Director of Service

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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