Senior Manager, Booked Guest eCommerceThe 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 objectives. Partner with executive leadership to establish priorities, manage resources, and drive digital innovation, operational excellence, and sustainable revenue growth Lead cross-functional collaboration with stakeholders across Shore Excursions, Spa, Beverage, Dining, Retail, Marketing, and other business units to prioritize revenue-driving initiatives, coordinate merchandising and promotional strategies, and optimize traffic, conversion, and guest engagement throughout the booked guest digital commerce journey.
Knowledge, Skills & Abilities:
Scope: Leads the strategy, planning, optimization, and execution of Carnival Cruise Line's booked guest digital commerce experience, with responsibility for driving pre-cruise revenue, conversion, guest engagement, and digital merchandising across web and omnichannel experiences. Provides strategic leadership across Commercial, Revenue Management, Product, Technology, Marketing, Analytics, Creative, Guest Experience, and Shipboard Operations to align priorities, maximize revenue opportunities, and continuously improve the booked guest digital commerce experience. Leads and develops a team of eCommerce professionals while influencing cross-functional leaders to align priorities, maximize revenue opportunities, and deliver enterprise business objectives.
Problem-solving: Operates in a complex, fast-paced environment requiring the ability to evaluate competing business priorities, analyze large volumes of performance and customer data, and develop actionable strategies that drive revenue growth and improve guest engagement. Identifies opportunities to optimize digital experiences, marketing effectiveness, and merchandising performance through data-driven decision making, testing methodologies, and continuous improvement initiatives. Resolves challenges that may involve multiple stakeholders, operational constraints, technical dependencies, and evolving business needs, exercising sound judgment and independent decision-making to balance short-term results with long-term business objectives.
Impact: Accountable for driving measurable improvements in pre-cruise revenue, conversion, guest engagement, ancillary attachment rates, and overall digital commerce performance through strategic planning, optimization, merchandising, and marketing initiatives. Influences enterprise investment decisions by providing data-driven insights, commercial recommendations, and roadmap priorities that improve profitability, guest satisfaction, and long-term business growth.
Leadership: Provides leadership, direction, coaching, and development for a team of eCommerce managers and professionals, fostering a culture of accountability, collaboration, innovation, and continuous improvement. Responsible for talent acquisition, onboarding, performance management, succession planning, employee engagement, and career development. Establishes priorities and allocates resources to ensure successful execution of departmental objectives while promoting alignment across teams. Serves as a trusted advisor to leadership and a key partner to stakeholders across the organization, influencing decisions and driving results through strong communication, collaboration, and strategic leadership.
Essential/Minimum qualifications:- Bachelor's Degree in Marketing, Business, Computer Science, or a related field
- Master's degree in Business, Marketing, or a related discipline preferred8–10+ years of progressive experience leading digital commerce, eCommerce, digital marketing, or omnichannel customer experience initiatives 5+ years leading managers and high-performing cross-functional teams
- Essential experience required:
- Experience partnering with Digital Product and Technology teams to define business requirements, prioritize product roadmaps, and deliver Agile solutions that drive measurable commercial outcomes
- Experience with E-commerce CMS systems (Hybris/Sitecore a plus), web analytics tools (Google Analytics, Adobe Analytics), and A/B Testing platforms (Optimizely)
Experience developing and executing integrated digital marketing strategies, campaign planning, measurement frameworks, and performance optimization initiativesExperience leading digital commerce, lifecycle marketing, or performance marketing initiatives that drive measurable revenue growth and customer engagement
Experience leading experimentation programs using A/B testing, customer insights, and data analytics to improve conversion, guest engagement, and commercial performance
Experience developing personalization strategies, customer segmentation, and lifecycle optimization initiatives that improve conversion, guest engagement, and revenue performance
Advanced proficiency with Microsoft Office (Excel, Word, PowerPoint, Outlook, and Teams) and other business applications required to effectively lead digital commerce initiativesExperience in the Cruise, Travel, Tourism and/or Hospitality industry
Experience in Financial Services or Entertainment a plus
Industry Knowledge: Extensive knowledge of digital commerce best practices, website optimization, merchandising, customer behavior, and emerging industry trends
Leadership and Management Principles: Keen understanding of leadership styles, team dynamics, and management best practices
Analytical and Problem-Solving: A strategic thinker with strong business judgment, excellent analytical, problem-solving, and decision-making skills
Cross-Functional Collaboration: Extensive experience working with diverse teams across various departments to build consensus and achieve common goals. Strong influencing and negotiating skills to maximize opportunities for alignment with internal and external business partners
Exceptional Communication: Superb verbal and written communication skills for engaging with stakeholders at all levels, articulating the impact of initiatives and explaining concepts to both technical and non-technical stakeholders
Prioritization: Ability to identify, prioritize, and communicate the highest-impact initiatives that maximize business value and strategic outcomes
Project Management: Ability to lead multiple large-scale, complex initiatives from strategy through implementation while effectively managing competing priorities in a fast-paced, evolving environment
Compliance and Legal: Understanding of relevant laws, regulations, and compliance requirements
Motivation: Inner drive to achieve goals, maintain a positive attitude, and inspire others
Social Skills: Skilled in managing relationships, building networks, and navigating social complexities in the workplace
Standard Position-related Skills: Exceptional critical thinking, innovative reasoning, organizational, time management, and adaptability skills to effectively manage changing priorities with a high level of quality
Travel: Less than 25% with shipboard travel likely
