The posting
Overview:
The Manager, GX Sales is responsible for leading a high-performing frontline team within the Guest Excellence (GX) Centre, driving strong commercial performance while ensuring a high standard of guest service across all interactions. This role oversees day-to-day operations, leads coaching and performance management, and uses frontline insight and performance data to inform commercial decision-making. The position requires strong leadership, operational discipline, and the ability to improve both team capability and guest outcomes in a fast-paced environment.
Key Responsibilities & Deliverables:
This role holds full ownership for leading a high-performing frontline team, ensuring the consistent delivery of strong sales performance, high-quality guest interactions, and adherence to HX quality standards. The Manager, GX Sales is expected to drive team capability, performance accountability, and operational excellence, while acting as a key link between frontline insight and wider commercial strategy.
- Lead, inspire, and manage a team of Expedition Travel Specialists, ensuring strong sales performance, service standards, accountability, and alignment to the HX Spirits.
- Role-model working expectations and foster strong engagement across the team.
- Deliver regular, structured coaching, call evaluation, and development plans that improve sales conversion, guest experience, and quality outcomes.
- Tailor coaching and leadership approaches to individual strengths, development needs, and performance levels, ensuring support and challenge are applied appropriately.
- Foster a positive, high‑energy, performance‑driven team culture that supports motivation, wellbeing, accountability, and continuous improvement to achieve sales and quality targets.
- Manage KPI accountability across your team to drive performance, address underperformance effectively and oversee improvement plans where needed.
- Oversee day-to-day team operations, ensuring appropriate coverage, workflow efficiency, and readiness for changes in call demand in partnership with Workforce Management.
- Audit calls and team knowledge to ensure adherence to the GX quality framework, maintaining accurate documentation of all feedback.
- Provide clear, data-driven reporting on team performance, including sales trends, conversion, quality indicators, productivity, and guest insight, translating findings into actions and recommendations for senior leadership.
- Identify recurring guest, market, system, and process themes from frontline activity, and translate these into actionable insights for commercial, marketing, product, and operational stakeholders.
- Collaborate closely with market leaders and cross-functional teams to support campaign readiness, execution, issue resolution, and continuous improvement.
- Contribute to and lead operational or commercial initiatives that support business objectives, improve team effectiveness, and enhance guest outcomes.
- Embed sustainability thinking into team leadership, decision-making, and collaboration with partners.
- Champion the HX Spirits.
- Contribute to broader team and business priorities as needed.
Requirements:
- Fluency in English is required.
- Experience in maritime, expedition, or cruise industry beneficial but not required.
- Minimum 3 years' experience managing sales and/or service teams within a contact centre or high-volume guest-facing environment.
- Demonstrated success in coaching, performance management, and developing high-performing teams.
- Experience managing performance against sales targets, service standards, or KPIs in a fast-paced contact centre environment.
- Strong understanding of sales operations, quality frameworks, and customer experience best practices.
- Proven ability to interpret, analyse, and act on contact centre metrics, including conversion, quality, customer satisfaction, productivity, service performance, and sales results.
- Confident using performance dashboards, CRM data, and contact centre analytics to identify trends, inform coaching priorities, and support business recommendations.
- Demonstrated ability to lead teams through operational, system, commercial, and process changes while maintaining engagement and performance.
- Experience working in Salesforce and Seaware beneficial. Tech-forward and adaptable, with a proven ability to quickly learn new systems.
- Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.
- Experience working in a multi-national organisation with a global guest mix.
- Willingness to travel occasionally for business needs.
Key Personal Attributes / Behavioural Competencies:
- Safety and compliance-minded, for yourself, your team, and our guests.
- High degree of personal integrity, professionalism, and accountability.
- Energised by hybrid working, using in-person time to collaborate, connect, and share knowledge.
- Passionate about inclusion and belonging, fostering a diverse and welcoming team environment.
- Clear, confident, and effective communicator across stakeholders and markets.
- Strong organizational skills, with the ability to balance competing priorities, operational demands, and people leadership responsibilities.
- Adaptable, resilient, and able to navigate change in a positive and productive manner.
- Detail-oriented, with a commitment to accuracy and continuous improvement.
- Skilled in problem-solving, coaching, performance conversations, conflict resolution, and stakeholder management.
- Self-motivated with a strong sense of urgency and follow-through.
- Demonstrates pride in all aspects of work, from strategic initiatives to essential daily operations.
- Represents HX with professionalism, sound judgement, and composure, including when navigating challenge, change, or differing viewpoints.
You will get:
A compensation and benefits package, including annual pay ($70K- $90K USD/non-exempt) Medical, Vision, Dental and EAP, a Retirement plan with 4% employer match, 11 paid holidays, 2 weeks of vacation, and 9 personal days.
