Context Travel is hiring a
Expert Tour Guide Community Manager

Summary

The job is for an Expert Community Manager responsible for managing relationships with regional tour guides, day-to-day operations, onboarding, performance management, and more at Context Travel, a travel company offering in-person and online experiences. The position is remote and requires native-level English; proficiency in another European language is a plus.

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
• 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
• 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
• 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