Holland America Line
Overview
Holland America Line is seeking an experienced Senior Director, eCommerce to be based in our Seattle office. The role focuses on driving purchase and conversion across the entire customer journey for Holland America Line and Seabourn, unifying the customer experience across web and apps to drive bookings and enhance guest experience in digital channels. Ideal candidates will have expertise in web, mobile web, and app development, as well as a strong understanding of consumer behavior online and ecommerce best practices. Base pay
$157,800.00/yr - $241,300.00/yr Responsibilities
P&L responsibility for web, with ownership and accountability for ecommerce 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 strong team of ecommerce professionals. Build and support a high-performing team; recognize and reward achievement. This includes: Product – Lead Product team to develop requirements and features based on data, delivering against timelines across primary flow, secondary flow, app, and onboard digital technologies for both brands. UI/UX – Lead UI/UX team to enhance and innovate the branded customer experience that is intuitive for guests; collaborate with Seabourn to launch new .com experience and leverage best practices across both brands. Collaborate daily with IT/Engineering in an agile SCRUM environment to deliver guest-focused experiences across four digital roadmaps. Inform sprints, provide requirements, clarify engineering questions, and support UAT and QA. Lead product planning, gathering requirements, and utilizing studies/data/insights to prioritize new features and deliverables. Partner with the marketing organization to support campaigns and promotions through digital channels. Build strong partnerships with leaders across the company to solve challenges and create cohesive experiences. Analyze data to identify trends, opportunities, and areas for improvement in the reservation system; develop and track KPIs to measure success and inform decision-making. Use financial metrics to assess impact on revenue and costs; ensure analytics provide visibility into the booking funnel and develop standardized reporting for both brands. Monitor data and analytics to design experiments that optimize ecommerce experiences and guest behavior insights. Conduct rapid iteration and AB testing across channels to impact revenue. Ensure adherence to laws and SOPs related to SOX Audit and Ethics and Compliance. Perform other duties as assigned. Requirements
BS/MBA/MS in Business, Marketing, or related field, and/or equivalent experience. 10+ years of B2C/DTC product management and ecommerce experience (web and app; contact center capabilities preferred), including P&L ownership. Prior GM experience preferred. Strong product strategist with hands-on experience scaling products; analytical thinker and operational leader. Proven track record of creating efficient product development processes and delivering aggressive objectives in a fast-paced environment. Strategic thinking with ruthlessly prioritization and methodical execution; effective cross-team communication. Customer-centric mindset with data-driven decision making and deep understanding of online behavior and product judgment. Excellent communication and service-oriented skills; ability to collaborate across all levels and departments. Self-starter who is action-oriented and leads by example. Strong project management and organizational skills; able to operate in a lean organization with limited resources. Understanding of technology stacks and effort estimation to enable informed decisions. Proven ability to lead and develop a high-performing ecommerce team. Must be legally authorized to work in the United States. No visa sponsorship available at this time. Please note that this is a hybrid position based in Seattle, WA. Candidates must be comfortable coming into the office 3 days/week (Tuesday-Thursday). What You Can Expect
Cruise and Travel Privileges for You and Your Family Health Benefits 401(k) Employee Stock Purchase Plan Training & Professional Development Tuition & Professional Certification Reimbursement Rewards & Incentives Our Culture
Holland America Line is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, medical condition, national origin, disability, or any other characteristic protected by applicable laws. Americans With Disabilities Act (ADA): Holland America Line will provide reasonable accommodations with the application process upon request. If you require assistance, please contact recruiting@hollandamericagroup.com #HAL
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Holland America Line is seeking an experienced Senior Director, eCommerce to be based in our Seattle office. The role focuses on driving purchase and conversion across the entire customer journey for Holland America Line and Seabourn, unifying the customer experience across web and apps to drive bookings and enhance guest experience in digital channels. Ideal candidates will have expertise in web, mobile web, and app development, as well as a strong understanding of consumer behavior online and ecommerce best practices. Base pay
$157,800.00/yr - $241,300.00/yr Responsibilities
P&L responsibility for web, with ownership and accountability for ecommerce 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 strong team of ecommerce professionals. Build and support a high-performing team; recognize and reward achievement. This includes: Product – Lead Product team to develop requirements and features based on data, delivering against timelines across primary flow, secondary flow, app, and onboard digital technologies for both brands. UI/UX – Lead UI/UX team to enhance and innovate the branded customer experience that is intuitive for guests; collaborate with Seabourn to launch new .com experience and leverage best practices across both brands. Collaborate daily with IT/Engineering in an agile SCRUM environment to deliver guest-focused experiences across four digital roadmaps. Inform sprints, provide requirements, clarify engineering questions, and support UAT and QA. Lead product planning, gathering requirements, and utilizing studies/data/insights to prioritize new features and deliverables. Partner with the marketing organization to support campaigns and promotions through digital channels. Build strong partnerships with leaders across the company to solve challenges and create cohesive experiences. Analyze data to identify trends, opportunities, and areas for improvement in the reservation system; develop and track KPIs to measure success and inform decision-making. Use financial metrics to assess impact on revenue and costs; ensure analytics provide visibility into the booking funnel and develop standardized reporting for both brands. Monitor data and analytics to design experiments that optimize ecommerce experiences and guest behavior insights. Conduct rapid iteration and AB testing across channels to impact revenue. Ensure adherence to laws and SOPs related to SOX Audit and Ethics and Compliance. Perform other duties as assigned. Requirements
BS/MBA/MS in Business, Marketing, or related field, and/or equivalent experience. 10+ years of B2C/DTC product management and ecommerce experience (web and app; contact center capabilities preferred), including P&L ownership. Prior GM experience preferred. Strong product strategist with hands-on experience scaling products; analytical thinker and operational leader. Proven track record of creating efficient product development processes and delivering aggressive objectives in a fast-paced environment. Strategic thinking with ruthlessly prioritization and methodical execution; effective cross-team communication. Customer-centric mindset with data-driven decision making and deep understanding of online behavior and product judgment. Excellent communication and service-oriented skills; ability to collaborate across all levels and departments. Self-starter who is action-oriented and leads by example. Strong project management and organizational skills; able to operate in a lean organization with limited resources. Understanding of technology stacks and effort estimation to enable informed decisions. Proven ability to lead and develop a high-performing ecommerce team. Must be legally authorized to work in the United States. No visa sponsorship available at this time. Please note that this is a hybrid position based in Seattle, WA. Candidates must be comfortable coming into the office 3 days/week (Tuesday-Thursday). What You Can Expect
Cruise and Travel Privileges for You and Your Family Health Benefits 401(k) Employee Stock Purchase Plan Training & Professional Development Tuition & Professional Certification Reimbursement Rewards & Incentives Our Culture
Holland America Line is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, medical condition, national origin, disability, or any other characteristic protected by applicable laws. Americans With Disabilities Act (ADA): Holland America Line will provide reasonable accommodations with the application process upon request. If you require assistance, please contact recruiting@hollandamericagroup.com #HAL
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