Job Description
ABOUT THE JOB
1. Lead the strategy for all of Marella Cruises’ digital channels, including our website, app, Cruise Control (ancillary booking platform), API development, customer account, and ‘Manage My Booking’ system.
2. Create the Digital Experience Vision and Strategy based on customer strategy, commercial priorities, user needs, stakeholder needs, and industry best practices.
3. Manage and communicate the digital customer journey roadmap, working with the Marella Cruises Product Owner and stakeholders to prioritize features that enhance engagement, conversion, and other KPIs. Maintain a balanced product backlog.
4. Oversee digital governance, including scope definition, prioritization, dependency mapping, stakeholder approval, communication, and implementation planning.
5. Collaborate with stakeholders to generate new ideas and keep them regularly updated.
6. Analyze to ensure digital products and features deliver clear business value and are prioritized for maximum benefit.
7. Use customer and operational feedback to address pain points, adapt to market changes, and promote a user-centric approach to digital development.
8. Coordinate with Trading and Onboard Revenue teams to understand commercial aspects and improve digital performance.
9. Build strong relationships with senior stakeholders across Marella, TUI Group, and TUI UK, ensuring alignment of roadmaps and initiatives.
10. Develop expertise in the cruise industry, TUI’s business, Marella’s customer segments, market dynamics, and competitors.
11. Regularly analyze competitor digital platforms to ensure best practices.
ABOUT YOU
1. Expertise in digital customer experience, with experience in shaping digital product strategy and improvements.
2. Effective communicator and influencer capable of storytelling and engaging diverse audiences.
3. Strong business understanding, product discovery, planning, and development skills with a product mindset.
4. Experience in setting KPIs, OKRs, and team goals.
5. Customer-focused with a passion for operational excellence and commercial success.
6. Ability to make clear, well-informed recommendations to influence decisions.
7. Good commercial judgment and decision-making skills, with input into ideation and roadmaps.
8. Ability to interpret user feedback, analytics, and make data-driven decisions.
OUR OFFER
* Holiday benefits including discounts, special offers, and additional ‘TUI time off’.
* Health and Wellbeing support across Financial, Health, Social, Community, and Career areas.
* Discretionary Bonus Scheme.
* Private Medical Insurance with options to add dependents.
* Permanent Health Insurance.
We aim to be the most loved holiday company, offering benefits that support your happiness and well-being. For more details, click here.
We celebrate diversity and inclusion. To learn more, visit our website.
For further information about this opportunity, please email us. Applications are accepted only via the Careers Portal.
Your application is important, and we will respond after the closing date. If you have questions, contact us!
UK & I Head Office Talent Acquisition Team
Email:
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