Director, eCommerce & Revenue Optimization
Norwegian Cruise Line Holdings Ltd., Miami, FL, United States
The Senior 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.
Position 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.
Experience:
- 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
- Experience in travel, hospitality, cruise, or related service industries strongly preferred
- 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.