Director, Ecommerce & Customer Products

SP Vessel Buyer LLC•Miami, FL

About The Position

The Director of Ecommerce and Marketing Technology is responsible for oversight of the Azamara Cruises Trade and Consumer-facing products, including the ecommerce product portfolio, CRM, and Trade & Customer Marketing products. This role owns the entirety of the strategy for growing Azamara.com as both the epicenter of telling the brand and products story as well as growing revenue. The Director will define, deliver, and manage the lifecycle of consumer ecommerce, marketing, and CRM features. The role delivers the strategic product vision, leads product discovery, and manages product roadmaps to maximize the customer experience and revenue generation. This role will collaborate closely with business stakeholders to identify, define, prioritize, and design or buy solutions to improve the customer experience. Must be able to translate vision into solutions which will drive business results. This role is also responsible for all day-to-day Content Operations for the Direct to Consumer and Business to Business Trade Portal. This is a critical role at Azamara and the successful leader will enable us to pursue our vision of being a guest centric and preferred trading partner in the cruise industry.

Requirements

Bachelor’s degree in a related discipline or equivalent combination of education and directly relevant experience.
7+ years of experience in ecommerce, digital marketing technology, or product leadership within a large, complex enterprise environment.
Proven track record leading successful enterprise scale application implementations and digital transformation initiatives.
Experience managing multiple concurrent initiatives with competing priorities, demonstrating strong judgment and delivery focus.
Deep expertise in ecommerce and online marketing disciplines, including: Conversion rate optimization (CRO) Cross sell and upsell strategies Audience segmentation and personalization A/B and multivariate testing Digital merchandising Web and customer analytics Email and lifecycle marketing
Demonstrated success driving measurable business outcomes through SEO, testing, and data driven optimization.
Experience evaluating customer behavior through user research, usability testing, and analytics to inform roadmap and enhancement decisions.
Strong ability to assess initiatives against brand, revenue, and departmental KPIs and prioritize accordingly
End to end experience across agile and modern development lifecycles, including: Strategic planning and roadmap development Requirements definition and backlog grooming Development, QA, deployment, and post go live support Change management and continuous improvement
Ensures clarity and consistency of direction by maintaining a well prioritized product backlog aligned to business strategy.
Synthesizes product and platform requirements from diverse stakeholders, including ecommerce, marketing, design, engineering, QA, legal, IT, and operations.
Hands on experience with enterprise web platforms, operational monitoring, and DevOps tools such as Jira, Dynatrace, Splunk, Crafter, and similar technologies.
Familiarity with website analytics platforms, personalization/testing vendors, and marketing automation tools (including HubSpot).
Strong people leader with experience managing and developing high performing teams in matrixed, multi layered organizations.
Proven ability to lead through influence and collaborate effectively across Marketing, Revenue Management, IT, Customer Experience, and Operations.
Extensive experience partnering with external vendors and agencies, including ecommerce platforms, marketing agencies, analytics providers, and technology suppliers.
Skilled at managing complex stakeholder environments and establishing clear governance, communication, and decision making frameworks.
Comfortable translating complex technical and strategic concepts into clear, actionable insights for senior executives and cross functional leaders.
Demonstrated budget management experience, including vendor oversight and investment prioritization.
Strong strategic thinking and thought leadership skills, with the ability to identify trends, opportunities, and emerging technologies relevant to the business.
Excellent written, verbal, and executive level communication skills.
Highly analytical, organized, and results oriented, with strong planning, negotiation, and project management capabilities.
Thrives in fast paced, high growth, and highly visible environments.
Exceptional interpersonal skills with the ability to engage effectively with teams, vendors, and leaders across all levels of the organization.

Nice To Haves

Travel or hospitality ecommerce experience preferred, but not required

Responsibilities

Develops overall product vision, strategy, development, and execution
Build and drive web revenue for both the primary and secondary booking flows
Build the strategy and prioritization for Azamara.com from story telling, frictionless user experience, lead generation, compelling content, and booking flow
Managing the flow of product and feature enhancements through all aspects of the product delivery lifecycle, from initial ideation to delivery and ongoing optimization
Primary point of accountability for web product performance, quality, and consumer satisfaction.
Analyzing and evangelizing product opportunities that align with company KPIs
Incorporating data, customer, market, and competitive analysis into strategic recommendations.
Partnering closely with different business teams representing user and company needs including Revenue Management, Land Product, Domestic & International Sales, Call Centers, IT, etc.
Identify, negotiate, and manage all vendor partners and agencies.
Manage budgets for ecommerce and MarTech products
Presenting to internal stakeholders and establishing self as the resident product expert with deep understanding of all business processes.
Continually assessing technology and new business solutions to provide a best-in-breed customer experience.
Fosters a culture of creativity, collaboration, speed, innovation, and excellence while continuously elevating the quality and caliber of the product roadmap
Coach and develop team members to achieve individual and company objectives
Partner with CIO, PMO, and Finance to create, manage, and forecast monthly budget and expenses.
Work with marketing analytics team members to track product metrics and revenue goals.
Defines metrics, reports progress and creates presentations for executive management.