CX Delivery Associate, UK, Ireland, Iberia, Americas

CX Delivery Associate, UK, Ireland, Iberia, Americas

ROLE: Delivery Associate, UK, Ireland, Iberia, Americas

LOCATION: Spain or UK, remote

JOB DESCRIPTION

The Context Delivery team is responsible for the end to end success of all Context experiences for all stakeholders— clients, advisors, experts, vendors, and partners— organizing the highest quality personalized cultural experiences while maintaining efficient operations. The Delivery Associate, UK, Ireland, Iberia, Americas for Context is a key member of the UK, Ireland, Iberia, Americas Delivery team and supports regional client and advisor communications and operational workflow for a high-quality tour product. As Delivery Associate, UK, Ireland, Iberia, Americas , your primary focus is supporting the regional client journey, from advising on pre-booking trip planning and experience selection to facilitating post-booking adjustments, supporting on the ground issues, and ensuring post-trip feedback is shared broadly and actioned against. In this role, you will report to the Delivery Director, UK, Ireland, Iberia, Americas and work closely with the regional Client lead, the Global Client Support Associate, the on the ground team, and other regional Delivery Associates. You will also collaborate with the entire UK, Ireland, Iberia, Americas team to support all aspects of the timely and successful delivery of the region’s experiences.

As this role requires direct interaction, collaboration, and shared client communications and task responsibility with other Context Delivery colleagues and as a direct representative of Context to clients and advisors, the role requires a high level of professional service skills, communication skills, proactivity, and the ability to work well with a variety of individuals.

ROLE AND RESPONSIBILITIES

• Regional Client Support
  • Provide top quality support to advisors and clients traveling in your region including
    • Assist with placing and adjusting orders
    • Manage necessary follow ups
    • Ensure relevant and helpful client information is flowed into orders and expert notes
    • Action regional client tasks
  • Work closely with regional Director, Global Client lead, and other regional Delivery Associates to identify gaps and needs in the client experience journey to ensure Context is providing the best service to our clients
  • Track client requests for non-Context products to support client-driven portfolio

• Cross Functional Support and Collaboration
  • Action assigned fulfillment, portfolio, and expert tasks as needed
  • Support 1:1 expert communications as they relate to scheduled tours
  • 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

• Cultivate 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

• Client Value Maximization
  • Identify opportunities for growing our brand value via appropriate upsell and cross sell recommendations that will improve the overall client experience

Additional responsibilities:

• 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
• Actively contribute to weekly regional Delivery team and cross-regional meetings
• Participate in cross-regional and seasonal initiatives such as annual portfolio product cleaning

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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