Product Manager, Digital Customer Experience

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Global E-Commerce Team has an exciting career opportunity for a full time Product Manager, Digital Customer Experience reporting to the Senior Product Manager.

This role will work onsite in Miami, Florida.

Position Summary:

The Global E-Commerce Team is seeking a passionate and strategic Product Manager for the Digital Customer Experience to support growth in our loyalty and casino programs. This role is perfect for someone who thrives in a fast-pasted environment, excels at solving complex problems, and is dedicated to bridging the gap between consumer expectations and customer experience. 

Responsibilities: 

• Customer-Centric Approach: Act as a customer advocate, leveraging data to uncover insights that reflect true customer needs and preferences. 

• Initiative Management: Define, deliver, and manage customer experience initiatives across various products to ensure a best-in-class experience for our website products. 

• Strategic Vision: Develop and communicate a strategic product vision tied to business OKRs, leading product discovery, and managing scope, schedule and spend. 

• Lead Generation and Retention: Create strategies to grow lead generation, enhance loyalty, and improve retention, driving Customer Lifetime Value (CLTV) and incremental revenue. 

• Stakeholder Communication: Evangelize the customer experience vision and defined goals to stakeholders, ensuring alignment and support. 

• Product Quality: Responsible for product quality, viability and feasibility. Facilitating collaboration between cross-functional teams and departments. 

• Team Leadership: Manage, coach, and develop teammates, fostering growth and excellence. 

Why Join Us? 

• Impact: Play a critical role in shaping the digital customer experience for two leading cruise brands. 

• Innovation: Work in a dynamic, innovative environment where your ideas and insights can drive real change. 

• Growth: Enjoy opportunities for professional growth and development within a supportive and collaborative team. 

Qualifications and Education:

• Bachelor's degree in a related discipline or equivalent experience.  

• 10+ years of experience in a large enterprise environment.  

• Proficient in all stages of Design thinking and Agile methodology, including planning, development, QA, and deployment.  

• Skilled in conducting and implementing analysis and recommendations that deliver measurable results.  

• Experienced in working with IT technical resources and customer-facing teams.  

• Proven ability to manage multiple issues and prioritize with sound judgment.  

• Strong management and leadership experience with cross-functional departments, including Marketing, Revenue Management, and IT, as well as external partners and agencies.  

• Adept at communicating complex issues to top-level executives.  

• Experience managing and collaborating with large, complex teams, including help desks, call centers, revenue management, IT, and marketing.  

• Proven experience in managing others and fostering team development.  

• Travel industry eCommerce experience strongly preferred.  

• Experience managing a budget that supports multiple key stakeholders is strongly preferred.  

• Understanding of customer/behavioral science, design thinking, and eCommerce marketing strategies.  

• Familiarity with accessibility needs and digital ADA requirements.  

• Previous experience with loyalty programs or casino programs is a plus.  

• Proficiency with Adobe Analytics & Target or other analytics and experimentation tools.  

• Experience with Contentsquare or other behavioral analytic tools. 

Financial Responsibilities:

• Partner with finance team, program management to manage monthly product budget and expenses across entire product portfolio 

• Work with eCommerce Data & Analytics team to track metrics and revenue goals related to products across entire portfolio 

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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