Manager Digital Customer Experience
Grand Circle Corporation, Boston, MA, United States
Manager, Digital Customer Experience (Product)
Reporting to: VP, Digital Customer Experience
Department: Digital Customer Experience
Location: Boston, MA (Hybrid, 3x/week onsite in our Seaport office)
Position Summary 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.
Key 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
What Success Looks Like Success in this role means leading a high-performing team that consistently drives measurable improvements to the digital trip experience. You will establish a clear, data-driven vision and enable your team to act on insights quickly and effectively. By streamlining processes and strengthening cross-functional alignment, you will accelerate delivery timelines and enhance the overall customer journey. Ultimately, your impact will be seen in improved engagement, conversion rates, and customer satisfaction, as well as in the growth and development of your team.
Qualifications
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
Total Rewards The base salary range for this role is $110,000 – $125,000 annually. Final compensation may vary and will be determined based on factors such as relevant experience, skills, internal equity, and geographic location. In addition to base pay, this role is eligible for an annual incentive bonus and first-class benefits, which include:
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
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Reporting to: VP, Digital Customer Experience
Department: Digital Customer Experience
Location: Boston, MA (Hybrid, 3x/week onsite in our Seaport office)
Position Summary 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.
Key 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
What Success Looks Like Success in this role means leading a high-performing team that consistently drives measurable improvements to the digital trip experience. You will establish a clear, data-driven vision and enable your team to act on insights quickly and effectively. By streamlining processes and strengthening cross-functional alignment, you will accelerate delivery timelines and enhance the overall customer journey. Ultimately, your impact will be seen in improved engagement, conversion rates, and customer satisfaction, as well as in the growth and development of your team.
Qualifications
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
Total Rewards The base salary range for this role is $110,000 – $125,000 annually. Final compensation may vary and will be determined based on factors such as relevant experience, skills, internal equity, and geographic location. In addition to base pay, this role is eligible for an annual incentive bonus and first-class benefits, which include:
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
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