Product Manager, E-commerce Customer Experience

Royal Caribbean Group; Miami (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

An established industry player is seeking a strategic Product Manager to enhance customer experience in e-commerce for their loyalty and casino programs. This impactful role involves leading initiatives that drive customer satisfaction and revenue growth. The ideal candidate will possess strong leadership skills and a deep understanding of customer needs, leveraging data-driven insights to shape a best-in-class website experience. Join a dynamic team dedicated to innovation and excellence in the travel industry, where your contributions will significantly influence the digital customer journey.

Qualifications

• 10+ years in a large enterprise environment.
• Experience in analysis and delivering measurable results.

Responsibilities

• Act as a customer advocate leveraging data for insights.
• Define and manage customer experience initiatives.
• Create strategies to grow lead generation and retention.

Skills

Design Thinking

Agile methodologies

Leadership

Communication skills

Data analysis

Customer experience management

Education

Bachelor's degree

Tools

Adobe Analytics

Contentsquare

Job description

Product Manager, E-commerce Customer Experience

Join to apply for the Product Manager, E-commerce Customer Experience role at Royal Caribbean Group.

Overview

Royal Caribbean Group’s Global E-Commerce Team is seeking a passionate and strategic Product Manager, E-commerce Customer Experience to support growth in our loyalty and casino programs. This full-time role reports to the Senior Product Manager and is based onsite in Miami, Florida.

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 website experience.
• Strategic Vision: Develop and communicate a strategic product vision aligned with business OKRs, leading product discovery, and managing scope, schedule, and budget.
• Lead Generation and Retention: Create strategies to grow lead generation, enhance loyalty, and improve retention, driving Customer Lifetime Value (CLTV) and revenue.
• Stakeholder Communication: Evangelize the customer experience vision and goals to stakeholders for alignment and support.
• Product Quality: Ensure product quality, viability, and feasibility through collaboration with cross-functional teams.
• Team Leadership: Manage, coach, and develop team members to foster growth and excellence.

Qualifications

• Bachelor's degree or equivalent experience in a related discipline.
• 10+ years in a large enterprise environment.
• Proficient in Design Thinking and Agile methodologies.
• Experience in analysis, delivering measurable results, and working with technical and customer-facing teams.
• Strong leadership, communication skills, and ability to manage complex, cross-departmental teams.
• Travel industry eCommerce experience and managing budgets are preferred.
• Knowledge of behavioral science, design thinking, accessibility, and analytics tools like Adobe Analytics & Target, Contentsquare is a plus.

Additional Information

Impactful role in shaping digital customer experience for leading cruise brands. Opportunities for professional growth in a dynamic environment. We promote equal employment opportunities and prohibit discrimination or harassment.