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 teamDefine, reinforce, and improve service standards to ensure a consistent, high-touch member experienceIdentify service gaps and recommend improvements in partnership with leadershipEnsure 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 escalationsManage both internal and external escalations, including team-related issues and member-facing issuesPartner with leadership and advisors to de-escalate problems and create effective resolutionsHelp build clear escalation pathways and response expectations across the Service teamLead member feedback conversations and service recovery effortsPartner directly with members when issues arise to preserve relationships and protect retentionIdentify recurring member concerns and implement corrective actions across the organization Team Leadership, Training & Development Oversee service team development, including training, mentorship, and performance managementAct as a trusted coach and resource for advisors and service team membersHelp define clearer roles, responsibilities, and KPIs across the Service teamSupport career development and skill-building across service functionsOwn advisor onboarding and foundational training for all new Service Team membersEstablish career pathways and development plans for advisors and service team membersCreate ongoing coaching and mentorship programs designed to elevate advisor performance and consistencyEnsure 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 effectivenessHelp implement scalable processes that improve consistency without requiring this role to own every operational taskContribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as neededSupport 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 goalsServe as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plansHelp maintain key external relationships that support service delivery and problem-solvingDevelop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companiesServe 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 opportunitiesOversee or coordinate trade show attendance for advisors, including allocation planning and communicationSupport management of FAM trip processes and advisor participation in line with company policies and budgetsEstablish fair and transparent processes for FAM and tradeshow participationEnsure FAM opportunities align with advisor development goals and company prioritiesMonitor participation and return-on-investment from educational travel opportunities Service Team Performance & Retention Ownership Own all Service Team KPIs and performance outcomesMonitor and drive achievement of service standards, SLAs, and member experience metrics across all teamsTrack and improve key performance indicators including member retention, Ne