Job Description
Overview Global Travel Collection (GTC), part of Internova Travel Group, is the most influential collection of international luxury travel agencies. More than 1,500 GTC advisors are industry leaders in providing premium travel services to leisure travelers, corporate executives and the entertainment industry. GTC’s combined global reach and leverage translate into value, recognition and preferential treatment for its world traveler clients. Responsibilities The Advisor Success Director is a senior people‑leader role responsible for leading and coaching Advisor Success Managers (ASMs) and ensuring consistent, high‑quality advisor engagement, retention, and performance across a defined vertical portfolio. This role acts as the execution bridge between strategy and day‑to‑day advisor support , translating vertical priorities set by the VP into clear expectations, workflows, and outcomes for ASMs. The Director partners closely with VP leadership to monitor advisor health, mitigate risk, scale best practices, and elevate the overall advisor experience. The Advisor Success Director is accountable for ASM performance, advisor portfolio outcomes, operational consistency, and cross‑functional alignment in support of GTC’s growth, retention, and profitability goals. Key Responsibilities Advisor Success Manager Leadership & Development Directly manage, coach, and develop a team of Advisor Success Managers aligned to a specific vertical. Set clear performance expectations for ASMs related to advisor engagement, retention, documentation, and data‑driven account management. Conduct regular 1:1s, performance reviews, and development planning to build strong, consultative ASM talent. Ensure ASMs consistently apply Advisor Success best practices, workflows, and service standards. Advisor Portfolio Oversight & Retention Maintain oversight of advisor portfolios across ASMs, with accountability for retention, engagement, and advisor health indicators. Identify at‑risk advisors and escalation patterns; partner with ASMs and VP leadership on intervention and mitigation strategies. Review advisor performance trends, splits, engagement data, and system adoption to inform action plans. Support complex advisor conversations, escalations, and transitions as needed. Ensure smooth onboarding, vertical transitions, and offboarding execution in partnership with ASMs Execution of Vertical Strategy Translate VP‑defined vertical priorities into actionable plans and expectations for ASM teams. Support rollout and adoption of advisor‑facing programs, initiatives, and strategic priorities. Partner with VP leadership to assess program effectiveness and advisor impact. Provide feedback loops from the field to inform strategy refinement and continuous improvement. Operational Excellence & Consistency Ensure consistent execution of Advisor Success processes, documentation, and Salesforce hygiene across the team. Monitor use of systems, reporting, and workflows to drive proactive advisor management. Partner with Operations, Finance, Technology, and Support teams to resolve systemic issues impacting advisors. Reinforce accountability around issue escalation, resolution ownership, and follow‑through. Cross‑Functional & Leadership Collaboration Act as a key liaison between Advisor Success and cross‑functional partners (Recruiting, Finance, Technology, Marketing, Learning & Development). Support advisor communications and ensure messaging is aligned, clear, and consistent. Contribute to leadership discussions, planning sessions, and performance reviews as a trusted operational partner to the VP. Additional Responsibility – Business Travel Advisor Support External Client Account Management Oversight (Business Travel) Provide leadership oversight and guidance for external corporate client support delivered by Advisor Success Managers supporting Business Travel advisors. Partner with ASMs on complex client escalations , strategic account reviews, and advisor‑led business planning for corporate accounts. Ensure consistent standards for service quality, issue resolution, and advisor‑client engagement across business travel portfolios. Collaborate with internal teams to address workflow, technology, or service model challenges impacting corporate clients. Support ASMs in reinforcing strong advisor‑client relationships while ensuring corporate travelers receive a high‑quality, consistent,