POSITION: Senior Director, eCommerce Product Experience
LOCATION: Miami, FL
REPORTS TO: AVP, Global eCommerce Experience
ABOUT US
Royal Caribbean Group comprises five distinctive brands that share a vision anchored in excellence. We have a common passion for creative thinking, innovative engineering and outstanding guest service that drives continuous improvement in everything we do. The entire Royal Caribbean family is committed to the legacy of hospitality and culture of innovation that is at the core of our guest service, the protection of our natural environment and responsible citizenship in our global community.
POSITION OVERVIEW
The Royal Caribbean Group (RCG) Global eCommerce team seeks an experienced Senior Director of Digital Product to lead the team responsible for defining the end-to-end guest experience, product strategy, and the functional execution of the development of the company's digital global platform. This role will encompass multiple brands within the RCG portfolio, most notably Royal Caribbean International and Celebrity Cruises, and be responsible for driving customer-facing eCommerce experiences that drive more than $1B in annual revenue.
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RESPONSIBILITIES
Leadership and Vision: Lead several Senior Managers/Managers and their teams in close collaboration with business stakeholders from across the corporation. Define the vision for the entire end-to-end User and/or Guest experience across all digital touchpoints for their area of Global eCommerce Products.
Team Management: Provide direct leadership over Senior Managers/Managers and lead an overall team of 25+ employees, contractors, freelancers, and vendors. Foster a culture of data-driven and end-user-focused product thinking, design, engineering, and innovation.
Product Launch and Optimization: Accountable for the successful launch of all Global eCommerce Products in their portfolio from ideation through implementation, as well as ongoing optimization and performance management.
eCommerce Strategy: Provide leadership over the strategic direction of Global eCommerce Products, including strategy, product roadmap, product design, front-end technical development, launch, and ongoing optimization. Collaborate with stakeholders to adapt and evolve the strategy based on key drivers such as cost savings, revenue generation, and increased direct share. Help educate leaders across the company and inform the strategic roadmap of core priorities.
Enterprise Drive: Lead strategic endeavors while embodying the 'OneRCG' principles of leveraging our innovations and growth across the entire brand portfolio. Evangelize the benefits of our multi-branded approach to eCommerce channel growth and user experience enhancement, securing buy-in and support across the organization.
Cross-functional Collaboration: Work with multiple product and project teams simultaneously, thrive in a fast-paced and dynamic environment, and connect unexpected threads across disparate teams and departments across the company.
Product Definition: Lead the team responsible for the vision and definition of Global eCommerce Products by connecting multiple complex guest touchpoints, technology strategy, business drivers, and business value with a user-first focus. Ensure product specifications enable a desirable, feasible, and viable product for the relevant end-user.
Product Delivery: Accountable for the on-time, on-budget, and on-strategy delivery of product outcomes. Ensure careful prioritization, opportunity analysis, and user testing to achieve business results within financial and timing constraints.
Product Performance: Establish metrics and KPIs to measure the success and performance of products. Continuously optimize based on data-driven insights to achieve strategic business and customer experience objectives.
Budget Management: Build strong business cases that will justify and secure $20M+ in annual capital and operating expense investment. Closely monitor budget utilization and adjust as necessary to achieve commercial goals within allotted budgets. Clearly and regularly communicate budget needs, utilization, and forecast adjustments.
Talent Management: Nurture and acquire top-tier eCommerce talent, ensuring the development of a high-performing team that drives online channel growth and experience. This role requires a strategic leader with a keen eye for identifying potential, fostering professional development, and building a culture of excellence in eCommerce.
KNOWLEDGE & QUALIFICATIONS
- Bachelor's degree in a relevant field such as Marketing or Computer Science. Post-graduate degree a bonus.
- Experience in online retail, hotel, and/or travel industry a plus.
- Experience with agile/scrum and rapid discovery a plus.
- 10+ years of experience with a focus on digital strategy and/or application development, preferably consumer-facing.
- Proven track record of successful digital experience implementation and project management in a leadership capacity.
- Experience working in an enterprise environment requiring partnerships with both internal and external teams.
SKILLS
- Proficiency in user experience and design principles.
- Excellent organizational skills with the ability to handle multiple tasks/projects.
- Excellent communication and presentation skills at all levels of the organization, with the ability to communicate effectively with senior VPs and developers alike.
- Ability to assume cross-functional roles and responsibilities when necessary.
- Marketing Principles: Deep understanding of online marketing principles, including but not limited to conversion optimization, cross- and upsell, audience segmentation, A/B testing, merchandising, etc.
- Analytics: Thorough understanding of web analytics.