Senior Manager, eCommerce Product - Booked Guest - SFCC

Holland America Line Careers•Fort Lauderdale, FL

70d

About The Position

One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone. We are looking for an amazing Senior Manager, eCommerce Product - Booked Guest SFCC to fill this role, which is based in our LOCATION office. The Senior Manager, eCommerce Product - Booked Guest (SFCC) is responsible for leading the strategy, development, and optimization of the digital experience for booked guests across Princess Cruises' eCommerce platform, namely the web and mobile app. This role focuses on enhancing the post-booking journey, including itinerary management, upsell opportunities, and personalized guest interactions using Salesforce Commerce Cloud and related technologies. The ideal candidate will bring deep expertise in product management, digital commerce, and SFCC, with a strong understanding of how to drive engagement, onboard revenue, and operational efficiency. This position reports to the Director of eCommerce Product Management - Booked Guest and collaborates closely with engineering, marketing, analytics, and operations teams, as well as other ecommerce product leaders.

Requirements

Bachelor's degree in business, Marketing, Computer Science, or a related field; MBA preferred.
Strong understanding of digital commerce, user experience, and product lifecycle management.
Proficiency in Salesforce Commerce Cloud or similar enterprise eCommerce platforms.
Excellent communication and stakeholder management skills.
10+ years of product management experience, with at least 5 years focused on eCommerce or digital platforms.
3+ years of experience managing SFCC-based products or similar platforms.
Demonstrated success in launching and optimizing customer-facing digital products.
Experience in the travel, hospitality, or retail industries is highly desirable.
Hands-on experience with A/B testing, personalization, and analytics tools.
Beginning in 2028, this position will remain on the same Tuesday-Thursday in-office schedule but will transition to our new headquarters in the Miami, FL area.

Responsibilities

Lead SFCC Product Strategy for Booked Guest Experience.
Define and execute the product roadmap for the booked guest digital experience, leveraging Salesforce Commerce Cloud capabilities.
Prioritize features that enhance personalization, upsell opportunities, and guest satisfaction.
Collaborate with engineering and architecture teams to implement scalable, secure, and high-performing solutions.
Lead integrations with third-party tools and internal systems to support Onboard revenue initiatives, changes, add-ons, and guest experience.
Use data-driven insights to improve the user experience, increase conversion of pre-cruise purchases, and reduce call center volume.
Champion A/B testing, personalization strategies, and continuous UX improvements.
Strong strategic and analytical thinker with exceptional execution and problem-solving capabilities.
An understanding of statistical analysis and experimental design, with expertise in data tools such as Google Analytics, Adobe Omniture, Heap, or similar tools.
Partner with marketing, operations, analytics, and customer service teams to align on goals, gather feedback, and ensure seamless execution.
Communicate product vision, KPIs, and progress to senior leadership.
Manage a team of product managers and analysts. Foster a culture of innovation, accountability, and agile best practices.
Oversee sprint planning, backlog grooming, and product lifecycle management.