Senior Client Associate

Summary

Join Context Travel as a Senior Client Associate, focusing on the UK, Ireland, Iberia, and Americas regions. This remote role involves managing client communications, trip planning, and post-trip feedback. You will collaborate with the regional Delivery team to ensure high-quality tour experiences. Responsibilities include handling client inquiries, developing communication workflows, and providing exceptional customer service. The ideal candidate possesses 3-5 years of experience in travel or hospitality, strong communication skills, and a deep understanding of the regions served. Context offers a supportive work environment, flexible PTO, a remote-first policy, and various professional development opportunities.

Requirements

• Minimum 3-5 years of work experience in the travel or hospitality sector
• Deep knowledge of the UK or Iberia, and an infectious desire to share this knowledge with others
• Deep understanding of the needs and interests of North American travelers to UK and Iberia
• Excitement to work in a fast-paced environment
• Commercial savviness and a proactive, self-starter mentality
• Strong verbal and written communication skills (active listening, collaboration, etc.)
• Fluency in English
• A curious, open mind, and a willingness to learn and grow

Responsibilities

• Balance, distribute and action workload to ensure personal, timely and accurate response to all regional client and advisor enquiries across all communication channels
• 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, including Maintaining full ownership of the journey of identified VIP, Biz Critical, and high-value clients
• Assist placing and adjusting orders
• Manage necessary follow-ups
• Ensure relevant and helpful client information flows into orders and expert notes
• Ensure regional client tasks are actioned
• Provide primary support and guidance to the Delivery Associates supporting the regional teams, including but not limited to: Support with client order requests, proposal building, order management and review, client feedback and escalations
• Assist in onboarding, training, and mentoring new regional teammates on the regional client experience
• Work closely with the regional Directors, Global Client Support Manager, and other regional client leads to identify gaps and needs in the client experience journey to ensure Context is providing the best service to our clients
• Build and track client requests for non-Context products to support Client driven portfolio
• Work closely with the other functional leads in your region (Fulfillment, Expert, and Portfolio) to be aware of all impactful happenings across the region Ensure appropriate flow of relevant information to our clients and advisors
• Develop an understanding of the end-to-end operational functions within the region, to better provide clients with clear information, personal suggestions, and actionable instructions to improve the client experience
• Build and maintain a strong co-working relationship with Global Client Support and OTG teams
• Proactively identify and escalate potential client pain points to appropriate functional leads to improve the client experience Collaboratively problem solve for these pain points with other functional leads
• Be the client voice for your region to non-Delivery teams, such as Marketing and Sales, for the best client experience
• Work closely with the Commercial teams to ensure clients realize the full value that Context can offer them in their travel and learning plans
• Identify opportunities for growing our brand value via appropriate upsell and cross sell recommendations that will improve the overall client experience
• Contribute to and support the successful end-to-end delivery of regional and global tours across all functions
• Mentor and train seasonal contractors and Delivery colleagues
• Collaborate with Global Client Support Manager and other regional Client colleagues to identify, propose, and implement communication and process 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

Preferred Qualifications

Fluency in Spanish or Portuguese

Benefits

• A supportive, mission-oriented work environment with colleagues who care
• Unlimited access to digital lectures and, audio guides, and in-person small group tours
• Annual learning & wellness stipend to pursue personal and professional interests
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy
• An annual company retreat to connect and celebrate with colleagues in person. (Past locations include New York City, Philadelphia, Lisbon, Barcelona, and Mexico City. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)