Advisor Success Director
About The Position
Global Travel Collection (GTC), part of Internova Travel Group, is a collection of international luxury travel agencies serving leisure travelers, corporate executives, and the entertainment industry. The Advisor Success Director is a senior people leader who manages and develops Advisor Success Managers (ASMs) and ensures consistent, high-quality advisor engagement, retention, and performance across a defined vertical portfolio. The role translates priorities set by the VP into practical expectations, workflows, and outcomes for ASM teams, while partnering with VP leadership to monitor advisor health, mitigate risk, scale best practices, and improve the advisor experience. The 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. The role also provides leadership oversight of external corporate client support delivered by ASMs serving Business Travel advisors, including complex client escalations, strategic account reviews, and service quality across corporate portfolios. Travel may be required as needed to support advisors, teams, and company initiatives.
Requirements
- 8–10+ years of experience in the travel industry, account management, advisor support, or operational leadership.
- 3–5+ years of people leadership experience, preferably managing account managers or advisor-facing roles.
- Deep understanding of Independent Contractor advisor models and portfolio management.
- Strong analytical and operational mindset, with the ability to interpret data and translate insights into action.
- Proven ability to coach, develop, and hold teams accountable to performance standards.
- Excellent communication, problem-solving, and cross-functional collaboration skills.
- Comfortable leading through change and supporting organizational evolution.
- Proficiency in Microsoft Office tools, CRM systems, and reporting platforms.
- Willingness to travel as needed to support advisors, teams, and company initiatives.
Nice To Haves
- Salesforce experience preferred.
- Power BI experience is a plus.
Responsibilities
- Directly manage, coach, and develop a team of Advisor Success Managers aligned to a specific vertical.
- Set ASM performance expectations for advisor engagement, retention, documentation, and data-driven account management.
- Conduct regular one-on-ones, performance reviews, and development planning.
- Ensure ASMs consistently apply Advisor Success best practices, workflows, and service standards.
- Oversee advisor portfolios across ASMs, with accountability for retention, engagement, and advisor health indicators.
- Identify at-risk advisors and escalation patterns, and 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 in partnership with ASMs.
- 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, and provide field feedback to inform strategy and continuous improvement.
- Ensure consistent execution of Advisor Success processes, documentation, Salesforce hygiene, systems, reporting, and workflows.
- Partner with Operations, Finance, Technology, and Support teams to resolve systemic issues affecting advisors.
- Reinforce accountability for issue escalation, resolution ownership, and follow-through.
- Serve as a liaison between Advisor Success and cross-functional partners, including Recruiting, Finance, Technology, Marketing, and Learning & Development.
- Support advisor communications and ensure messaging is aligned, clear, and consistent.
- Contribute to leadership discussions, planning sessions, and performance reviews as an operational partner to the VP.
- Provide leadership oversight and guidance for external corporate client support delivered by ASMs supporting Business Travel advisors.
- Partner with ASMs on complex client escalations, strategic account reviews, and advisor-led business planning for corporate accounts.
- Ensure consistent service quality, issue resolution, and advisor-client engagement standards across business travel portfolios.
- Collaborate with internal teams on workflow, technology, or service model challenges affecting corporate clients.
- Support ASMs in strengthening advisor-client relationships and delivering a high-quality, consistent, scalable experience for corporate travelers aligned with GTC business travel standards.
Benefits
- Choice of two medical plans
- Choice of two dental plans
- Vision insurance
- Flexible spending accounts (FSAs)
- Company-paid life insurance and AD&D
- Optional additional life insurance and AD&D
- Disability insurance
- Paid parental leave
- Paid time off
- 401(k) plan with company match
- Discounted employee travel options
- Access to LinkedIn Learning webinars and courses
- Discounted pet insurance
- Discounted auto, home, and renters insurance
- May be eligible for an incentive, commission, bonus, or discretionary bonus program based on company financial goal achievement and individual performance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
