Director, eCommerce & Revenue Optimization

Norwegian Cruise Line Holdings Ltd.•Miami, FL

About The Position

The Director, eCommerce & Onboard Revenue Optimization is responsible for driving the strategic vision and execution of onboard digital commerce across the fleet, maximizing revenue and profitability through innovative eCommerce platforms, data-driven optimization, and seamless guest-facing digital experiences. This role serves as a key commercial leader, identifying opportunities to grow onboard spend through digital channels, elevate guest engagement, and deliver measurable revenue impact through technology-enabled solutions and cross-functional collaboration.

Requirements

Minimum 8 years progressive experience in eCommerce, digital commerce, or online revenue management, with at least 3 years in a leadership role
Demonstrated track record of driving measurable revenue growth through digital channels
Experience managing complex cross-functional projects from conception through delivery
Strong strategic and analytical mindset with a focus on data-driven decision-making and revenue optimization.
Proven project management skills with the ability to prioritize competing initiatives, manage timelines, and deliver results in a fast-paced environment.
Innovative and forward-thinking, with experience implementing emerging technologies and digital solutions that enhance guest experiences and drive commercial outcomes.
Proficient in eCommerce platforms, analytics tools (e.g., Power BI, Google Analytics), and digital merchandising best practices.
Excellent communication, presentation, and stakeholder management skills with the ability to influence across all levels of the organization.
Customer-focused approach with a deep understanding of the end-to-end digital guest journey and guest expectations.
Strong financial acumen with experience managing P&L accountability and building business cases for technology investments.
Flexible and adaptable, thriving in a dynamic, evolving environment with the ability to lead through ambiguity and change.
Results-oriented, with a proven ability to deliver measurable improvements in revenue performance and operational efficiency.

Nice To Haves

MBA or relevant master’s degree preferred
Experience in travel, hospitality, cruise, or related service industries strongly preferred

Responsibilities

Define and execute the onboard eCommerce strategy across the fleet, driving revenue growth through digital merchandising, personalized offers, and conversion optimization across all guest-facing digital platforms.
Leverage data-driven insights from guest purchasing behavior, campaign performance, and market intelligence to identify revenue opportunities and guide strategic decision-making.
Lead end-to-end project management of eCommerce initiatives, including platform enhancements, new feature deployments, and technology integrations, ensuring on-time delivery and maximum business impact.
Champion innovation through AI, automation, and emerging digital technologies to personalize guest experiences, streamline purchase journeys, and improve predictive revenue capabilities.
Own the onboard digital commerce P&L, establishing KPIs, tracking performance against targets, and delivering actionable reporting to senior leadership on revenue contribution and growth trends.
Drive continuous improvement of the digital guest experience, optimizing user interfaces, checkout flows, and content strategies to increase engagement, conversion rates, and average order value.
Lead enterprise-level eCommerce projects and special initiatives, including platform migrations, vendor evaluations, system integrations, and new digital revenue streams.
Collaborate cross-functionally with Revenue Management, Marketing, IT, Onboard Revenue, and Operations teams to ensure strategic alignment and cohesive commercial execution across digital and physical touchpoints.
Monitor global eCommerce trends, competitive landscape, and emerging technologies to identify best practices, maintain competitive advantage, and inform long-term digital commerce strategy.
Build, mentor, and develop a high-performing eCommerce team, fostering a culture of innovation, accountability, and continuous improvement.
Perform other job-related functions as assigned.