ABOUT CONTEXT
Context has redefined the travel industry by bringing authentic experiences to life both online and in-person in over 60 cities around the world. Context Travel – our in-person offering – provides half and full day walking tours (private or small group shared experiences) that dive deep into a city's rich history and culture. Context Learning – our online offering – provides live and on-demand seminars, courses, and virtual tours. We are the first to make it possible to learn through travel before, during and after a trip — creating those unforgettable moments that our guests treasure for a lifetime.
Context is a long-standing tour company and B Corp, backed by growth equity since 2017.
ROLE
Expert Community Manager - France, Central & Northern Europe
LOCATION
Europe Remote
START DATE
ASAP
JOB DESCRIPTION
The Context Delivery team is responsible for the end to end success of all Context experiences for all stakeholders— clients, advisors, experts (our tour guides), vendors, and partners— organizing the highest quality, personalized cultural experiences while maintaining efficient operations. The Expert Community Manager - France, Central & Northern Europe for Context is a key member of the France, Central & Northern Europe Delivery team and is responsible for the relationship management and day to day operations of the regional expert (tour guide) community, as well as the implementation of global expert community strategy at the regional level. In this role, you will report to the France, Central & Northern Europe Delivery lead and work closely with the Director of Expert & Product Development and the entire France, Central & Northern Europe Delivery team to support all aspects of the timely and successful delivery of the region's experiences.
As a primary point of contact for regional experts and a representative of the company, the role requires a high level of communication skills, attention to detail, and the ability to work well with a variety of individuals across cultures and time zones.
ROLE AND RESPONSIBILITIES Deliver a positive connection between the expert community and the Context team.Ensure the best experts are available for each tour.Communicate relevant local information from the regional expert communities to the Delivery team, and communicate relevant company information to the regional expert communities.Recruit experts for regional supply needs based on analysis surfaced by regional lead.Provide global account management for the regional community and DMC partners, including:Onboarding - Holistic onboarding with training materials to ensure new experts are fully prepared ahead of the first tour and are set up for success.Day to day management - be a point of contact for experts and respond to inquiries in a timely manner.Ensure expert profiles are up to date and accurately annotated.Prepare end of month accounting for approval by Global Expert Director.Performance management - Oversee client survey feedback and proactively communicate it to experts along with recommendations for improvement.Execute regular reviews and performance improvement plans.Make recommendations to regional owner for offboarding guides and manage process.Build and foster strong relationships with individual guides and ambassadors.Monitor and respond to regional Whatsapp groups and other community engagement fora.Collaborate on regional travel and digital product development.Be the point person for any marketing or other project work relevant to the region.Monitor and measure against engagement KPIs and quality rubrics.Have a pulse on regional guiding trends and regulations.Assist with developing expert resources and maintaining an expert knowledge hub.Schedule, plan, and lead regional expert events and trainings.Travel periodically to relevant markets to meet experts on the ground.Facilitate distribution of Context swag and other branded materials to experts on the ground.Contribute to global expert communications initiatives.Support other global Expert community strategic initiatives.Additional responsibilities: Contribute to and support the successful end to end delivery of regional and global tours.Maintain deep knowledge of our regional portfolio and fulfillment processes.Participate in and execute against France, Central & Northern Europe Delivery and global Expert strategies.Mentor and train seasonal contractors and Delivery colleagues.Collaborate with Global Expert Director and other regional Expert Community colleagues.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 A passion for people, traveling, and learning about world culture, history, and art.Expertise in France and/or Central and Northern European culture and geography.Work experience in the cultural sector or travel industry preferred.Work experience in a corporate environment a plus.Digital native or strong digital proficiency.Mac proficiency preferred.Native-level English; proficiency in another European language a plus.Ability to work efficiently in a remote, fast-paced, international, tech-reliant environment.Experience as a tour guide is a plus.You are able to work legally in the country in which you reside.Day-to-day, you'll need to be able to: Work in a fast-paced, remote environment.Raise your hand for projects and initiatives.Understand our end-to-end process.Prioritize weekly work for yourself.Navigate difficult conversations with empathy and tact.Care about what motivates PEOPLE.In exchange, we are thrilled to offer: A supportive, mission-oriented work environment.Unlimited access to online lectures and in-person tours.Annual learning & wellness stipend.Competitive compensation.Tech stipend.Flexible PTO.A remote-first work policy.An annual company retreat to connect with international colleagues.Context Travel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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