Manager Digital Customer Experience
About The Position
Grand Circle Corporation is the leader in international travel, adventure, and discovery for Americans aged 50+. Headquartered in Boston, MA, with more than 45 offices globally, over two million travelers have explored the world with our award-winning brands: Grand Circle Cruise Line, Overseas Adventure Travel, and Grand Circle Travel. We are seeking a Manager, Digital Customer Experience (Product) to own and continuously enhance the traveler’s digital journey across our trip experiences. This role is responsible for developing and executing a data-driven strategy that improves how travelers discover, explore, and select trips online. You will lead and empower a team of Digital Experience Specialists, leveraging insights, experimentation, and personalization to drive measurable improvements in engagement, conversion, and customer satisfaction. Success in this role requires strong analytical thinking, a test-and-learn mindset, and the ability to influence cross-functional partners across UX, Platform, Brand, and Creative. You will guide the team through change, streamline workflows, and ensure that digital initiatives deliver meaningful business impact.
Requirements
- 5–7 years of experience in digital merchandising, e-commerce, travel, or a related field
- Proven experience leading teams in digital experience, product, or content optimization
- Strong understanding of analytics, A/B testing, and personalization tools (e.g., Optimizely or similar)
- Demonstrated ability to drive measurable outcomes through data and experimentation
- Excellent project management and process improvement skills
- Strong cross-functional collaboration and stakeholder management capabilities
- Ability to influence and align teams across multiple functions
Responsibilities
- Define and communicate a data-driven strategy for the digital trip experience grounded in analytics and customer behavior
- Translate insights and testing results into clear priorities that improve engagement, conversion, and customer satisfaction
- Analyze site performance and customer interaction data, adapting strategies in real time
- Own the content, design, and functionality of trip pages, driving key engagement metrics
- Mentor and develop Digital Experience Specialists to independently identify opportunities and deliver measurable results
- Establish and execute an A/B testing and personalization roadmap
- Lead process improvements to streamline workflows and accelerate speed-to-market
- Ensure clarity of ownership and accountability across cross-functional teams
- Partner with UX, Platform, Brand, and Creative teams to align initiatives with broader company goals
- Serve as an advocate for the traveler’s digital experience across all touchpoints
- Foster a culture of accountability, agility, and continuous improvement
Benefits
- Health & wellness: Comprehensive and heavily subsidized medical, dental, and vision plans, plus on-site gym access, holistic wellness sessions, and group fitness classes
- Time for you: Substantial Paid Time Off (PTO), and 11 paid holidays—including Juneteenth, Memorial Day, and Labor Day—and Summer Fridays. Plus, extensive parental leave with up to 12–16 weeks paid at 100% base salary
- Travel more, spend less: 50% off our trips for you and a companion, 25% for additional immediate family members, and exclusive quarterly associate travel deals
- Your future, secured: 401(k) with company match, life insurance, and disability coverage
- Continuous growth: Tuition assistance for professional and personal development, opportunities through overseas travel, and direct access to Pinnacle Leadership & Team Development
- Extra perks: Commuter benefits, FSA options, pet insurance, home & auto discounts, and paid volunteer time off
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
