Head of Operations and Performance - OnBoard Revenues

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

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 hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a truly distinctive way — redefining the ocean experience for a new generation of luxury travellers.

We are seeking an accomplished and strategic Head of Operations and Performance, OBR to oversee the performance, direction, and continued evolution of our spa, wellness, casino, and luxury retail operations across the fleet.

This senior leadership role will guide and support three key departmental leaders — the Senior Manager, Spa, Senior Manager, Retail, and Casino Lead — to ensure exceptional guest experiences, operational efficiency, and strong financial results. The ideal candidate combines deep expertise in spa and wellness operations, a strong understanding of retail sales and merchandising, and proven leadership and financial acumen within luxury hospitality or the cruise industry.

Your Impact

Strategic & Operational Leadership

• Provide strategic direction and leadership across spa, wellness, casino, and retail functions, ensuring cohesive delivery aligned with Explora Journeys’ luxury brand standards.
• Oversee coordination between departments to create seamless, high-value guest experiences onboard.
• Drive operational excellence by setting performance goals, monitoring KPIs, and fostering continuous improvement across all areas.
• Identify and implement new concepts, experiences, and partnerships that elevate guest engagement and support revenue diversification.

Financial & Commercial Performance

• Lead the annual budgeting and forecasting process for spa, casino, and retail divisions.
• Monitor financial performance and P&L metrics, focusing on team productivity, margins, treatment revenue, gaming results, and onboard retail spend.
• Partner with departmental heads to introduce innovative initiatives that drive growth, enhance profitability, and improve cost efficiencies.
• Develop and execute data-driven strategies to optimize guest spend, increase conversion, and strengthen overall commercial performance.

Leadership & Team Development

• Coach and mentor the Spa, Retail, and Casino leaders, empowering them to manage their onboard teams effectively.
• Foster a culture of accountability, service excellence, and continuous learning.
• Partner with HR to ensure talent development, onboarding, and succession planning for all shipboard teams.

Brand & Guest Experience

• Ensure all spa, wellness, casino, and retail offerings reflect Explora Journeys’ luxury positioning through innovation, consistency, and personalization.
• Approve and curate product selections, experiences, and brand partnerships that enhance guest satisfaction and align with our Ocean State of Mind philosophy.
• Continuously integrate guest feedback and market trends to refine and evolve the onboard offering.

Vendor & Product Strategy

• Oversee vendor management, product sourcing, and supplier relationships across spa, casino, and retail.
• Approve supplier agreements, merchandising plans, and inventory strategies to maintain quality, compliance, and brand integrity.
• Evaluate partnership opportunities and negotiate agreements that enhance revenue potential and brand visibility.

Your Journey so far

• 7–10 years of progressive leadership in spa, wellness, retail, or casino operations within the cruise or luxury hospitality sector.
• Proven experience leading senior departmental managers and driving performance across multiple business units.
• Strong financial background with expertise in budgeting, P&L management, and performance analysis.

Your Essentials

• Demonstrated success in developing commercial strategies that deliver sustained growth and profitability.
• Bachelor’s degree in Hospitality, Business, or related field; Master’s degree preferred.
• Willingness to travel internationally and embark on vessels as required.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!