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

Expert Community Management

• 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. Assist new experts with preparation of tour planning. Ensure expert tour plans are aligned with Context mission and values
  • Day to day management - be a point of contact for experts and respond to inquiries in a timely manner. Facilitate expert calendar updates and scheduling. Assist with resolving expert-related tour and on-the-ground issues. Be an ear. 
  • Ensure expert profiles are up to date and accurately annotated, including accurate tagging and tiering based on global Expert strategy
  • Prepare end of month accounting for approval by Global Expert Director and liaise with accounts payable team to ensure timely payments. Assist with expert-related accounting issues on a case-by-case basis
  • Performance management -  Oversee client survey feedback and proactively communicate it to experts along with recommendations for improvement and development resources as necessary; make decisions about whether to hide feedback from public facing website.  Celebrate positive feedback to foster a supportive community
  • Execute regular reviews and performance improvement plans; escalating to regional owner to execute as necessary
  • 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 including facilitating expert focus groups and making recommendations for tour rosters
• Be the point person for any marketing or other project work relevant to the region in consultation with global Expert Community Director
• Monitor and measure against engagement KPIs and quality rubrics
• Have a pulse on regional guiding trends and regulations both within and beyond the Context community, including trends related to guide fees and standard practices as well as general sentiment towards Context and competitors; proactively report on such trends
• Assist with developing expert resources and maintaining an expert knowledge hub
• Schedule, plan, and lead regional expert events and trainings in consultation with regional owner and global Expert Community Director
• 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 such as the monthly newsletter
• Support other global Expert community strategic initiatives including implementing policies and changes with regional community

Additional responsibilities:

• Contribute to and support the successful end to end delivery of regional and global tours across all functions
• Maintain deep knowledge of our regional portfolio and fulfillment processes
• Participate in and execute against France, Central & Northern Europe Delivery and global Expert strategies such competitive fee assessments and pre-scheduling
• Mentor and train seasonal contractors and Delivery colleagues 
• Collaborate with Global Expert Director and other regional Expert Community colleagues to identify, propose, and implement process and relational 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

• 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 - you have lived and/or spent substantial time there
• Work experience in the cultural sector or travel industry preferred
• Work experience in a corporate environment a plus
• Digital native or strong digital proficiency - preference for applicants with experience in Front, Slack, HubSpot and Google for Business suite (Google Sheets, Docs, Forms, Drive, Gmail)
• 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, independently and as part of a distributed team
• Experience as a tour guide is a plus 
• You are able to work legally in the country in which you reside. Context is not able to sponsor work visas.

Day-to-day, you'll need to be able to:

• Work in a fast-paced, remote environment; be ready to make informed suggestions and decisions concerning tour itineraries and venue requirements
• Raise your hand for projects and initiatives involving colleagues across time zones, functions, and levels - there are endless learning and growth opportunities
• Understand our end-to-end process and its impact on the customer experience, expert experience, and internal process scalability 
• Prioritize weekly work for yourself with a view of the goals for the month, knowing that “trade-offs” are part of prioritization and efficiency
• Navigate difficult conversations with empathy and tact
• Care about what motivates PEOPLE: we are a people-centric business connecting customers with our amazing experts and travel experiences across the globe

In exchange, we are thrilled to offer:

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to online lectures and in-person tours
• Annual learning & wellness stipend to pursue personal and professional interests
• Competitive compensation
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect with international colleagues (past locations include Rome, Barcelona, and Mexico City)

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.