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Jobs at Context Travel

Docent Learning and Community Manager

Location: Berlin, Berlin, Germany

Department: Program Management

Type: Full Time

Min. Experience: Experienced

 

Our company

Context is a small, dynamic company in the tours and activities sector of the travel industry. We organize expert-led tours for the intellectually curious in 41 cities worldwide and operate in an increasingly competitive space. We also enjoy a strong customer base and cult-like following.

 

Our critically acclaimed tours are led by our consortium of MA- and Ph.D.-level scholars and experts, whom we refer to as Docents. They are the face of our organization towards our clients. With a team located in Philadelphia, Berlin, Paris, Rome, Edinburgh, Seoul, and Rio de Janeiro, we currently operate in 42 cities around the world and expanding to more.

 

The position and goals

The docent learning and community manager manager is part of the program management team, which is responsible for managing the docents and operating our daily tours around the world.  This person will report to the program director, who is based in Berlin.  

 

The goals of the position are to  raise the performance of our docents as measured by client surveys and to improve other KPIs related to engagement.

 

Description of duties

  • Establish processes for the selection, onboarding and continuous training of our  Docents
    • Build and manage a system for recruiting docents worldwide
    • Refine and manage the interviewing and onboarding process for docents.
    • Annual and ongoing training and development of docents, including 1-on-1 and 1-on-many events
    • Programming and management of learning and development events for docents worldwide.
    • Maintain, improve, and expand training and learning materials for docents, including video and webinars.
    • Responsible for ensuring that docents carry the brand message of Context in their interaction with clients.
    • Maintain and improve the docent manual
    • Continuous production and maintenance of the Context Learning Website, a docent platform for continuous learning, training and development
    • Create and run workshops for docent development in the different Context cities (in coordination with program managers) and via hangout and webinars
  • Monitor and improve the KPIs of the docents.  
    • Work with program managers in the continuous feedback and development of docents, including:
      • Performance (customer feedback)
      • Engagement (responsiveness)
      • Workload
    • Monitoring of customers’ feedback
    • Continuous training and Development of Program Manager team
      • Develop and implement a self-evaluation system for docents    
  • Implement processes for our family and other special programs
    • Produce and maintain a training program for family docents based on Visual Thinking Strategies.
    • Recruit and onboard new family docents
    • Run family program seminars
    • Build and maintain training and development materials for mobility-friendly tours

Requirements

  • Credentials in the fields of visitor experience or museum education. You have extensive experience in art mediation/education with a strong focus on visitor experience.  You are able to create narratives and know how to make information digestible to the lay public.
  • Strong presence and emotional intelligence.  You enter a room and people notice you. You immediately start networking with individuals.  You relate to many different cultures, and are aware of how to communicate in different wavelengths - in Italy or in Japan.
  • Commercial sensibility. You understand how communicating brand values relates to the bottom line. You have a love for scaling programs and seeking efficiencies.
  • Tech-savvy and organized. In order to run the different platforms, work with remote communities, run webinars, etc. you need to be on top of technical tools.   
  • Ready to travel. You will probably travel around 25% of your time (about a week a month).
  • Team capable. You are able to work with a team and motivate people who don’t necessary report into you in order to drive shared KPIs.

Start date

As soon as possible

 

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