Director of Ecommerce Product & Customer Experience

Where passion meets opportunity The best of your adventures is the one you have yet to sail! Your Purpose MSC Cruises, the world’s third largest cruise line brand, is expanding its eCommerce team in the USA. Reporting to the Vice President, eCommerce, the Director, eCommerce Product Management will lead the strategic direction and lifecycle of our B2C and B2B digital product offerings, from ideation through launch, optimization, and commercial management. This role is pivotal in driving customer experience and conversion on our digital platforms, partnering with key business units, and collaborating across teams (IT, Analytics, Marketing, Revenue Management, Sales) to shape and implement innovative, data-driven solutions. The ideal candidate will be a visionary leader with deep expertise in eCommerce, product development, and digital marketing strategy, capable of turning complex data into actionable insights while overseeing the execution of high-impact initiatives. This is an onsite position requiring 4 days per week in the office, in Miami Downtown. Your Impact Develop and communicate a clear, actionable product vision, strategy, and roadmap that aligns with MSC Cruises' broader business objectives, driving growth, innovation, and user-centric product enhancements. Ensure continuous improvement of the product’s performance by defining KPIs, tracking progress, and optimizing product features for click-through rates, conversion, and online bookings. Oversee the development of the short, mid, and long-term product roadmap for B2C and B2B sites, ensuring that enhancements and new features are optimized for customer satisfaction, conversion, and revenue growth. Use data-driven insights to make product decisions, including market research, customer feedback, A/B testing, user behavior analytics, and business intelligence reports. Prioritize business needs, balancing innovation, UX considerations, technological capabilities, and market demands to drive impactful outcomes. Lead a culture of experimentation, fostering a data-driven "test and learn" methodology to optimize product and site performance through rigorous A/B testing, customer insights, and performance metrics. Work closely with design, UX/UI, and technical teams to develop and refine website features, navigation, user interface design, and functionality to improve customer engagement and conversion rates. Manage and lead a high-performing team while promoting a culture focused on delivering commercial results and fostering collaboration, creativity, and excellence. Collaborate with the analytics and business intelligence teams to continuously measure, analyze, and optimize the performance of products and customer interactions across multiple channels. Develop and present regular updates to executive leadership on product enhancements and business value generated. Your Journey so far Bachelor's degree in Marketing, Information Technology, Business Administration, or a related field; an MBA or relevant advanced degree is a plus. 7+ years of experience in digital product management, with a proven track record of delivering high-impact, customer-centric eCommerce solutions. 3+ years of experience in leadership roles and developing high-performance teams. Deep expertise in eCommerce, including multichannel strategies and complex, data-driven decision-making processes. Experience with eCommerce platforms, website development tools (e.g., AB Tasty, Adobe Creative Design Suite, Figma, Adobe Experience Manager), and web analytics tools (e.g., Google Analytics, SEMRush, Adobe Analytics). Strong understanding of digital marketing, including SEO, CRM, mobile, social media, and how these elements integrate into product strategy and customer experience. Expertise in conversion rate optimization (CRO), hypothesis testing, and statistical analysis to optimize customer interactions and product features. Exceptional leadership, communication, and collaboration skills, with a focus on driving business results through strategic and data-driven product decisions. Knowledge of data visualization tools and proficiency in using insights to drive decisions across teams and stakeholders. Your Essentials US Passport or US Permanent Resident MSC Cruises is an e-verify employer MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs. Our commitment We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet. Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here! #J-18808-Ljbffr MSC Cruises