Senior Delivery Associate, Client Experience

Context Travel • Philadelphia, PA

7d • Remote

About The Position

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 are seeking a Senior Delivery Associate, Client Experience for our Asia-Pacific region, to support client, advisor, and expert communications as well as operational workflows for our high-quality tours in Japan, Seoul, Singapore, and Sydney. In this role, you will attend to the full client journey: from pre-booking trip planning and experience selection, to post-booking adjustments, on-the-ground support, and ensuring post-trip feedback is collected and acted upon.
The role reports into the APAC Delivery Director, and works closely with the APAC Operations Manager.

Requirements

• Native-level English written and spoken (required), with strong professional judgement in sensitive client and expert-facing communications
• Deep familiarity with and passion for Japan (required), including 3+ years lived or directly relevant professional experience, with a knack for inspiring others to visit.
• Comfort collaborating across global time zones with 2-3 days a week crossing-over with JST in order to work closely with the APAC Regional Director (required)
• Demonstrated autonomous ownership: can triage, decide, and close loops without heavy supervision.Sincere enthusiasm for connecting with clients both via email and over the phone
• An eagerness to close the sale and celebrate the win
• Resilience and composure—you handle unhappy clients with empathy and a thick skin
• Cultural sensitivity—you have experience and/or interest in working with colleagues and people from around the globe
• Versatility in managing a wide range of tasks and responsibilities in a fast paced environment
• Close attention to detail and strong working memory
• Comfortable self-serving on information and not afraid to ask questions for clarification
• A curious, learning-driven mindset—you’d happily be one of our clients yourself
• 3-5 years work experience in a related role. Travel or hospitality industry experience is a plus

Nice To Haves

• Japanese language ability (preferred)

Responsibilities

• Regional sales management and customer support
• Balance and action inbox workload to ensure personal, timely and accurate response to all regional client and advisor enquiries across all communication channels
• Nurture strong relationships with both first-time and returning clients and advisors by email and phone
• Maintain full ownership of the journey of identified VIP, Biz Critical, and high value clients
• Provide expert guidance to clients and advisors on our brand, product portfolio, and the destinations we serve
• Work with clients and travel advisors to build itinerary proposals, modify, and manage orders efficiently
• Client value maximization: Identify opportunities to upsell and cross-sell thoughtfully, maintaining warmth and discretion
• Manage 1:1 guide communications related to scheduled tours and daily operational needs
• Ensure accurate and timely transfer of essential client information to fulfillment teams, guides, partners, and on-the-ground guides
• Operational support and collaboration
• Provide regular, ongoing support for regional operations, such as
• QA upcoming tours
• Action client operations tasks
• Review orders and assign guides
• Annual tour product maintenance
• Partner with regional staff and global contractors to ensure accurate and seamless delivery of tours
• Develop a thorough understanding of end-to-end operations, tour products and expert community to offer clients clear information, personalized suggestions, and actionable guidance, and participate in regional operations workflow
• Proactively identify and escalate client pain points, collaborating across teams to continuously improve processes and service
• Additional responsibilities:
• Mentor and train seasonal contractors and Delivery colleagues
• Actively contribute to weekly Delivery team and cross-regional meetings
• Participate in region agnostic initiatives

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 enrichment stipend to pursue personal and professional interests
• Tech stipend
• Flexible PTO (with no caps, encouraged minimums, and parental leave)
• A remote-first work policy - we have colleagues based in all four corners of the world
• An annual company retreat to connect and celebrate with colleagues in person. (Past locations include New York City, Philadelphia, Lisbon, Barcelona, Mexico City, and Berlin. In 2024 we took the whole company to our birthplace, Rome, to celebrate our 20th anniversary.)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed