Senior Delivery Associate, Client , Asia Pacific

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:
Senior Delivery Associate, Client Experience, Asia-Pacific

LOCATION:

Remote role

SCHEDULE:

Monday-Tuesday, 12:30pm-9:30pm GMT, Wednesday-Friday 6am-3pm GMT (Wed-Fri hours required in order to crossover with APAC Regional Director working Japan.)

SALARY:
Commensurate with experience

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.

• 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
• 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 upscale client pain points, collaborating across teams to continuously improve processes and service

• Mentor and train seasonal contractors and Delivery colleagues
• Actively contribute to weekly Delivery team and cross-regional meetings
• Participate in region agnostic initiatives

• 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)
• Japanese language ability (preferred)
• Demonstrated autonomous ownership: can triage, decide, and close loops without heavy…