Senior Manager, Booked Guest Ecommerce

Senior Manager, Booked Guest eCommerce

The Senior Manager, Booked Guest eCommerce is responsible for defining and executing the digital commerce strategy across the post-booking guest journey to maximize guest engagement, lifetime value, revenue growth, and operational excellence. This role owns the digital merchandising, personalized guest experience, promotional, and optimization strategies that maximize pre-cruise conversion and onboard revenue across web, email, mobile, and emerging digital channels.

The position leads a high-performing team responsible for eCommerce, digital merchandising, and guest communications, building organizational capability through talent development, strategic leadership, and a culture of accountability, collaboration, and continuous improvement.

As the business owner for the booked guest digital commerce experience, this role partners across Commercial, Revenue Management, Digital Product, Technology, CRM, Analytics, and Creative to prioritize investments, deliver scalable digital capabilities, and continuously optimize the guest journey through data-driven decision making and innovation.

Working closely with CRM, Digital Product, Revenue Management, Analytics, Technology, Creative, Guest Experience, and onboard revenue partners, the Senior Manager aligns cross-functional priorities, leads strategic initiatives, and delivers scalable eCommerce capabilities that drive traffic, conversion, profitability, and long-term business growth.

Success in this role requires an innovative, commercially minded leader with deep expertise in digital commerce, exceptional business acumen, and a proven ability to build high-performing teams, influence executive stakeholders, and translate customer insights into measurable business outcomes.

Essential Functions:

• Develop and execute the booked guest eCommerce strategy to maximize guest engagement, conversion, and pre-cruise revenue. Provide strategic leadership to the eCommerce Merchandising and Email teams while partnering with cross-functional stakeholders to prioritize initiatives, optimize digital experiences, and deliver measurable business results
• Own the booked guest marketing, merchandising, and promotional calendar, ensuring alignment across Marketing, Revenue Management, Operations, Creative, Contact Center, and other business partners. Establish integrated communication and merchandising strategies that deliver a consistent brand experience and support commercial objectives
• Lead the business roadmap for booked guest digital commerce capabilities by partnering with Digital Product, Technology, and IT leaders. Define business requirements, prioritize investments, and partner closely with technical teams to develop the pre-cruise roadmap of eCommerce enhancements, platform capabilities, and new features that drive revenue and improve the guest experience. Collaborate with Agile IT scrum teams to perform business analysis, prioritize eCommerce and technology platform enhancements, and develop feature roadmaps that support commercial objectives, drive revenue growth, and continuously enhance the guest experience
• Build and lead a high-performing team by fostering a culture of accountability, collaboration, innovation, and continuous improvement. Coach and develop talent while championing data-driven decision-making, experimentation, personalization, and optimization through customer insights, analytics, and A/B testing
• Lead the data-driven optimization of the booked guest eCommerce business by leveraging web analytics, guest insights, commercial performance, and financial analysis to identify growth opportunities, optimize digital merchandising, maximize pre-cruise revenue, and own forecasting, KPI reporting, and ROI measurement. Translate business performance, guest behavior, and financial results into actionable recommendations and strategic insights that inform executive decision-making, guide investment priorities, and continuously enhance the digital guest experience
• Provide strategic leadership for the booked guest eCommerce function by aligning marketing, merchandising, communications, and technology initiatives with business…