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 integral 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 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, 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 worker

📌 Excellence Hub Director (Valencia)
🏢 MSC Cruises
📍 Valencia