Director of Marketplace

ManyHr; Dubai; Vor Ort; AED 700.000 - 950.000; Vollzeit

Zusammenfassung

Deone is a hybrid on-chain banking platform enabling premium lifestyle and travel experiences through a unified ecosystem. We seek a Director of Marketplace to own the wellness, travel and lifestyle verticals, driving commercial growth, partner ecosystems and member experience.

Reporting to the Group COO, you will scale premium experiences, optimize unit economics, and lead cross-functional teams to deliver a seamless, members-first marketplace.

Qualifikationen

• Direct experience building and scaling a premium travel, wellness, or lifestyle marketplace.
• Hands-on ownership of marketplace operations and commercial growth.
• Experience with multi-sided platforms connecting members with third‑party providers.
• Strong analytical, problem-solving, and stakeholder-management skills.

Aufgaben

• Own the vertical's GMV, revenue take rate and unit economics.
• Acquire and curate premium supply across wellness, travel, and lifestyle categories.
• Drive conversion, repeat usage, and marketplace liquidity; negotiate partner terms.
• Define SLAs, vendor performance metrics and escalation paths.
• Lead cross-functional collaboration across Operations Product Engineering QA Support Finance and Compliance.

Kenntnisse

Marketplace growth

Commercial leadership

Partnership management

Stakeholder management

Data analytics

Tools

Analytics dashboards

Jobbeschreibung

Deone is a hybrid on-chain banking platform that combines blockchain infrastructure with traditional financial services to create a unified financial ecosystem. Through a single app users can hold transfer and spend both cryptocurrency and fiat currencies globally access Visa-powered cards wealth-generation tools secure asset custody and premium lifestyle and travel services.

About the Role

We are looking for a Director of Marketplace to build scale and grow Deones premium Lifestyle & Travel vertical with wellness at its core. Reporting directly to the Group COO you will take full ownership of the verticals 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.

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 to 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.