Manager, GX Sales
- Applications are considered on a rolling basis
- Plantation
- Hybrid
Overview:
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.
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 working expectations and foster strong 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.
- Contribute to broader team and business priorities as needed.
Skills & Requirements
Requirements:
- Fluency in English is 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 organizational 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.
You will get:
A compensation and benefits package, including annual pay ($70K- $90K USD/non-exempt) Medical, Vision, Dental and EAP, a Retirement plan with 4% employer match, 11 paid holidays, 2 weeks of vacation, and 9 personal days.
Great Place to Work
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Passionate Explorers - We are proud of our history and are driven to create more.
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‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
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Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
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Genuine Interactions - We want all people to be their true selves.
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Humble Leadership - We have a short distance between leaders and teams.
About the company
Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.
Responsible ExplorationResponsible travel is at the heart of everything we do. From conservation initiatives and sustainability goals to our onboard citizen science programmes, we are committed to creating a more responsible way to explore the world's most inspiring destinations.
Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.
Beach cleanupsOur expedition teams regularly invite guests to participate in beach clean-ups around the world, while our shoreside teams actively support environmental initiatives closer to home. During our 2026 Arctic season alone, guests and crew helped remove more than 308kg of plastic waste and litter from remote coastal environments.
Single-Use Plastic BanIn 2018, we became the first expedition cruise company to eliminate single-use plastics across our entire fleet, helping to reduce waste and protect fragile ecosystems.
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