Shainin

Director

• 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
• 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
• 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
• 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
• 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
• 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
• 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.

Director of Service

Advisor

• Provide outstanding concierge service by managing and fulfilling diverse member requests promptly and accurately.
• Coordinate travel bookings including accommodations, transfers, dining reservations, and activities in line with member preferences.
• Research and recommend unique, luxury experiences tailored to individual member interests.
• Build and maintain strong relationships with luxury hotels, transportation providers, and local partners globally.
• Communicate proactively with members to provide updates and ensure satisfaction throughout their travel experience.
• Collaborate with internal teams to streamline service delivery and enhance the overall member experience.

Concierge Advisor

General

• Lead and manage a team of Luxury Travel Advisors, fostering collaboration and excellence in client service.
• Maintain close relationships with high-net-worth members to understand their travel preferences and deliver personalized travel solutions.
• Oversee and contribute to the development of highly detailed, customized travel itineraries involving luxury accommodations, private villas, premium air travel, and exclusive experiences.
• Coordinate with global suppliers including hotels, destination management companies (DMCs), villa agencies, and local concierges to ensure flawless trip execution.
• Drive continuous improvement initiatives to enhance member experience and operational efficiency.
• Provide mentorship, training, and guidance to team members to develop their skills and industry knowledge.
• Stay up-to-date with emerging luxury travel trends, new destinations, and industry advancements.
• Manage multiple complex trips simultaneously with meticulous attention to detail.

Senior Luxury Travel Advisor

Strategy

• Collaborate with Senior Advisors to provide strategic coverage in managing a portfolio of high-profile luxury clients.
• Assist in developing and refining bespoke itineraries that reflect members’ preferences and lifestyle.
• Coordinate bookings and logistics across multiple touchpoints including private villas, luxury hotels, transportation, and curated experiences.
• Serve as a primary point of contact for members during travel planning and execution stages, ensuring consistent and personalized communication.
• Maintain up-to-date knowledge of the luxury travel market, emerging destinations, and industry trends to provide insightful recommendations.
• Manage multiple trips simultaneously with excellence in organization and attention to detail.
• Contribute to continuous process improvements and team collaboration to enhance the member travel experience.

Luxury Travel Advisor

• Develop and manage customized travel itineraries for Marchay’s luxury members.
• Collaborate with team members to research destinations, accommodations, and experiences tailored to client preferences.
• Coordinate bookings including hotels, transportation, activities, and special requests with global suppliers.
• Provide highly personalized client service and relationship management throughout the travel planning and execution process.
• Maintain accurate and organized trip records in CRM systems.
• Stay up to date with luxury travel trends, new destinations, and partner offerings to provide insightful recommendations.
• Work efficiently in a fast-paced environment managing multiple trips simultaneously.

Content Marketing Manager

• Develop and lead Marchay’s content vision across social, editorial, video, email, and emerging platforms
• Independently generate creative concepts, campaigns, and storytelling opportunities
• Transform insider travel knowledge and member experiences into compelling, high-value content
• Establish Marchay as a leading voice in luxury travel and lifestyle
• Create content strategies that drive audience growth, engagement, brand awareness, and community trust
• Identify cultural, travel, hospitality, and luxury trends before they become mainstream
• Produce or oversee the creation of short-form video, social storytelling, editorial features, interviews, destination guides, and thought leadership content
• Collaborate closely with founders, advisors, members, and travel partners to uncover unique stories and perspectives
• Build a recognizable and differentiated brand voice
• Analyze performance metrics and continuously evolve content strategy based on audience behavior and engagement
• Experiment with new content formats, channels, and creative approaches

Director of Service

Concierge Advisor

Senior Luxury Travel Advisor

Luxury Travel Advisor

Luxury Travel Advisor

Head of Content – Brand Storytelling