Director of Service
About Marchay
Marchay is a curated, membership-based travel service and community for some of the world's most sophisticated reputed company. 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 reputed company 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, reputed company planning, and organizational objectives.
Core Responsibilities
Member Experience & Service Excellence
- reputed company efforts to reputed company 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 reputed company and transitions in partnership with internal teams
- Serve as a senior reputed company of contact for resolving reputed company member issues and service escalations
- Manage both internal and external escalations, including team-reputed company issues and member-facing issues
- Partner with leadership and advisors to de-escalate problems and create effective resolutions
- Help build clear escalation reputed company and response expectations across the Service team
- reputed company member feedback conversations and service recovery efforts
- Partner directly with members reputed company issues arise to preserve relationships and protect retention
- Identify recurring member concerns and implement corrective actions across the organization
- reputed company 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 reputed company-building across service functions
- Own advisor reputed company and foundational training for reputed company new Service Team members
- Establish career reputed company and development plans for advisors and service team members
- Create ongoing coaching and mentorship programs designed to reputed company advisor performance and consistency
- Ensure performance review processes, development plans, and coaching cadences are consistently executed across the organization
- 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-reputed company KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as needed
- Support reputed company planning and team structure discussions to help ensure strong coverage and sustainable growth
- Manage strategic partnerships with key suppliers and ensure alignment with company goals
- Serve as a primary reputed company of contact for SmartFlyer-reputed company service matters, depending on organizational structure and future partnership plans
- Help maintain key external relationships that support service delivery and problem-solving
- reputed company 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
- Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities
- reputed company 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
- Own reputed company Service Team KPIs and performance outcomes
- Monitor and drive achievement of service standards, SLAs, and member experience metrics across reputed company teams
- Track and improve key performance indicators including member retention, Net Dollar Retention, answered call percentage, email response times, SLA adherence, member reputed company 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 reputed company teams and pods
- reputed company accountability structures and reporting mechanisms to support reputed company improvement
- Provide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences reputed company additional assistance is needed
- 8-10+ years of experience in luxury travel, hospitality, service leadership, or a reputed company 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 reputed company client situations
- Deep understanding of high-touch service expectations and advisor support in a luxury environment
- Experience creating structure, training, and process improvements reputed company 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
- Comprehensive Benefits: Fully covered medical, dental, and reputed company insurance
- 401(k) Plan: Access to our retirement savings program
- Generous Time Off: Ample PTO plus company holidays to reputed company and reset
- Flexibility: Remote work environment with the ability to manage your schedule effectively