Vice President, Direct Consumer Sales & Experience (Cruise)

Location: Fort Lauderdale, Florida headquarters, United States; regular travel to contact center locations, shipboard operations, and partner markets. The role requires engagement with contact center operations spanning extended hours across multiple time zones.

Company

hirify.global delivers ultra-luxury hospitality and private-yacht voyages built around Ritz-Carlton service standards.

What you will do

• Own direct-to-consumer revenue, bookings, net ticket revenue, ancillary attachment, occupancy contribution, forecasting, and operating budgets.
• Lead inbound and outbound contact center sales, including conversion, pipeline performance, sales advisor development, and incentive design.
• Oversee Travel Services covering air, ground transportation, hotels, supplier relationships, attachment revenue, and disruption management.
• Lead Guest Experience Ambassadors and design the pre-voyage journey, including documentation, excursions, reservations, celebrations, personalization, and loyalty outcomes.
• Partner with Marketing, Technology, Revenue Management, Product, Operations, and global business partners to align demand, systems, inventory, and commercial performance.
• Build direct sales processes, enablement programs, quality assurance, playbooks, reporting, and test-and-learn operating disciplines.

Requirements

• 12 or more years of progressive experience in direct-to-consumer sales, contact center leadership, or commercial operations.
• 5 or more years leading leaders at Director level or above, with ownership of a significant consumer revenue target and a record of growth against plan.
• Deep knowledge of workforce planning, capacity modeling, omnichannel routing, quality assurance, incentive design, and contact center performance metrics.
• Experience building sales processes and enablement programs, plus strong executive-level cross-functional influence with Marketing and Technology.
• Experience with Seaware or a comparable cruise reservation and booking platform; familiarity with Salesforce, Genesys, Five9, or comparable systems.
• Bachelor's degree in business, hospitality, marketing, or a related field, or equivalent professional experience; willingness to travel domestically and internationally.

Nice to have

• Experience in luxury travel, cruise, resort, private aviation, or another high-consideration consumer category.
• Exposure to global markets and multilingual sales organizations.

Culture & Benefits

• Leadership guided by Ritz-Carlton service standards emphasizing anticipation, empowerment, genuine care, and accountability.
• Inclusive workplace where colleagues are valued, respected, and empowered.
• Opportunity to lead a multi-site, multilingual organization supporting yacht-voyage growth and fleet expansion.
• Regular exposure to contact center locations, shipboard operations, and international partner markets.