Director of Service

About the Role

Marchay's service team is the backbone of its luxury travel service, providing dedicated, unbiased support to its members. The team's efforts are focused on creating memorable, personalized experiences that exceed members' expectations, whether it's planning a bespoke vacation, arranging access to exclusive events, or simply providing timely and helpful advice. The Director of Service will be responsible for nurturing this team, fostering a culture of excellence, and continually seeking ways to innovate and improve the service offering.

The luxury travel market is highly competitive, and Marchay differentiates itself through its curated, membership-based model and its commitment to delivering exceptional service. As such, the Director of Service must be adept at building and maintaining strong relationships with members, partners, and suppliers to ensure that Marchay remains at the forefront of the industry.

What You Will Do

• Lead the service team, overseeing all aspects of service delivery, including member onboarding, trip planning, and issue resolution.
• Develop and implement service standards, ensuring consistency and excellence across all member interactions.
• Manage service-related metrics and KPIs, using data to inform service improvements and optimize team performance.
• Partner with the Operations team to streamline processes, reduce inefficiencies, and enhance the overall member experience.
• Collaborate with the Membership team to identify opportunities to upsell or cross-sell services, driving revenue growth and deepening member engagement.
• Serve as a senior point of contact for resolving complex member issues and service escalations, ensuring timely and effective resolutions.
• Develop and maintain strategic partnerships with key suppliers and partners, ensuring alignment with company goals and objectives.
• Oversee the development of service team members, providing coaching, mentoring, and training to ensure they have the skills and knowledge needed to excel in their roles.
• Stay abreast of industry trends, competitor activity, and emerging technologies to identify opportunities for innovation and growth.

What We Are Looking For

• Proven leadership experience in a service-oriented environment, preferably within the luxury travel or hospitality sectors.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with members, partners, and team members.
• Strong operational expertise, with experience in process improvement, metrics-driven decision making, and team performance management.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands.
• Proficiency in Excel and other Microsoft Office tools, with experience in data analysis and reporting.
• Strong problem-solving and conflict resolution skills, with the ability to remain calm under pressure.
• A passion for delivering exceptional customer experiences, with a deep understanding of the needs and preferences of discerning travelers.
• Experience in managing and developing high-performing teams, with a focus on coaching, mentoring, and talent development.

Nice to Have

• Experience working with luxury travel companies or high-end hospitality brands.
• Knowledge of the luxury travel market, including key destinations, experiences, and trends.
• Familiarity with customer relationship management (CRM) systems and other service-related technologies.
• Certification in a relevant field, such as hospitality or travel management.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a leading luxury travel company, known for its exceptional service and bespoke experiences.
• Collaborative and dynamic work environment, with a passionate and experienced team.
• Professional development opportunities, including training, mentoring, and career advancement.
• Access to exclusive events, experiences, and partnerships, allowing for a deeper understanding of the luxury travel market.
• Flexible working arrangements, including remote work options and a comprehensive wellness program.

• Tip: When applying, be sure to highlight your experience in leading service teams, managing complex customer relationships, and driving operational excellence.
• Showcase your knowledge of the luxury travel market, including key trends, destinations, and experiences that discerning travelers are looking for.
• Emphasize your ability to build strong relationships with partners and suppliers, as well as your experience in managing service-related metrics and KPIs.
• Be prepared to provide specific examples of how you have driven service improvements, managed service escalations, and developed high-performing teams.
• Consider creating a portfolio or case studies that demonstrate your expertise in service leadership, operational management, and team development.
• When negotiating salary, be sure to research the market rate for similar roles and highlight your unique skills and experience.
• Red flags to watch for include a lack of clarity around the company's vision, values, or service standards, as well as inadequate support for team development and growth.