Director of Marketplace

About the Role

We are looking for a Director of Marketplace to build, scale, and grow. Reporting directly to the Group COO, you will take full ownership of the vertical’s commercial growth, operational infrastructure, partner ecosystem, and member experience.

The marketplace will bring together premium wellness and travel services, including:

• Wellness retreats and longevity clinics
• Spas, fitness, and recovery services
• Mental health and mindfulness experiences
• Health-focused travel
• Hotels, flights, and accommodation
• Airport lounges and concierge services
• eSIMs, insurance, and exclusive lifestyle benefits

This is a senior commercial and operational leadership role for someone who has already built or scaled a premium travel, wellness, or lifestyle marketplace and understands how to deliver an exceptional, members-first experience.

Key Responsibilities # Marketplace Growth and Commercial Performance

• Own the commercial performance of the vertical, including GMV, revenue, take rate, and unit economics.
• Acquire and curate premium supply across wellness, travel, and lifestyle categories.
• Drive conversion, attach rate, repeat usage, and marketplace liquidity.
• Negotiate rates, inventory access, exclusivity, and co-marketing agreements with partners.
• Develop a merchandising and curation strategy that makes premium experiences easy to discover and book.
• Identify and launch new categories, partnerships, and markets.
• Use member insights to improve personalisation, offers, retention, and lifetime value.

# Operational Strategy

• Define and implement the operational strategy for wellness, lifestyle, and travel services.
• Build scalable processes and playbooks for partner onboarding and lifecycle management.
• Establish clear ownership, accountability, KPIs, and service standards.
• Identify operational gaps and implement structured improvements.
• Introduce automation and appropriate tools to improve operational efficiency.
• Ensure that internal documentation and SOPs are maintained and followed.

# Partner and Vendor Management

• Manage the onboarding, integration, and ongoing performance of marketplace partners.
• Build relationships with wellness clinics, retreats, spas, hotels, airlines, OTAs, eSIM providers, benefits platforms, and other service providers.
• Manage outsourced concierge and customer experience partners.
• Define SLAs, quality standards, and vendor performance metrics.
• Act as the primary commercial and operational escalation point for key partners.
• Continuously evaluate and expand the partner ecosystem.

# Premium Member Experience

• Own the end-to-end member journey across discovery, booking, payment, fulfilment, and post-purchase support.
• Set and protect a premium, members-first service standard.
• Ensure reliable service delivery with minimal friction.
• Lead responses to cancellations, delays, emergencies, and other travel disruptions.
• Establish 24/7 escalation and rebooking readiness where required.
• Monitor and improve NPS, CSAT, conversion, booking success rate, cancellations, complaints, and resolution time.
• Work with Support teams to identify and resolve potential issues before they affect members.
• # Cross-Functional Leadership
• Act as the central link between Operations, Product, Engineering, QA, Support, Compliance, Finance, and Partnerships.
• Coordinate the integration of partner services into the Deone product ecosystem.
• Ensure that new features and services are correctly implemented, tested, and launched.
• Create structured feedback loops between Support, QA, Product, and Engineering teams.
• Align internal teams and external partners around shared commercial and operational goals.

# Issue Resolution and Risk Management

• Build frameworks for identifying, prioritising, escalating, and resolving operational issues.
• Oversee complex cases involving bookings, payments, refunds, fulfilment, and partner failures.
• Work with Finance on failed transactions, reconciliation gaps, chargebacks, refunds, and settlement discrepancies.
• Own trust, safety, and fraud risks related to marketplace bookings and payments.
• Partner with Legal and Compliance to ensure that agreements and operational processes meet regulatory requirements.

# Analytics and Reporting

• Define and track KPIs for growth, unit economics, operational efficiency, partner performance, and member experience.
• Build dashboards and reporting systems that provide clear visibility across the organisation.
• Translate member data and marketplace insights into commercial and operational decisions.
• Provide transparent reporting to senior stakeholders.

# Required Experience

• Direct experience building and growing a premium travel, wellness, or lifestyle services marketplace.
• Hands-on ownership of both marketplace operations and commercial growth.
• Experience working with a multi-sided platform connecting members with third-party service providers.
• 8−12+ years of experience in operations, commercial leadership, or marketplace growth.
• Proven experience acquiring supply, negotiating commercial terms, and managing complex partner ecosystems.
• Experience managing loyalty and rewards programmes.
• Strong understanding of GMV, take rate, unit economics, conversion, retention, and marketplace liquidity.
• Experience building and scaling teams, processes, and operational frameworks.
• Deep understanding of workflows across Product, Engineering, Customer Support, QA, Finance, and Compliance.
• Track record of delivering premium, high-touch experiences for affluent or experience-driven customers.
• Strong analytical, problem-solving, communication, and stakeholder-management skills.
• Fluent English.

# Strong Advantage

• Experience in wellness, hospitality, luxury travel, or premium consumer brands.
• Background in fintech, super apps, or high-growth consumer technology companies.
• Experience with card programmes, cashback, loyalty points, or rewards ecosystems.
• Existing relationships within the premium wellness, hospitality, or travel industry.

# Success in This Role

• The Lifestyle & Travel vertical grows in supply, demand, revenue, and repeat usage.
• The marketplace maintains healthy and transparent unit economics.
• Members choose Deone for premium wellness and travel experiences and return regularly.
• Partner services operate reliably with minimal member friction.
• Marketplace issues are resolved quickly, with a strong duty-of-care standard.
• Leadership has clear visibility into growth, operational performance, and partner quality.
• Scalable processes support the rapid expansion of services, partners, and markets.

# How to Apply

Please send your CV in English together with a brief description of the marketplace products you have built or scaled.

In your application, please include:

• Marketplace type and target audience
• Your area of ownership
• Key categories and partners
• GMV or revenue growth
• Unit economics and take rate
• Conversion and repeat-usage results
• Team size and geographic coverage