The Royal Caribbean Group's Analytics Team has an exciting career opportunity for a full-time
Sr. Manager, eCommerce reporting to the Dir, eCommerce Experience
The position is onsite and based in Miami, Florida.Position Summary: The Senior Manager, Behavioral Communications & Targeted Offers owns the strategy and performance of three core digital products - Behavioral Communications, Targeted Offers, and Casino Targeted Offers - across the Royal Caribbean Group (RCG) brands. This role leads the teams that turn guest behavior, data, and commercial priorities into personalized, relevant messaging and/ or offers delivered at the right moments in the customer lifecycle. The team executes across multiple channels, including digital app, e-commerce, and email marketing. Reporting to the Director, eCommerce Experience, the Senior Manager sets product strategy, builds and manages a team of Product Owners, and partners closely with technology, casino operations, and marketing leaders to translate business needs into clear requirements and specifications. The role also owns budget and resource allocation, balancing priorities across brands to keep initiatives on track and aligned with broader commercial goals
Essential Duties and Responsibilities: - Set and drive the strategic roadmap for Targeted Offers, Behavioral Communications, and Casino Targeted Offers across the RCG brands, owning each product's full lifecycle from concept through optimization
- Build, coach, and manage a team of Product Owners, setting clear goals and holding the team accountable for delivery across all three product lines
- Partner with the Casino Enterprise leadership across Business, Technology, and Marketing teams to grow digital offer redemption via Casino targeted offers, leading the Targeted Offers Pod to optimize campaign process and strategy
- Scale the Targeted Offers program into a core part of the commercial engine, directing ideation and backlog strategy and holding the team accountable for campaign execution
- Lead the Behavioral Communications team to define, build, and optimize personalized guest communication at key points in the customer lifecycle to increase conversion and engagement
- Keep cross-functional teams and senior leadership aligned as strategy evolves, translating direction into clear, actionable updates
- Oversee agile backlog strategy and prioritization, ensuring clear priorities for the daily scrum teams to keep delivery on pace
- Partner with the eCommerce Data & Analytics team to track performance against revenue goals and surface opportunities for improvement
- Provide direct leadership to Product Owners and indirect leadership to Developers across the multiple product and development teams supporting both brands
- Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management
Qualifications:- Bachelor's degree in business, technology, or a related field preferred
- 7+ years in product management or product ownership, including experience running a multi-brand or multi-workstream portfolio
- Experience executing email campaigns with complex segmentation and dynamic content within Salesforce Marketing Cloud
- Solid grounding in agile software development, requirements management, and project management
- A track record partnering with CRM teams on complex, highly segmented, personalized communication strategies across email, SMS, and push notifications
- Travel industry eCommerce experience preferred
- Exposure to casino, gaming, or loyalty offer strategy preferred
- Experience managing product scope across multiple brands or business units preferred
- Experience owning budget planning and resource allocation across multiple product lines preferred
- At least 7 years in digital roles overall, including 3+ years in a people leadership capacity
- Background in digital product development or requirements definition for software solutions highly preferred
Knowledge and Skills:
- Comfortable navigating large, matrixed organizations, with a knack for building clear workflows amid complexity
- Proven people leader with experience managing and developing a team of Product Owners across a multi-brand portfolio
- Strong communicator and negotiator, able to align internal and external stakeholders - including senior and executive leadership - around mutually beneficial outcomes
- Creative, strategic thinker who brings design-thinking approaches to problem-solving
- Highly organized, with the ability to juggle competing priorities and deliver in a fast-paced, deadline-driven environment
- Thrives in high-growth, entrepreneurial settings
- Deep understanding of systems and internal controls, with the ability to build processes that scale
- Hands-on Agile experience, ideally as a Scrum Product Owner
- Strong grasp of the online travel and tourism industry
- Skilled with JIRA, Confluence, or similar Agile collaboration tools
- Sharp analytical instincts and close attention to detail
- Adaptable and self-directed, comfortable operating with minimal oversight
