Excellence Hub Director, Valencia

Your Purpose

We are looking for an Excellence Hub Director to lead the launch and scaling of our new hub in Valencia, a high-volume, multilingual sales centre at the heart of our global growth.
This is a unique opportunity to build and lead a strategic hub from the ground up, driving performance and delivering exceptional customer experiences across inbound, outbound, and omnichannel sales.
You will oversee the full lifecycle of the hub from setup and launch to optimization and long-term scalability, while building high-performing teams and shaping a culture of excellence with a direct impact on revenue and customer satisfaction.
In a fast-paced and dynamic environment, you will be empowered to push boundaries, lead with ambition, and turn challenges into opportunities.

Your Impact

Full Site Lifecycle Leadership

• Lead the final setup, operational launch and ramp-up of the MSC Cruises Excellence Hub, building on the existing project foundations and ensuring readiness to 'go-live' 
• Drive commercial scaling and performance, translating business objectives (revenue growth, conversion, etc) into clear execution plans with defined ramp-up milestones 
• Own sales hub performance, ensuring consistent achievement of revenue targets and productivity levels 
• Oversee day-to-day operations across Sales, HR, IT and Training, ensuring strong coordination, team readiness and performance execution

Strategic Operations & Performance

• Drive daily sales execution across inbound, outbound and omnichannel activities, ensuring strong focus on conversion, productivity and revenue delivery, especially during peak periods 
• Monitor and act on sales performance data (calls, leads, conversion, revenue per agent), enabling fast decision-making and continuous optimization of results
• Lead and motivate high-performing sales teams, fostering a performance-driven and meritocratic culture, with strong focus on accountability, engagement and results 
• Drive engagement frameworks tailored to hybrid teams, including communication rhythms, performance recognition initiatives and virtual culture-building activities
• Actively manage team dynamics and performance, addressing underperformance, reducing attrition and absenteeism, and ensuring consistent productivity across the floor 
• Actively interact with Headquarter to ensure alignment with global contact center strategy
• Identify and drive upselling and cross-selling opportunities, while maintaining strong focus on execution quality and commercial outcomes

Stakeholder Management

• Build strong, effective relationships with Commercial, Global Contact Center, Market Contact Center,  HR and IT, ensuring clear alignment on sales priorities, performance targets and execution 
• Act as key point of contact locally, engage with unions, coordinating with external partners and stakeholders to ensure smooth operations and fast execution 
• Drive a high-energy, performance-driven sales culture, fostering motivation, accountability and team engagement across the hub 
• Design and implement internal communication, engagement initiatives and sales contests, ensuring continuous focus on performance, recognition and team spirit 
• Lead events, team activities and communication moments to strengthen team identity, boost morale and support performance during ramp-up and scaling phases 
• Drive the progressive scaling of the hub from launch stabilization (0–12 months) to operational optimization (1–2 years) and long-term expansion (3+ years), including the integration of hybrid and distributed workforce models

Your Journey so far

Essential Experiences & Skills

• 10+ years of experience in senior leadership roles within complex, high-volume sales environments, preferably in travel, cruise, OTA or similar industries, or in the sale of complex products (e.g. real estate or multi-product offerings) 
• Proven track record in driving revenue growth, achieving ambitious sales targets and scaling sales organizations, including the launch and ramp-up of new operations or hubs 
• Strong expertise in inside sales management, with experience leading in-house teams (not outsourced), ensuring full ownership of performance and results 
• Demonstrated experience in managing and scaling large, multilingual teams (150+ FTE) in dynamic, fast-paced and target-driven environments 
• Deep understanding of sales performance drivers, including conversion optimization, sales funnel management, revenue per agent and productivity 
• Hands-on experience in recruiting, training and developing high-performing sales teams, fostering a strong performance culture and accountability 
• Solid understanding of the Spanish labor environment, including experience in managing employee relations and interacting with unions or workers’ representatives 
• Experience in travel, cruise or OTA environments is a strong plus

Education

• A degree in Business, Economics, Law or a related field is considered a plus
• An MBA or relevant postgraduate qualification is a plus

Key Competences

• Strong leadership capabilities with a proven track record in building, leading and scaling high-performing hybrid sales teams, driving a performance-oriented culture based on accountability, ownership and results 
• Strong influencing and conflict management skills, with proven ability to manage highly target-driven environments, address underperformance and drive resilience and accountability across teams 
• Excellent stakeholder management skills, with the ability to build effective relationships across functions and geographies, ensuring alignment and collaboration in a cross-functional and international environment 
• Proven ability to create a dynamic, engaging and performance-driven culture, fostering motivation, retention and continuous improvement in high-pressure environments 
• Proactive mindset in designing and implementing engagement initiatives, internal communication and sales-driven activities (e.g. contests, events) to strengthen team identity and drive performance

Your Essentials

• Fluency in English and Spanish required; Italian, French, German or other European languages are a plus 
• Full right to work in Spain 
• Availability to support 7 days/week operations, especially during launch and ramp-up phases 
• On-site role based in Valencia (limited remote working for this role) 

Working Hours: Executive oversight aligned with 7/7 operations, with higher intensity during launch phase
Location: Valencia, Spain

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!