Director of Marketplace

About this role

Reports to: Group COO Function: Marketplace / Operations & Commercial
B2B Contract

About the role
We're looking for a Director of Marketplace to build, scale, and grow our premium Lifestyle & Travel vertical — with wellness at its core. Reporting directly to the Group COO, you'll own both the commercial growth and the operational foundation of a curated marketplace that connects discerning, experience-driven members with the best of wellness, travel, and lifestyle.
Wellness is the centre of gravity for this vertical. The most valuable experiences our members want — and the fastest-growing part of premium travel and lifestyle — are built around wellbeing: wellness retreats, spas and longevity clinics, fitness and recovery, mental health and mindfulness, and health-led travel. You'll own this category end-to-end alongside the broader travel and lifestyle services (hotels, flights, accommodations, eSIMs, and exclusive perks), and make it the reason members choose this product.
This is a commercial and operational leadership role. You'll grow the marketplace — acquiring premium supply, driving demand and conversion, and owning the economics — while turning a fragmented ecosystem of partners into a scalable, reliable, and genuinely premium offering. The ideal candidate has built and grown a premium travel, wellness, or lifestyle-services marketplace and knows what an exceptional, members-first standard of service actually feels like.

What you'll own
1. Marketplace growth & commercial
Own the growth and commercial performance of the vertical — GMV, revenue, take-rate, and unit economics

Acquire and curate premium supply across wellness, travel, and lifestyle, with wellness as the priority category

Drive the demand side: conversion, attach rate, repeat usage, and marketplace liquidity (balancing supply and demand)

Negotiate partner commercial terms — rates, inventory access, exclusivity, and co-marketing

Build the merchandising and curation strategy that makes premium wellness and travel experiences easy to discover and book

Identify and launch new wellness and lifestyle categories, partners, and markets to expand the offering

2. Operational leadership & strategy
Define and execute the operational strategy for wellness, lifestyle, and travel services

Build scalable processes, frameworks, and playbooks for partner onboarding and lifecycle management

Identify operational gaps and inefficiencies and implement structured improvements

Establish clear ownership, accountability, and KPIs across all operational streams

3. Partner operations & ecosystem management
Own onboarding, integration, and ongoing operations of partners (wellness retreats and clinics, spas, fitness and recovery providers, hotels, airlines, OTAs, eSIM providers, perks platforms, etc.)

Manage outsourced service providers, including concierge support and customer experience vendors, while protecting a premium, on-brand standard of service

Define SLAs, performance metrics, and accountability frameworks for external vendors

Ensure partners meet performance, SLA, and quality standards — and the curation bar for a premium audience

Build strong relationships with key partners and act as the primary operational and commercial escalation point

Continuously evaluate and expand the partner ecosystem to improve coverage, quality, and value

4. Premium member experience & service reliability
Own the end-to-end member journey across all wellness, lifestyle, and travel services

Set and protect a premium, members-first service standard — proactive, white-glove, and built around trust and care

Ensure high reliability across discovery, booking, fulfillment, and post-purchase support flows

Lead travel disruption and duty-of-care response (cancellations, delays, emergencies) with 24/7 readiness and rebooking at scale

Monitor and improve premium experience metrics (NPS/CSAT, conversion, success rate, cancellations, complaints, resolution time)

Work closely with Support teams to identify pain points and proactively resolve them before members feel them

5. Cross-functional coordination
Act as the central bridge between Operations, Product, Engineering, QA, Support, Compliance, and Partnerships

Ensure smooth integration of partner services into the product ecosystem

Drive alignment across teams so features are correctly implemented, tested, and launched

Create structured feedback loops between Support, QA, and Product teams to improve member experience

6. Issue resolution & escalation management
Build frameworks for identifying, triaging, and resolving operational issues

Oversee resolution of complex issues across bookings, payments, fulfillment, and partner failures

Partner closely with Finance teams to resolve payment-related issues including failed transactions, refunds, reconciliation gaps, and settlement discrepancies

Ensure strong coordination between Operations, Finance, Support, and Engineering for timely issue resolution

Establish escalation protocols across internal teams and external partners

7. Process optimization & internal efficiency
Streamline internal workflows between Operations, Support, QA, and Engineering

Reduce friction in partner integrations and service delivery

Introduce automation and tooling where possible to improve efficiency

Ensure documentation and SOPs are maintained and followed

8. Performance, analytics & member insight
Define and track KPIs for growth, partner performance, operational efficiency, and member experience

Build dashboards and reporting systems for visibility across stakeholders

Use member data and insight to drive personalization, offers, and lifetime value — not just reporting

9. Compliance, trust & risk management
Work with Legal and Compliance teams to ensure all partner agreements meet regulatory requirements

Own trust & safety and fraud risk across bookings and payments (booking fraud, fake inventory, chargebacks, refund abuse)

Ensure operational processes…