectures and, audio guides, and in-person small group tours
• Annual learning & wellness stipend to pursue personal and professional interests
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect and celebrate with colleagues in person. (Past locations include New York City, Philadelphia, Lisbon, Barcelona, and Mexico City. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)

Context Travel is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.