Director Call Center Operations, North America and Australia

Job description

JOB SUMMARY: The Director of Customer Service Solutions and Operations is accountable for delivering Cunard’s White Star Service while directly driving revenue growth, guest retention, and lifetime value across North America and supported international markets. This role leads a high-performing customer service organization designed to convert demand, maximize ancillary revenue, and protect premium brand equity through every guest interaction. The Director owns commercial performance across the contact center, including conversion, upsell, retention, and recovery, while overseeing the successful partnership and ongoing performance management of Cunard’s offshore service provider, Arise. By embedding a strong commercial mindset, disciplined KPIs, and continuous training, this role ensures customer service is a strong global growth engine for Cunard. QUALIFICATIONS: - Own customer service as a profit center, accountable for revenue generation, margin improvement, and cost-to-serve optimization. Drive booking conversion, yield, ancillary attachment, and financial performance while managing budgets, forecasting, and resource allocation to ensure scalable and efficient operations. - Lea...