Global Director, Contact Center & Conversion
hace 2 días
Palma
Job Purpose: Desplácese hacia abajo para obtener una visión general completa de lo que requerirá este trabajo. ¿Es usted el candidato adecuado para esta oportunidad? You will lead the global transformation: structure, processes, talent, technology, AI tooling, KPIs and incentives across multiple geographies. You will operate at the intersection of Sales, Operations and Marketing, building a high-touch, high-knowledge function capable of selling complex health and longevity programs to one of the world’s most discerning audiences. The ideal candidate has already built and led high-performing contact-center operations and understands how to create disciplined conversion systems focused on speed-to-lead, structured follow-up, pipeline visibility and measurable commercial performance across multiple markets and properties. Main Duties & Responsibilities: Strategy, Structure & Governance • Lead the design and execution of the Contact Center operating model, defining structure, governance, decision rights, escalation paths and cross-functional alignment between Sales, Operations, Clinic, Marketing and IT. Own the direct-sales channel performance end-to-end, ensuring conversion accountability across markets and properties. Act as a strategic counterpart to Marketing, proactively challenging campaign effectiveness, messaging and market positioning to maximize conversion and operational readiness. Process & Operational Excellence • Drive end-to-end process optimization across the guest acquisition and booking journey, establishing scalable SOPs, quality standards and service consistency across all communication channels. Ensure operational excellence through workforce planning, QA frameworks, coaching systems and disciplined KPI management. Maintain full daily visibility of lead flow, conversion, pipeline status and follow-up execution, with a strong focus on speed-to-conversion and operational discipline. Technology & AI • Lead the evolution of the Contact Center technology ecosystem, ensuring seamless integration between CRM, ERP, telephony and booking systems. Evaluate and implement AI-enabled solutions to enhance advisor performance, lead qualification, personalization and follow-up, while preserving the premium human experience. Establish governance models where AI supports — rather than replaces — human interactions and provide executive visibility through KPI dashboards and real-time operational insights. KPI Architecture & Performance Management • Own a robust KPI framework balancing commercial performance and service excellence, with weekly visibility by advisor and property. Monitor conversion, revenue generation, booking quality, guest engagement and operational efficiency metrics, ensuring rigorous pipeline management and structured follow-up. Foster a culture where every lead is actively managed until converted or conclusively closed. Talent, Leadership & Culture • Build and lead a high-performing, multi-site team capable of engaging sophisticated, high-net-worth guests through consultative selling and premium service. Partner with Human Capital and SHA Academy to create strong onboarding, continuous learning and product knowledge programs. Drive performance through clear incentives, coaching and accountability, while ensuring alignment with SHA’s culture, guest experience standards and commercial objectives. Cross-Functional Leadership • Act as the strategic link between Marketing, Sales and Operations, ensuring full synchronization between campaign execution, contact-center readiness and service delivery. Collaborate closely with Property GMs, COO, Clinic, Medical and IT teams to align staffing, service standards, program knowledge, telephony and AI initiatives. Own the commercial conversion funnel from lead readiness to reservation handover and pre-arrival coordination. Job Profile: • 10–15+ years in Contact Center / Inside Sales / Customer Operations leadership, with at least 5 years at Director level owning P&L-relevant KPIs., • Demonstrable track record of structuring and managing contact-center teams across multiple geographies / languages / time zones — not just running a single site., • Proven results building conversion engines from the ground up: process design, KPI architecture, incentive structures, QA programs, sales enablement., • Hands-on experience with AI deployment in contact-center environments: conversational AI, agent co-pilots, predictive analytics, intelligent routing, sentiment analysis. You’ve done this in production, not in a pitch deck., • We are specifically looking for someone who has already led sophisticated conversion-focused contact-center environments and can immediately bring operational maturity, commercial rigor and scalable management practices into SHA. Technological Skills: • Fluent with modern stacks: a major CRM (ideally HubSpot), unified telephony platforms (Ringover), workforce management tools, analytics platforms. Languages: • Fluent English and Spanish required., • Additional languages considered an asset. Why SHA: • Join the world’s reference brand in Longevity, Health and Performance Optimization, repeatedly named World’s Best Wellness Clinic and home of the world’s top Longevity Program., • Operate at the inflection point of the brand: international expansion to the Emirates, launch of SHA 365 Membership, new Scientific Advisory Board, full property restyling in Spain., • Real ownership: you build the function, you don’t inherit one., • Clear path to scale: a defined opportunity to expand the mandate to lead the future Health Membership Contact Center upon proven performance. xcskxlj, • Work alongside a world-class clinical, hospitality and brand team — with the support of an organization that takes execution seriously.
