Overview:
At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.
The Director, Tour and Flight Products will lead the transformation of our pre- and post-voyage product offerings, encompassing flight planning (distinct from flight booking), hotels, transfers, gateway services, and tour packages. This includes P&L responsibility for the portfolio of land-based services and flight planning. We seek a visionary leader with expertise in strategic planning for tours and flights, modern booking systems, and an ability to enhance the guest experience through innovative, revenue-generating products and services.
We are a passionate team who deliver our global operations from every corner of the world and our people are instrumental in continuing to inspire this adventure, play their part and deliver on our promise of guest centric and memorable experiences, benefiting the communities we visit, enriching our guests and inspiring a more sustainable world.
Key Responsibilities: Deliver and execute responsibilities in a safe manner. Lead the transformation of non-cruise product offerings to complement our core cruise products, enhancing guest experiences through pre and post offerings while driving ancillary revenue. Oversee the Tour Operations department and manage the portfolio, including scheduled and charter air, hotels, transfers, gateway excursions, add-ons, and pre- or post-tour package products. Own the P&L for the segment, ensuring it serves both internal and external clients while growing revenue opportunities beyond current portfolio scope. Implement new booking systems to streamline guest experience and enhance operational efficiency. Negotiate and manage strategic relationships with key suppliers worldwide. Evolve and maintain processes related to contracting, tendering, and legal oversight ensuring compliance and efficiency. Monitor market trends focusing on guest feedback, competitive environments, and market preferences in the macro and micro environments. Design and implement a process for developing and testing product concepts, ensuring they are fully validated before bringing them to market. Partner with Sales and Marketing to ensure product awareness and oversee training to ensure teams are knowledgeable and well-prepared to support our guests. Create clear, compelling product narratives and messaging that resonates with internal teams and customers. Collaborate with the HX Operations team and local Destination Management Companies (DMCs) to ensure flawless execution of non-cruise products and deliver an effective planning and handover process that sets up partners in Operations up for success. Exhibit and champion the HX Purpose and Spirit. Experience required: 10+ years of experience in travel with demonstrable experience serving a clientele within the high-end segment. Experience with travel industry procurement, preferably with a tour operator, DMC, or cruise operator with extensive knowledge of travel operations and logistics, especially in remote destinations with limited infrastructure. Financial acumen with experience owning segment P&L capable of communication to senior management in a clear and financially astute manner. Experience problem solving & leading transformation across a range of stakeholder groups. Proven success in managing relationships and articulating goals while challenging the status quo while communicating respectfully and engaging in gathering input from others. Operationally knowledgeable – understands how to build travel packages and what it takes to execute them and the complexities that are inherent in that process. Strong understanding of travel logistics, preferably with direct experience in HX destinations. Demonstrated ability to work effectively within a diverse, multinational organization. Essential Knowledge & Skills: Fluency in English required. French, German, Spanish, Norwegian beneficial. Willingness to travel to remote destinations as needed. Geographical expertise that overlaps with our core regions. These include Alaska, Antarctica, Greenland, Iceland, Norway, South America, and Ecuador/Galapagos. Strong verbal and written communication skills, with the ability to influence and engage stakeholders at all levels. Excellent time management and organizational skills. A highly developed sense of empathy and a commitment to delivering an exceptional guest experience. Ability to quickly learn and adapt to new software and systems, demonstrating comfort with independent learning. Desirable Knowledge & Skills: Demonstrates a structured and analytical approach to problem solving and decision making. Adapts effectively to changing environments and operational demands. Willingness to support audit and reviews of vendors and destinations, ensuring compliance and quality. Key Personal Attributes: Prioritizes safety for themselves and others in all actions. Values diversity and takes pride in bringing people and perspectives together. Motivated to consistently deliver results to the highest standards. Exhibits personal integrity, honesty, and ethical behaviours in all aspects of work. Resilient and calm when working under pressure. Agile and responsive to dynamically changing business needs and challenges. Dependable and trustworthy, with a consistent, reliable approach to work. Detail oriented, ensuring accuracy and precision in execution. A proactive problem solver that anticipates challenges and addresses them with innovative solutions. HX Spirit: Passionate Explorers: We are proud of our history and are driven to create more. 'Can-do' Mindset: We jump-in and proactively contribute to the greater good. Humble Leadership: We have a short distance between leaders and teams. Genuine Interactions: We want all people to be their true selves. Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.
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