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Sr. Manager, eCommerce Customer Insights

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The Royal Caribbean Group’s Digital Team has an exciting career opportunity for a full time Sr. Manager, eCommerce Customer Insights.


This position will work on-site in Miami, Florida.


Position Summary:


The Sr. Manager of eCommerce Customer Insights is a leader within the Global eCommerce team responsible for establishing a customer centric culture, developing the Voice of Customer vision, strategy and driving maturity of operational processes. This position will coordinate with vendors (e.g., Medallia) and the team to identify strategic feedback collection and reporting priorities, distill on how the web experience can be improved, and coordinate with necessary eCommerce stakeholders (e.g., Test and Learn team) to design, prioritize, and action site improvement opportunities. The Sr. Manager, eCommerce Customer Insights will directly influence the launch of additional feedback collection and reporting mechanisms (e.g., focus groups, prototyping, etc.) to understand the root cause behind potential issues customers experience. A person in this position will oversee the digestion of data from vendors, the analysis performed, and the translating of data into meaning and experiences. The Sr. Manager will be responsible for synthesizing timely updates at the executive level to socialize and bring attention to learnings and recommendations on the path forward.


This leader will be the central point of contact for feedback provided by users on the website and be responsible for generating improvement ideas based on that feedback, serving as a bridge between their team of data- and user-centric personnel and executive leadership, content teams, and various product teams. Establishing the insights strategy and process will require close coordination with eCommerce and stakeholders outside their organization.


Essential Duties and Responsibilities:


  • Formulate the strategy for customer feedback collection and processing across web properties for key brands within the portfolio
  • Own the delivery of eCommerce customer insights across key brands within the portfolio
  • In partnership with executive leadership, develop metrics and KPIs
  • Oversee Voice of Customer data and reporting strategies to report insights and product opportunities that will improve the customer experience on digital properties
  • Manage relationship with senior stakeholders outside Strategic Programs and Delivery team related to scope of insights their team can provide (including but not limited to content, product, engineering, business intelligence, customer insights, and operations)
  • Collaborate with the team to turn insights into actionable website improvement recommendations
  • Assist Test and Learn Team in the preparation of the status, financial impact, and next steps for eCommerce Test and Learn initiatives, providing information on initiatives started by this organization 
  • Facilitate removal of roadblocks
  • Influence sequencing of ecommerce improvement initiatives by actively participating in eCommerce Test and Learn meetings
  • Manage senior stakeholder relationships including progress updates, decision making, and escalations
  • Generate enthusiasm for transformation, sustaining the change among workstream
  • Hire, coach, and develop the team
  • Identify opportunities for cost savings across the brands
  • Annual planning & strategic initiative identification
  • Request additional support where needed, specifying expertise needed as maturity evolves
  • Own budgetary KPIs, linking financial delivery forecasts back to initiative/roadmap and milestone progress
  • Oversee the initial sizing of the estimated financial impact of each initiative pre- incubation



Qualifications, Knowledge & Skills:



  • Business, analytics, and technical eCommerce acumen:  Senior leader with demonstrated credibility in managing a consumer insights analytics team, partnering with digital product teams, and communicating insights to leadership
  • Transformative experience: Has delivered multiple successful large scale change efforts with a real track record of quantifiable impacts in a multi stakeholder environment
  • Demonstrated experience leading an eCommerce Consumer Insights team at maturity
  • Has led sizable programs and/or projects successfully from ideation to planning to execution and benefits delivery
  • Understanding of customer needs and the role the website plays in the end-to-end customer journey for both brands
  • Experience reporting on customer data insights across platforms with an executive level audience
  • Knowledge of Voice of Customer and Digital Analytics reporting highly preferred
  • Familiarity with tools (i.e. Medallia, ContentSquare and other experience management platforms) required
  • Ability to influence with and without direct authority and work collaboratively with others both inside and outside the eCommerce Organization
  • Bachelor’s degree in relevant field of study required. MBA a plus
  • Leadership presence: Has ability to influence junior and senior members inside and outside their organization
  • Communication: Can clearly articulate program value and results to senior leadership and executives 
  • Research: Has the ability to identify appropriate research methodologies to garner valuable insights
  • Mentorship: Can lead and mentor a team of highly technical Data Analysts and Optimization Leaders
  • Bias to action: Can drive to assist and/or find sources of assistance for initiative owners
  • Creates productive tension: Willing to challenge status quo and challenge/push the ambitions of the portfolio
  • Works horizontally: Comfortable working across silos in the organization to manage interdependent complexities, roadblocks, milestones
  • Sustains change: Disciplined and focused on change management, working through roadblocks
  • Generates enthusiasm: Develop, coach and guide initiative owner and teams through change/challenging environment
  • Prior experiences: Has led sizable programs and/or projects successfully from ideation to planning to execution & benefits delivery




 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.


All applicants who receive a conditional offer of employment will be required to comply with the Company’s mandatory COVID-19 Vaccination Policy. The Company’s COVID-19 Vaccination Policy requires all employees who work from the Company’s offices or whose job duties require them to travel to our U.S. offices, ships, and/or private destinations be fully vaccinated against COVID-19. If you are covered by this policy, you will be asked to complete Vaccination Attestation upon acceptance of this offer and upload proof of vaccination to the Company’s human resources system on your first day of employment unless an accommodation has been granted.

Nearest Major Market: Miami

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