Senior Director, E-Commerce

Job Description

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, and world-class operational leader
• Proven track record of creating hyper-efficient product development processes and delivering aggressive business objectives in a fast-paced environment
• Ability to think strategically, prioritize ruthlessly and execute methodically. Proactively shares the appropriate level of information across teams
• Know how to delight customers and how to use data to know if you did. You possess deep understanding and empathy of customer behavior online and refined product judgment.
• Excellent communication and service-oriented skills. Promote co-creation and encourage others to participate; work smoothly across all levels and departments
• Self-starter who is action-oriented and leads by example.
• Strong project management and organization skills. Ability to work in a lean organization and doing the most with limited resources.
• Possess an understanding of technology stacks and level of efforts involved in order to be able to make right decisions
• Lead, coach, and develop a great team of e-commerce professionals. Build and/or support this high-performing team; recognize and reward achievement.
  
  

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
• Base Salary Range: $157,800.00-$214,300.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
  
  

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America Line is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans With Disabilities Act (ADA)

Holland America Line will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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