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,