Job Description

A bit about the role:

At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably in true expedition-style with science and education at the heart of every journey. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.

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.

At HX, we are a passionate team who deliver our global operations from every corner of the world and our people are instrumental in continuing to inspire this adventure, play their part and deliver on our promise of guest-centric and memorable experiences, benefiting the communities we visit, enriching our guests and inspiring a more sustainable world - to change the way they see the world.

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 hybrid working expectations and foster strong in-office 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.

• Other duties as assigned.

About you:

Experience required:

• Fluency in English is required. (Fluency in French, German, and other languages is beneficial but not 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 organisational 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.