Head of Explora Experience Centre

Your Purpose

Explora Journeys is a vibrant, cosmopolitan European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group’s centuries of maritime expertise, our fleet of six luxury ships (four currently in development) is being crafted in a radically different and innovative way—redefining ocean travel and creating a new category that speaks to the next generation of luxury travellers.

An exciting opportunity exists for a seasoned and service-driven Head of Contact Centre to join Explora Journeys and lead the transformation of our global customer engagement strategy. This role will be central to shaping a service culture that reflects the sophistication of our brand—ensuring every guest, trade partner, and prospective traveller experiences a personalized, seamless, and memorable interaction from the first point of contact. 

This position requires a visionary leader with deep operational expertise, an obsession for excellence, and a profound understanding of luxury service. You will drive consistency and innovation across all contact touchpoints and regions, ensuring our teams deliver exceptional experiences worthy of a brand that aspires to set new standards in ocean luxury.

This role is based in the office out of our Headquarters in Geneva.

Your Impact

Guest Experience & Service Strategy

• Define and drive a high-touch customer service strategy that aligns with the luxury positioning of the brand and meets the expectations of discerning guests.
• Oversee the design and implementation of service protocols, escalation pathways, and personalized solutions to ensure a white-glove guest experience across voice, chat, email, and social channels.
• Ensure consistent service levels across all regions and contact points through the implementation of clear SLAs, KPIs, and agent quality metrics.
• Regularly monitor guest feedback, CSAT, and NPS to deliver actionable insights that drive continuous improvement and elevate the overall guest journey.

Operational Leadership & Global Contact Center Management

• Lead the day-to-day management of global contact center operations, both in-house and outsourced, ensuring efficiency, scalability, and service excellence.
• Build and manage high-performing teams, cultivating a culture of accountability, empathy, and professional development at every level.
• Develop and implement robust training programs, knowledge bases, and coaching frameworks to ensure agents are empowered with product expertise and service finesse.
• Own contact center forecasting, scheduling, and resourcing models to optimize responsiveness across time zones, seasons, and promotions.

Cross-Functional Collaboration & Communication

• Act as the primary liaison between the contact center and departments including Marketing, IT, Revenue, Legal, and Guest Services to ensure cohesive communication and service execution.
• Work closely with the Product and Itinerary teams to ensure frontline staff are fully briefed on ship updates, service enhancements, and itinerary changes.
• Coordinate with Sales and Trade Support to ensure smooth handoffs for complex bookings and group arrangements, including VIP, concierge-level, and repeat guests.
• Partner with the CRM and Loyalty teams to support personalized service strategies that reinforce guest recognition and retention.

Technology, Systems & Innovation

• Lead the ongoing evolution of contact center tools, including CRM platforms, knowledge management systems, and omnichannel service platforms.
• Partner with IT and digital teams to drive automation, AI integration, and self-service options while preserving a human-centric luxury experience.
• Ensure data accuracy, call tracking, and service reporting mechanisms are in place to support real-time decision-making and long-term strategic planning.
• Evaluate new technologies and trends in customer support, luxury service, and digital experience to keep the contact center at the forefront of innovation.

Risk Management, Compliance & Quality Assurance

• Ensure compliance with global data privacy regulations, PCI requirements, and guest confidentiality protocols in all contact center operations.
• Oversee the handling of escalations, incidents, and reputational risk cases with discretion, poise, and urgency, ensuring alignment with brand values.
• Collaborate with Legal and HR to uphold best practices around documentation, guest communications, and internal policies, particularly during itinerary changes or disruption scenarios.
• Establish a strong quality assurance program that ensures consistency, professionalism, and brand alignment in every guest interaction.

Your Journey so far

• Minimum of 20 years of experience in Global Contact Center operations management within the luxury cruise, travel, airline, or hospitality sectors, of which at least 10 years in WFP and QA management. Preferably in the luxury tourism.
• Led multinational contact centres across different locations around the world, in the Philippines, India, South Africa and South America.
• Proven track record in delivering digital enhancement of the contact centre through AI. Empowered omnichannel strategies
• Strong experience in opening contact centres in remote locations

Your Essentials

• Excellent command of the Sales Force full suite.
• Strong leadership background with experience in managing large, multicultural teams and outsourced partners.
• Deep understanding of luxury service standards, customer expectations, and the nuances of high-end guest interactions.
• Experience working with CRM systems (preferably Salesforce), contact center platforms, and guest service software such as Seaware or equivalent.
• Demonstrated ability to drive operational excellence, implement scalable processes, and lead continuous improvement initiatives.
• Highly skilled in-service data analysis, KPI reporting, and translating guest feedback into actionable strategies.
• Excellent communication and collaboration skills, with the ability to influence across departments and align stakeholders globally.
• Fluent in English.
• Open to international travel and comfortable operating within a fast-paced, global luxury brand environment.