Expert Tour Guide Community Manager

ABOUT CONTEXT TRAVEL

Context Travel is a global day tour operator that connects intellectually curious travelers with local subject matter experts in over 60 destinations around the world.  Our guests often tell us that we are the best part of their trip, and we take great pride in creating unforgettable moments that are treasured for a lifetime. 

Context is a B-Corp and a long-standing company founded in 2003. We have been backed by growth equity since 2017.
 

ROLE: Expert Community Manager, France, Central & Northern Europe
LOCATION: Europe remote
SCHEDULE: Monday-Friday, 10am-6pm CET
START DATE: ASAP
SALARY: Commensurate with experience

JOB DESCRIPTION

Context's Delivery team ensures the seamless execution of exceptional cultural experiences for all stakeholders—clients, travel advisors, guides, vendors, venues, and partners. We create highly personalized experiences while maintaining smooth and efficient operations.

We're looking for an Expert Community Manager to strengthen and support our vibrant community of expert tour guides across the France, Central & Northern Europe (FraNCE) region.

As a key member of the FraNCE Delivery Team, you'll be responsible for managing relationships and overseeing day-to-day operations within the regional expert community. You'll also ensure that our global expert community strategy is successfully implemented at the regional level.

In this role, you'll report to the FraNCE Delivery Director and collaborate closely with the Global Director of Expert & Product Development and the wider FraNCE Delivery team to help ensure the timely, high-quality delivery of exceptional experiences across the region.

As the primary point of contact for our FraNCE experts and a representative of our brand, you'll bring strong communication skills, sound judgment, and a deep appreciation for working with people from diverse cultural backgrounds.
 

ROLE AND RESPONSIBILITIES

Deliver a positive connection between the expert community and the Context teamBuild and foster strong relationships with individual guides and ambassadorsRecruit experts for regional supply needs based on analysis surfaced by regional leadProvide 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 valuesDay 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 strategyPrepare end of month accounting and liaise with accounts payable team to ensure timely payments. Assist with expert-related accounting issues on a case-by-case basisPerformance management -  Oversee client survey feedback and proactively communicate it to experts along with recommendations for improvement and development resources as necessary; Execute regular reviews and performance improvement plansOffboarding - Make recommendations to regional lead for offboarding guides and manage process Communicate relevant local information from the regional expert community to the Delivery team, and communicate relevant company information to the regional expert communityMonitor and respond to regional Whatsapp groups and other community engagement foraCollaborate on regional travel and digital product development including facilitating expert focus groups and making recommendations for tour rostersBe the point person for any marketing or other project work relevant to the region in consultation with global Expert Community DirectorMonitor and measure against engagement KPIs and quality rubricsHave 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 trendsParticipate in and execute against France, Central & Northern Europe Delivery and global Expert strategies such competitive fee assessments and pre-schedulingAssist with developing expert resources and maintaining an expert knowledge hubSchedule, plan, and lead regional expert events and trainings in consultation with regional owner and global Expert Community DirectorTravel periodically to relevant markets to meet experts on the groundFacilitate distribution of Context branded materials to experts on the groundContribute to global expert communications initiatives such as the monthly newsletterSupport 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 functionsMaintain deep knowledge of our regional portfolio and fulfillment processesMentor 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 initiativeActively contribute to weekly regional Delivery team and cross-regional meetingsParticipate in cross-regional initiatives and lead project working groups 

WHAT YOU'LL BRING

A passion for people, travel, and world culture, history, and art
A curious, learning-driven mindset—you'd happily be one of our clients yourselfCultural sensitivity, empathy, and resilience when handling challenging situationsDeep knowledge of France and/or Central or Northern Europe, with substantial time spent living or working thereThe ability to work both independently and collaboratively in a remote, fast-paced, international environmentStrong organizational skills and versatility in managing varied responsibilitiesSolid digital proficiency, ideally with experience using Front, Slack, HubSpot, and Google Workspace2–3 years of relevant professional experience; background in travel, culture, or hospitality a plus, and corporate experience welcomeTour guiding experience a plusNative-level English; proficiency in French or a Central/Northern European language preferredValid authorization to work in the EU

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

Work in a fast-paced, remote environment; be ready to make informed suggestions and decisionsRaise your hand for projects and initiatives involving colleagues across time zones, functions, and levels - there are endless learning and growth opportunitiesUnderstand 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 efficiencyNavigate difficult conversations with empathy and tactCare 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 careUnlimited access to digital lectures and, audio guides, and in-person small group toursAnnual learning & wellness stipend to pursue personal and professional interestsTech stipendFlexible PTO (with no caps, encouraged minimums, and parental leave)A remote-first work policy - we have colleagues based in all four corners of the worldAn 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.)

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.

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