Explora Experience Centre (EEC) Manager, South Africa

Where passion meets opportunity

Discover your journey into the extraordinary.

Your Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss Hospitality and luxury in Geneva. Leveraging our parent company MSC Group`s hundreds of years of maritime expertise, our fleet of six ships (currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers. Together with the Head of EEC operations, you will be responsible for the strategic planning and execution of all contact centre operations in South Africa. Your efforts will ensure the consistent delivery of a luxury experience. Additionally, you will be expected to actively support and drive continuous process improvement. You will be passionate about travel with a good understanding of Luxury hospitality, the cruise industry and have an excellent eye for detail.  

Your Impact

• Drive Service Excellence in Every Contact
  Collaborate closely with the EEC Leadership Team to ensure all customer interactions (calls, chats, emails, and other channels) are handled promptly, in alignment with agreed service levels, and consistently reflect the brand’s luxury standards and personalized guest experience.
• Lead, Coach, and Inspire High-Performing Teams
  Proactively coach, mentor, and support team members through structured development plans and frequent formal and informal 1:1s. Foster a culture of continuous improvement, empowerment, and accountability in delivering five-star service.
• Deliver on Key Performance and Experience Metrics
  Monitor and manage a range of KPIs across customer satisfaction, employee engagement, operational efficiency, and service quality. Translate data into actionable insights that enhance guest loyalty and team performance.
• Champion Talent Acquisition and Development
  Play an active role in recruiting, onboarding, and developing new team members. Ensure new hires are immersed in the luxury service culture and are well-equipped to deliver elevated guest experiences from day one.
• Oversee Operations, Resolve Escalations, and Enhance Systems
  Manage daily operations, troubleshoot complex or high-impact issues, and process exceptions with a luxury mindset. Lead system improvement initiatives, conduct quality assurance reviews, and recommend process enhancements to support excellence and scalability.
• Shape and Expand the Service Ecosystem
  Contribute to the ongoing design, refinement, and implementation of an evolving portfolio of services within the EEC, supporting the strategic growth and premium positioning of Explora Journeys.
• Ensure Workforce Planning and Quality Standards Are Met
  Partner with Workforce Planning to ensure optimal staffing and scheduling. Uphold quality assurance processes and metrics, ensuring all standards are consistently met or exceeded to maintain an exceptional guest experience.
        

Your Journey so far

• Strong understanding of Contact Centre Operations (minimum 8-10 years’ experience at management level) including but not limited to Reservations systems, CRM tools and phone technology.
• Previous experience in the luxury industry, preferably in the tourism/hotellerie/cruise
  
  

Your Essentials

• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Strong communication skills, both written and verbal
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables
• Work well under pressure and follow through on items to completion
• You will need to have the ability to adapt to changing environments and display the ability to “roll up your sleeves” – this role is very “hands on”. You will be comfortable working in a fast paced environment without a rigid structure
• Willingness to work a flexible schedule

At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony. 
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world’s most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.