Senior Digital Strategy Manager Marella CruisesLuton, Vereinigtes KönigreichHybridLuton, Verein[...]

TN United Kingdom; Luton; On-site; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Digital Experience Lead to shape the strategy for their digital channels, including websites and apps. This role involves creating a vision based on customer needs and commercial priorities, managing the digital customer journey, and collaborating with stakeholders to enhance engagement. The ideal candidate will have a strong background in digital customer experience, excellent communication skills, and a passion for operational excellence. Join a company that values diversity and offers a range of benefits to support your well-being and career development.

Benefits

Holiday benefits including discounts

Health and Wellbeing support

Discretionary Bonus Scheme

Private Medical Insurance

Permanent Health Insurance

Qualifications

• Expertise in digital customer experience and product strategy.
• Strong business understanding and planning skills.

Responsibilities

• Lead strategy for digital channels and manage customer journey roadmap.
• Analyze competitor platforms and ensure best practices.

Skills

Digital Customer Experience

Product Strategy

Effective Communication

KPI and OKR Setting

Data-Driven Decision Making

Job description

Job Description

ABOUT THE JOB

1. Lead the strategy for all of Marella Cruises’ digital channels, including our website, app, Cruise Control (ancillary booking platform), API development, customer account, and ‘Manage My Booking’ system.
2. Create the Digital Experience Vision and Strategy based on customer strategy, commercial priorities, user needs, stakeholder needs, and industry best practices.
3. Manage and communicate the digital customer journey roadmap, working with the Marella Cruises Product Owner and stakeholders to prioritize features that enhance engagement, conversion, and other KPIs. Maintain a balanced product backlog.
4. Oversee digital governance, including scope definition, prioritization, dependency mapping, stakeholder approval, communication, and implementation planning.
5. Collaborate with stakeholders to generate new ideas and keep them regularly updated.
6. Analyze to ensure digital products and features deliver clear business value and are prioritized for maximum benefit.
7. Use customer and operational feedback to address pain points, adapt to market changes, and promote a user-centric approach to digital development.
8. Coordinate with Trading and Onboard Revenue teams to understand commercial aspects and improve digital performance.
9. Build strong relationships with senior stakeholders across Marella, TUI Group, and TUI UK, ensuring alignment of roadmaps and initiatives.
10. Develop expertise in the cruise industry, TUI’s business, Marella’s customer segments, market dynamics, and competitors.
11. Regularly analyze competitor digital platforms to ensure best practices.

ABOUT YOU

1. Expertise in digital customer experience, with experience in shaping digital product strategy and improvements.
2. Effective communicator and influencer capable of storytelling and engaging diverse audiences.
3. Strong business understanding, product discovery, planning, and development skills with a product mindset.
4. Experience in setting KPIs, OKRs, and team goals.
5. Customer-focused with a passion for operational excellence and commercial success.
6. Ability to make clear, well-informed recommendations to influence decisions.
7. Good commercial judgment and decision-making skills, with input into ideation and roadmaps.
8. Ability to interpret user feedback, analytics, and make data-driven decisions.

OUR OFFER

• Holiday benefits including discounts, special offers, and additional ‘TUI time off’.
• Health and Wellbeing support across Financial, Health, Social, Community, and Career areas.
• Discretionary Bonus Scheme.
• Private Medical Insurance with options to add dependents.
• Permanent Health Insurance.

We aim to be the most loved holiday company, offering benefits that support your happiness and well-being. For more details, click here.

We celebrate diversity and inclusion. To learn more, visit our website.

For further information about this opportunity, please email us. Applications are accepted only via the Careers Portal.

Your application is important, and we will respond after the closing date. If you have questions, contact us!

UK & I Head Office Talent Acquisition Team

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