Product Manager, Digital Customer Experience

About the position

Join Royal Caribbean Group as a full-time Product Manager for Digital Customer Experience within our Global E-Commerce Team. This role is based in Miami, Florida, and reports to the Senior Product Manager. The position focuses on supporting growth in our loyalty and casino programs, requiring a strategic and customer-centric approach to enhance the digital customer experience.

Responsibilities

• Act as a customer advocate, leveraging data to uncover insights that reflect true customer needs and preferences.
• Define, deliver, and manage customer experience initiatives across various products to ensure a best-in-class experience for our website products.
• Develop and communicate a strategic product vision tied to business OKRs, leading product discovery, and managing scope, schedule and spend.
• Create strategies to grow lead generation, enhance loyalty, and improve retention, driving Customer Lifetime Value (CLTV) and incremental revenue.
• Evangelize the customer experience vision and defined goals to stakeholders, ensuring alignment and support.
• Responsible for product quality, viability and feasibility, facilitating collaboration between cross-functional teams and departments.
• Manage, coach, and develop teammates, fostering growth and excellence.

Requirements

• Bachelor's degree in a related discipline or equivalent experience.
• 10+ years of experience in a large enterprise environment.
• Proficient in all stages of Design thinking and Agile methodology, including planning, development, QA, and deployment.
• Skilled in conducting and implementing analysis and recommendations that deliver measurable results.
• Experienced in working with IT technical resources and customer-facing teams.
• Proven ability to manage multiple issues and prioritize with sound judgment.
• Strong management and leadership experience with cross-functional departments, including Marketing, Revenue Management, and IT.
• Adept at communicating complex issues to top-level executives.
• Experience managing and collaborating with large, complex teams, including help desks, call centers, revenue management, IT, and marketing.
• Proven experience in managing others and fostering team development.
• Travel industry eCommerce experience strongly preferred.
• Experience managing a budget that supports multiple key stakeholders is strongly preferred.
• Understanding of customer/behavioral science, design thinking, and eCommerce marketing strategies.
• Familiarity with accessibility needs and digital ADA requirements.
• Previous experience with loyalty programs or casino programs is a plus.
• Proficiency with Adobe Analytics & Target or other analytics and experimentation tools.
• Experience with Contentsquare or other behavioral analytic tools.

Benefits

• Competitive compensation and benefits package.
• Excellent career development opportunities.