Excellence Hub Director

About the role

We are seeking an Excellence Hub Director to lead the launch and scaling of a new multilingual sales hub in Valencia. You will be responsible for building the hub from the ground up, driving performance, and delivering exceptional customer experiences across inbound, outbound and omnichannel sales.

Key responsibilities

• Lead the final setup, operational launch and ramp‑up of the MSC Cruises Excellence Hub, ensuring readiness for go‑live.
• Translate business objectives (revenue growth, conversion, etc.) into clear execution plans with defined milestones.
• Own hub performance, consistently achieving revenue targets and productivity levels.
• Oversee day‑to‑day operations across Sales, HR, IT and Training, ensuring strong coordination and team readiness.
• Drive daily sales execution across inbound, outbound and omnichannel activities, focusing on conversion, productivity and revenue delivery.
• Monitor sales performance data (calls, leads, conversion, revenue per agent) and enable fast decision‑making.
• Lead, motivate and develop high‑performing sales teams, fostering a meritocratic, performance‑driven culture.
• Design and implement engagement frameworks for hybrid teams, including communication rhythms and recognition initiatives.
• Manage under‑performance, attrition and absenteeism to maintain consistent productivity.
• Act as the primary local point of contact, liaising with headquarters, unions and external partners.
• Identify upselling and cross‑selling opportunities while maintaining execution quality.

Required profile

• Proven experience launching and scaling sales or contact‑center hubs.
• Track record of delivering revenue and productivity targets.
• Strong operational leadership across multiple functions (Sales, HR, IT, Training).
• Ability to analyse performance data and make rapid optimisation decisions.
• Demonstrated people‑management skills with a focus on building high‑performing teams.
• Experience managing hybrid or remote work environments.
• Excellent stakeholder‑management abilities, including coordination with commercial, HR and IT functions.

Required skills