Senior Manager, Web Experience
Holland America Group · Seattle, Washington, United States · onsite
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