Senior Manager, Web Experience
Holland America Group · Seattle · $110,200–$148,800 (stated in the posting)
At Seabourn, we are passionate about travel. We believe that traveling for pleasure has a redemptive power that enriches people’s lives. And we believe that people should travel well. Seabourn pioneered small-ship, ultra-luxury cruising, and continues to represent the pinnacle of that unique style of travel.
The Senior Manager, Web Experience is responsible for playing a critical role in the optimization, execution, and continuous evolution of Seabourn's digital guest experience across the discovery, booking, and pre-cruise journey. This role develops and implements data-driven web experience recommendations that enhance engagement, conversion, personalization, and overall commercial performance through a combination of content strategy, storytelling, analytics, search optimization, and user experience best practices. The Senior Manager partners closely with Marketing, Revenue Management, Analytics, Product, and Technology teams to align digital experiences with business objectives and guest expectations. The role oversees website content operations, governance, publishing standards, quality assurance, and continuous process improvement to ensure accurate, on-brand, and high-quality experiences. This leader is responsible for driving optimization initiatives, testing strategies, and data-informed recommendations that improve booking funnel performance and digital engagement. The Senior Manager serves as a subject matter expert and trusted advisor to senior stakeholders, providing guidance on web merchandising, content strategy, guest experience enhancements, and platform capabilities. The position leads and develops a team of web professionals while establishing clear priorities, performance expectations, and operational standards. The role also manages agency partnerships and monitors industry trends, emerging search practices, and digital innovations to identify opportunities for continuous improvement. The ideal candidate possesses strong leadership, analytical, and strategic planning capabilities, along with extensive experience in web experience management, digital commerce, content strategy, optimization, and cross-functional collaboration.
Here’s a summary of what Seabourn is looking for in its Senior Manager, Web Experience. Is this you?
Responsibilities
Web Experience Strategy & Digital Guest Journey Optimization
Develop and implement recommendations, initiatives, and optimization plans that enhance the end-to-end digital guest experience across SBN's discovery, booking, and pre-cruise journeys. Evaluate customer behaviors, market trends, and business priorities to identify opportunities that improve engagement and commercial outcomes. Develop data-driven recommendations that strengthen digital merchandising, user experience, and content effectiveness. Recommend priorities that align digital initiatives with organizational objectives and revenue goals. Partner with cross-functional stakeholders to ensure web experiences support broader marketing and business objectives. Influence roadmap discussions by representing guest needs and business requirements within digital initiatives. Assess emerging technologies, personalization capabilities, and industry best practices to identify opportunities for continuous improvement. Provide strategic guidance and recommendations to senior leaders regarding opportunities to strengthen digital performance and guest satisfaction. Monitor the effectiveness of implemented initiatives and recommend adjustments based on business results.
Content Strategy, Storytelling & Search Optimization
Lead the development of content frameworks that effectively communicate brand, destination, voyage, and promotional messaging across digital channels. Establish approaches that ensure content supports guest decision-making while reinforcing SBN's premium brand positioning. Guide the creation of engaging digital experiences through effective storytelling and audience-focused messaging. Ensure content strategies support discoverability and align with evolving SEO, GEO, and AEO practices. Oversee agency partnerships and prioritize initiatives that improve search visibility and content performance. Collaborate with creative, marketing, and commercial teams to align messaging across campaigns and customer touchpoints. Evaluate content effectiveness using performance insights and recommend enhancements that increase reach and engagement. Establish standards that promote consistency, accuracy, and quality across digital content experiences. Apply industry trends and emerging search practices to continually evolve content strategies.
Conversion Optimization, Analytics & Performance Management
Drive initiatives that improve digital performance through data analysis, experimentation, and customer insight. Establish optimization priorities focused on increasing conversion, engagement, and booking funnel effectiveness. Partner with analytics teams to develop meaningful reporting, dashboards, and actionable business insights. Evaluate customer behavior and performance trends to identify areas for growth and efficiency. Define testing opportunities that support evidence-based decision-making and measurable business outcomes. Leverage experimentation and personalization strategies to improve the relevance and effectiveness of digital experiences. Monitor key performance indicators and communicate findings to stakeholders in a clear and actionable manner. Recommend enhancements based on quantitative and qualitative data to maximize business value. Maintain accountability for measuring the impact and effectiveness of optimization initiatives over time.
Web Operations, Governance & Digital Production Excellence
Establish and maintain operational frameworks that support the efficient delivery of digital experiences. Define governance structures, publishing standards, and quality controls that promote consistency and operational excellence. Oversee content production workflows, intake processes, prioritization practices, and execution standards. Ensure digital experiences meet brand, regulatory, accessibility, and quality expectations. Drive process improvements that enhance productivity, reduce risk, and improve the speed and accuracy of execution. Partner with technology teams to identify opportunities that improve authoring capabilities and operational effectiveness. Support the ongoing evolution of CMS processes and digital production practices. Maintain documentation, standards, and procedures that enable scalable and repeatable execution. Ensure operational decisions support both business priorities and long-term sustainability.
Leadership, Talent Development & Cross-Functional Partnership
Lead, develop, and mentor a team of digital professionals while fostering a culture of accountability, collaboration, and continuous learning. Establish clear goals, priorities, and performance expectations that align individual contributions with business objectives. Provide coaching and development opportunities that strengthen team capabilities and support long-term succession planning. Allocate resources effectively to balance business demands, operational priorities, and strategic initiatives. Build strong relationships with stakeholders across Marketing, Product, Revenue Management, Analytics, and Technology functions. Facilitate alignment among teams to ensure successful execution of shared objectives and initiatives. Promote effective communication and collaboration across functional areas. Influence decision-making through expertise, business acumen, and strong stakeholder management skills. Create an environment that encourages innovation, adaptability, and high levels of team engagement.
Knowledge & Skills:
Scope: The Senior Manager, Web Experience has enterprise-wide responsibility for shaping and advancing the digital guest experience across SBN's primary consumer web properties. The role influences how prospective and booked guests engage with the brand throughout the discovery, planning, booking, and pre-cruise lifecycle. Working across multiple functional disciplines, the position serves as the primary bridge between business priorities and digital experience execution. The role partners extensively with Marketing, Revenue Management, Analytics, Product, Technology, Creative, and external agency partners to support commercial and brand objectives. Responsibilities extend across customer-facing experiences, content strategy, search visibility, conversion optimization, and operational governance. The position provides recommendations and expertise that help shape digital priorities supporting both immediate business needs and long-term business growth. Decisions made within the role directly affect guest engagement, website effectiveness, and digital commerce performance. The role operates within a highly visible environment where customer expectations, competitive pressures, and evolving digital trends require continuous adaptation. Success requires balancing strategic planning, operational excellence, and business partnership across a broad organizational stakeholder group.
Problem solving: The role addresses complex digital experience challenges that often involve multiple business priorities, competing stakeholder interests, and changing market conditions. It requires the ability to analyze large volumes of performance data, customer behavior insights, and market intelligence to identify meaningful opportunities for improvement. The Senior Manager evaluates website performance, user engagement patterns, and conversion trends to determine root causes and recommends effective solutions. The position regularly assesses tradeoffs between customer experience, technical limitations, business requirements, resource constraints, and implementation timelines. Problem solving frequently involves developing innovative approaches to improve digital effectiveness while maintaining alignment with brand standards and governance requirements. The role anticipates potential risks, operational challenges, and emerging industry changes that may impact future performance. Decisions often require interpretation of incomplete or conflicting information, requiring sound business judgment and analytical thinking. The position must identify scalable solutions that meet immediate needs while supporting long-term digital maturity and organizational goals. Success depends on combining strategic thinking, commercial acumen, customer insights, and technical understanding to solve complex business problems.
Impact: This role has significant influence on the effectiveness of SBN's digital guest experience and contributes directly to business growth objectives. Through leadership of digital experience initiatives, the position impacts guest engagement, website performance, booking conversion, and overall customer satisfaction. The role establishes standards and practices that shape how web experiences are planned, delivered, measured, and continuously improved. Recommendations developed within the position inform investment decisions, prioritization activities, and broader digital planning and decision-making discussions. The Senior Manager plays a key role in strengthening the organization's digital capabilities by promoting data-driven decision making and optimization of best practices. The position contributes to brand consistency and message effectiveness across a wide range of customer-facing experiences. By improving operational efficiency and governance processes, the role enhances the organization's ability to execute quickly while maintaining quality and compliance standards. The position's influence extends across multiple departments through collaboration, consultation, and thought leadership. Success in the role contributes to stronger commercial outcomes and supports SBN's broader strategic objectives for guest acquisition, retention, and revenue generation.
Leadership: The Senior Manager, Web Experience provides leadership for a team of web and digital experience professionals responsible for supporting SBN's online presence and business objectives. The role establishes departmental priorities, operational expectations, and performance standards that align team activities with organizational goals. Responsibilities include coaching, development, performance management, succession planning, and fostering a culture of accountability and continuous improvement. The position allocates resources across competing priorities while ensuring efficient delivery of strategic initiatives and operational commitments. The role provides direction and oversight for agency relationships and external partners supporting web experience activities. As a senior functional leader, the position influences decision making across cross-functional teams without direct reporting authority over all stakeholders involved in digital initiatives. The Senior Manager serves as a trusted advisor to business leaders by providing expertise, recommendations, and guidance related to digital experience opportunities and challenges. The role requires strong stakeholder management skills to build alignment, resolve competing priorities, and drive successful outcomes across diverse teams. Leadership effectiveness is measured through team performance, organizational influence, operational excellence, and the achievement of business objectives.
Essential/Minimum Qualifications:
Bachelor's degree in Marketing, Communications, Business, Digital Media, Information Systems, User Experience, or a related field.
7+ years of progressive experience in web experience, digital commerce, content strategy, digital marketing, web production, or a related discipline.
3+ years of experience leading, managing, and developing web, content, digital merchandising, or digital experience professionals.
Demonstrated experience managing enterprise content management systems and digital publishing platforms.
Experience utilizing web analytics platforms to evaluate performance and inform business decisions.
Experience leading cross-functional digital initiatives involving multiple stakeholders and business functions.
Essential Experience Required:
Extensive experience developing and executing digital experience strategies that support commercial objectives, customer engagement, and conversion performance.
Proven experience translating business priorities into actionable digital recommendations, roadmaps, and implementation plans.
Demonstrated expertise leading website optimization initiatives, including experimentation, personalization, conversion rate optimization, and user experience improvements.
Experience leveraging customer insights, behavioral data, and performance analytics to identify opportunities, solve business challenges, and influence strategic decisions.
Strong experience managing web content operations, governance frameworks, publishing standards, quality assurance processes, and workflow optimization.
Experience leading large-scale website campaigns, product launches, content initiatives, and cross-functional digital projects from concept through execution.
Demonstrated experience partnering with Product, Technology, Analytics, Marketing, Revenue Management, Creative, and external agency partners to achieve shared business objectives.
Strong understanding of digital guest journeys, content strategy, search optimization principles, digital merchandising, and customer-centered experience design.
Proven ability to balance strategic leadership with hands-on execution in a fast-paced environment while managing competing priorities and organizational demands.
Travel: No or very little travel likely
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
** **This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated office Monday through Thursday each week. Employees may work from their homes on Fridays.
Seabourn provides comprehensive and innovative benefits to meet your needs, including:
What You Can Expect
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
- Base Salary Range: $110,200 to $148,800. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidate’s qualifications and experience uniquely.
Our Culture…Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html
Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact careers@carnival.com.
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