Director of Marketplace

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