About Marchay
Marchay is a curated, membership-based travel service and community for some of the world's most sophisticated travelers. Broadly recognized as one of the country's most elite luxury travel services. A key benefit of membership is dedicated, unbiased service from a highly experienced travel team. Marchay offers unlimited, bespoke trip planning and execution, access to pre-vetted private homes and villas, and preferred partner benefits at over 1,200 luxury hotels worldwide.
Role Summary
The Director of Service is responsible for leading Marchay's Service team and ensuring exceptional member experiences through strong leadership, performance management, training, and operational excellence. This role owns service team performance, member retention initiatives, service standards, escalation management, advisor development, and key industry relationships. The Director of Service serves as the senior leader for the Service team and partners closely with Membership, Operations, and Executive Leadership to support company growth, capacity planning, and organizational objectives.
Core Responsibilities
Member Experience & Service Excellence
- Lead efforts to elevate the member experience across the Service team
- Define, reinforce, and improve service standards to ensure a consistent, high-touch member experience
- Identify service gaps and recommend improvements in partnership with leadership
- Ensure adherence to service expectations and service level agreements (SLAs)
- Support timely and seamless member onboarding and transitions in partnership with internal teams
Escalation Management
- Serve as a senior point of contact for resolving complex member issues and service escalations
- Manage both internal and external escalations, including team-related issues and member-facing issues
- Partner with leadership and advisors to de-escalate problems and create effective resolutions
- Help build clear escalation pathways and response expectations across the Service team
- Lead member feedback conversations and service recovery efforts
- Partner directly with members when issues arise to preserve relationships and protect retention
- Identify recurring member concerns and implement corrective actions across the organization
Team Leadership, Training & Development
- Oversee service team development, including training, mentorship, and performance management
- Act as a trusted coach and resource for advisors and service team members
- Help define clearer roles, responsibilities, and KPIs across the Service team
- Support career development and skill-building across service functions
- Own advisor onboarding and foundational training for all new Service Team members
- Establish career pathways and development plans for advisors and service team members
- Create ongoing coaching and mentorship programs designed to elevate advisor performance and consistency
- Ensure performance review processes, development plans, and coaching cadences are consistently executed across the organization
Service Operations & Cross-Functional Coordination
- Partner closely with leadership and operations to improve service workflows and team effectiveness
- Help implement scalable processes that improve consistency without requiring this role to own every operational task
- Contribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as needed
- Support capacity planning and team structure discussions to help ensure strong coverage and sustainable growth
Strategic Partnerships & External Relationships
- Manage strategic partnerships with key suppliers and ensure alignment with company goals
- Serve as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plans
- Help maintain key external relationships that support service delivery and problem-solving
- Develop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companies
- Serve as the primary service contact for strategic external partnerships and consultants
Trade Shows, FAMs & Industry Coordination
- Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities
- Oversee or coordinate trade show attendance for advisors, including allocation planning and communication
- Support management of FAM trip processes and advisor participation in line with company policies and budgets
- Establish fair and transparent processes for FAM and tradeshow participation
- Ensure FAM opportunities align with advisor development goals and company priorities
- Monitor participation and return-on-investment from educational travel opportunities
Service Team Performance & Retention Ownership
- Own all Service Team KPIs and performance outcomes
- Monitor and drive achievement of service standards, SLAs, and member experience metrics across all teams
- Track and improve key performance indicators including member retention, Net Dollar Retention, answered call percentage, email response times, SLA adherence, member onboarding timelines, escalation resolution times, and team productivity metrics
- Partner with leadership to identify trends, performance gaps, and opportunities for improvement
- Ensure consistent service delivery across all teams and pods
- Develop accountability structures and reporting mechanisms to support continuous improvement
- Provide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences when additional assistance is needed
Requirements
CORE REQUIREMENTS
- 8-10+ years of experience in luxury travel, hospitality, service leadership, or a related high-touch client environment
- At least 5 years of experience as a luxury travel advisor
- Meaningful people leadership or team mentorship experience
- Strong experience handling escalations, service recovery, and complex client situations
- Deep understanding of high-touch service expectations and advisor support in a luxury environment
- Experience creating structure, training, and process improvements within growing teams
- Familiarity with travel industry partnerships, host agency relationships, and advisor support models
- Available during Eastern Time business hours and for weekend and holiday team coverage
- Bachelor's degree
- Experience managing supplier relationships and working with Sabre is a plus
Benefits
- Comprehensive Benefits: Fully covered medical, dental, and vision insurance
- 401(k) Plan: Access to our retirement savings program
- Generous Time Off: Ample PTO plus company holidays to recharge and reset
- Flexibility: Remote work environment with the ability to manage your schedule effectively
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