A leading organization in the hospitality and leisure sector is conducting a confidential search for a director of contact center to lead a high-impact operation at the intersection of revenue generation, reservations, customer engagement, and service excellence.
this executive will be responsible for shaping and leading a contact center strategy that drives commercial performance, enhances the customer and member experience, and ensures strong operational discipline across both inbound and outbound channels.
the ideal candidate will bring a strong record of success leading contact center environments with a clear orientation toward sales, conversion, reservations, and revenue generation, while also maintaining a high standard of care for premium customers and membership-based relationships.
key responsibilities
* lead the overall strategy, performance, and continuous improvement of the contact center function.
* drive reservation generation and revenue contribution through a well-executed inbound and outbound contact strategy.
* oversee customer engagement across service, sales, retention, and member support touchpoints.
* partner closely with commercial, marketing, revenue management, and operations leaders to align the contact center with broader business objectives.
* establish and monitor key performance indicators related to conversion, productivity, service quality, customer satisfaction, and revenue performance.
* strengthen operating processes, service standards, workforce effectiveness, and team capability across a multi-functional contact center environment.
* ensure a customer experience that reflects the standards of a premium hospitality or membership-based business.
* identify opportunities to optimize technology, crm usage, reporting, and channel effectiveness to improve both commercial outcomes and service delivery.
candidate profile
* proven leadership experience in a contact center / call center environment with direct accountability for sales, reservations, conversion, or revenue generation.
* strong background within hospitality, travel, leisure, vacation ownership, premium service, agency, or related sectors.
* experience managing both inbound and outbound operations.
* demonstrated ability to lead large teams and scale performance in service-driven and commercially focused environments.
* strong commercial acumen, with the ability to translate customer interactions into measurable business results.
* experience working cross-functionally with marketing, sales, revenue, customer experience, and operations stakeholders.
* advanced english communication skills are essential.
* exposure to premium customer segments, loyalty/member service models, or high-touch service environments is highly valued.
personal characteristics
* commercially minded and results-oriented.
* strategic, analytical, and operationally strong.
* customer-centric, with strong judgment and executive presence.
* capable of balancing growth, service quality, and process discipline.
* effective in complex, high-expectation environments.
this is an outstanding opportunity for a senior leader seeking to shape a strategically important function within a dynamic and service-led business.
all inquiries and expressions of interest will be handled with the utmost confidentiality.