Job description

About Marchay

Marchay is an invitation-style, membership travel service built for highly discerning travelers. It is widely regarded as one of the most exclusive luxury travel services in the country. Members receive dedicated, impartial support from a seasoned travel team, along with unlimited custom trip planning and execution, access to carefully vetted private homes and villas, and preferred partner perks at more than 1,200 luxury hotels around the world.

Role Overview

The Director of Service will lead Marchay’s Service function and be accountable for delivering outstanding member experiences. This position combines people leadership, training, performance oversight, escalation handling, and operational improvement. The role owns service team outcomes, retention-focused initiatives, service standards, advisor development, and important industry relationships. As the most senior leader within the Service team, this person will work closely with Membership, Operations, and executive leadership to support growth, staffing plans, and broader organizational goals.

Member Experience and Service Quality

Guide the Service team in raising the overall member experience.
Set, strengthen, and continuously refine service standards so members receive a consistent, high-touch experience.
Spot service shortfalls and work with leadership to design improvements.
Make sure the team follows service commitments and SLA targets.
Help coordinate smooth member onboarding and handoffs with internal partners.

Escalation Handling

Act as a senior contact for difficult member cases and service escalations.
Handle both internal and external escalation scenarios, including team issues and member-facing concerns.
Work with leaders and advisors to calm situations and deliver workable resolutions.
Build clear escalation routes and response standards for the Service team.
Lead feedback conversations and recovery actions when service issues occur.
Work directly with members when needed to protect relationships and retention.
Identify repeat concerns and drive corrective actions across the business.

Team Leadership, Coaching, and Development

Oversee advisor growth through training, mentoring, and performance management.
Serve as a dependable coach and support resource for service team members.
Help clarify responsibilities, KPIs, and operating expectations across the team.
Support career growth and capability building within service roles.
Own onboarding and foundational training for new Service team hires.
Create development paths and progression plans for advisors and team members.
Build continuous coaching and mentorship programs to improve consistency and performance.
Ensure reviews, development plans, and coaching rhythms are completed consistently.

Service Operations and Cross-Functional Work

Work with leadership and operations to improve service workflows and team efficiency.
Help introduce scalable processes that improve consistency without making this role responsible for every operational detail.
Contribute to service metrics and KPIs, and partner on reporting and analytics where needed.
Support workforce planning and team structure discussions to maintain coverage and enable growth.

Strategic Partnerships and External Relationships

Manage important supplier partnerships and make sure they align with company priorities.
Serve as a key service contact for SmartFlyer-related matters if the organization requires it in the future.
Maintain external relationships that support service delivery and issue resolution.
Build senior-level relationships with luxury travel suppliers, hotel partners, destination management companies, airline partners, and representation firms.
Act as the primary service contact for strategic partners and consultants.

Trade Shows, FAM Trips, and Industry Coordination

Maintain appropriate connections with industry contacts tied to trade shows and partner opportunities.
Oversee or organize advisor attendance at trade shows, including allocation planning and communication.
Support the handling of FAM trip processes and advisor participation within company policy and budget.
Set fair and transparent rules for trade show and FAM participation.
Ensure educational travel opportunities support advisor growth and company priorities.
Track participation and the return on investment from these opportunities.

Team Performance and Retention Ownership

Own Service team KPIs and overall performance outcomes.
Monitor and improve service standards, SLAs, and member experience measures across teams.
Track metrics such as retention, net dollar retention, answered call rate, email response time, SLA compliance, onboarding speed, escalation resolution time, and productivity.
Work with leadership to identify trends, performance gaps, and improvement opportunities.
Promote consistent service delivery across teams and pods.
Build accountability systems and reporting structures that support ongoing improvement.
Provide backup support as a travel advisor and collaborate across teams to maintain seamless service when extra help is needed.

Requirements

The ideal candidate brings deep experience in luxury travel or another high-touch client environment, along with meaningful people leadership background. They should be comfortable managing escalations, improving processes, and coaching teams in a fast-moving service setting.

Core Qualifications

8 to 10+ years of experience in luxury travel, hospitality, service leadership, or a similar premium client-facing environment.
At least 5 years working as a luxury travel advisor.
Demonstrated experience leading people or mentoring teams.
Strong background in escalation management, service recovery, and complex client situations.
Clear understanding of high-touch service standards and how to support advisors in a luxury setting.
Experience introducing structure, training, and process improvements in growing teams.
Familiarity with travel-industry partnerships, host agency models, and advisor support frameworks.
Availability during Eastern Time business hours, including weekend and holiday team coverage.
Bachelor’s degree.
Experience managing supplier relationships and using Sabre is an advantage.

Benefits

Fully covered medical, dental, and vision insurance.
Access to a 401(k) retirement savings plan.
Generous paid time off plus company holidays.
Remote work setup with flexibility to manage your schedule.

Additional Information

Official messages about this role and any other career opportunities from Marchay will be sent only through Workable or from the marchay.com domain. Applicants should be careful about spam or unofficial communication.

Director of Service