Senior Director, E-Commerce

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We’re looking for an experienced Senior Director, eCommerce to fill this critical role based in our Seattle office. In this critical roll you’ll be responsible for driving purchase, and conversion and enhancing the guest experience across the entire customer journey for both Holland America Line and Seabourn. The Senior Director, Ecommerce is high visibility, high impact that builds digital capabilities to scale our business. The Senior Director, Ecommerce will unify the customer experience across all web and apps to drive bookings, and conversion and enhance the guest experience in digital channels.  Ideal candidates will have expertise in developing solutions across web, mobile web and app as well as the contact center stack preferred. They will also have  an excellent understanding of consumer behavior online as well as ecommerce best practices. They’ll be driven toward action and thrive on shipping products that drive results and deliver on business objectives.

Here’s a summary of what Holland America Line is looking for in its Senior Director, eCommerce. Is this you?

Responsibilities

• P&L responsibility for web, with ownership and accountability for the e-commerce revenue goals, post-purchase KPIs and app performance.

• Establish, lead, and communicate a strategic product vision and roadmap that delivers significant business impact. Drive innovation definition, deliverables planning, and design of new products across primary flow, secondary flow, app and onboard digital technologies for Holland America and Seabourn.

• Lead, coach, and develop a great team of e-commerce professionals. Build and/or support this high performing team; recognize and reward achievement. including:

  • Product - Lead Product team to develop requirements and features based on data and deliver against timelines. This includes primary flow, secondary flow and now app and onboard digital technologies for both Holland America Line and Seabourn.

  • UIUX - Lead UIUX team to enhance, improve, innovate the branded customer experience that is intuitive for our guests. Collaborate with Seabourn to launch new .com experience, update ongoing and leverage best practices across both brands. 

• Collaborate daily with IT/Engineering for development in an agile SCRUM environment to deliver winning experiences for our guests across our 4 digital roadmaps. Inform sprints, provide requirements, clarify engineering questions, and support UAT and QA on development.

• Lead Product planning, gathering of requirements and utilize studies/product metrics/data & insights to make recommendations on priorities for the implementation of new features and specific deliverables.

• Serve as a highly-responsive partner to the marketing organization and supports campaign and promotions through digital channels.

• Build strong partnerships with leaders across the company to solve our toughest challenges and creates seamless, cohesive experiences.

• Analyze data to identify trends, opportunities, and areas for improvement in the reservation system.

• Develop and track key performance indicators (KPIs) to measure the success of system enhancements.

• Use financial metrics to assess the impact of changes on revenue and costs.

• Ensure analytics are up to par and giving the latest visibility into our booking funnel. Own analytics and analyze metrics to inform decision-making and measure success. Develop and provide standardized reporting for Holland America Line and Seabourn.

• Constantly monitor our data and analytics to develop experiments that optimize our ecommerce experiences and deliver insights into guest behavior. 

• Rapid iteration and AB testing. Ideate, design, launch and iterate high-impact tests on all channels, directly impacting our revenues.

• Ensure adherence to all applicable laws and standard operating procedures as they pertain to the SOX Audit process and Ethics and Compliance. 

• Perform other duties as assigned.                                                    

Requirements

• BS/MBA/MS Degree in Business, Marketing, related field, and/or equivalent experience     

• 10+ years of B2C/DTC product management and e-commerce experience (web and app; contact center capabilities preferred) including P&L ownership. Prior GM experience preferred.

• Brilliant product strategist with hands-on experience scaling a product from the ground up. Analytical thinker and problem solver,