Ecommerce Senior Manager

Position Summary

OneSpaWorld is a worldwide provider and innovator of wellness, beauty, rejuvenation, and transformation on cruise ships, at land-based resorts, and through our e-commerce retail platform, TimetoSpa.com. The company is dedicated to maintaining the highest quality standards and service delivery and is continually evolving to include all aspects of health and beauty.

The Senior Manager of e-Commerce is responsible for driving pre-cruise revenue with our onboard spas, generating demand for our retail e-commerce platform (TimetoSpa.com), creating awareness for our land-based spas, and managing our internal websites. The role requires a data-driven and creative mindset with strong communication and planning. The position requires collaboration across the OneSpaWorld organization, our Cruise Line partners, and our Retail brands. The role leads a team of three professionals and supports all digital channels.

Essential Duties and Responsibilities

• Pre-Cruise Revenue. Collaborates with Operations and cruise line partners to develop and manage plans that increase spend and volume (yield) of pre-cruise bookings and digital bookings onboard. Provides content for all channels. Ensures pricing and inventory optimize total revenue. Manages the work of a senior analyst, responsibility for generating revenue-driven insights and recommendations. Works with IT to define enhancements required to streamline administrative processes. Tracks and reports progress against shared goals.
• E-Commerce. Drives the total business for our retail platform, TimetoSpa. Leads team to develop content and promotional calendars. Evaluates current assortment and introduces new products as needed.
• Social Media. Develops and manages the strategy and investment plan for email, organic social, paid media, and earned media. Employs KPIs to measure success of decisions and adapts accordingly. Collaborates with supply chain to ensure inventory availability. Tracks and reports progress against shared goals, KPIs, and budgets, adapting accordingly.
• Resorts. Develops and manages the strategy and investment plan for emails, paid media, and earned media. Employs KPIs to measure success of decisions and adapts accordingly. Develops campaigns to drive spa traffic at all resorts. Ensures all websites are up-to-date and are designed to optimize search engines.
• Website Management. Ensures all content for internal websites are accurate, current, and optimizes search engines. Makes sure all websites meet legal and technical requirements.
• Strategic Growth. Identifies opportunities to expand existing online revenue or develop new channels. Works across a cross-functional team to build out business and implementation plans. Tracks progress and adapts.
• Project Management. Oversees the workflow of deliverables for quality and on-time delivery of all yield management activity.
• Growth Ideation. Maintains relationships with creative talent, including designers, developers, copywriters, and content creators/developers. Finds qualified talent as needed.
• Budget Management. Develops, manages, and reports against the annual and project-specific budgets for cruise line and internal stakeholders. Identifies opportunities for efficiencies and profitable investment.
• Employee Engagement. Ensures team members are involved and aware of key projects and initiatives. Empowers the team to ideate and collaborate with team members. Develops team talent.
• 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.

Key Relationships

• Internal stakeholders
• External partnership leaders
• Cruise line executives

Financial Responsibilities

• Pre-cruise revenue as a % of Service
• Profitable new business proposals
• Budget management
• KPI management

Qualifications

• 7+ years of Marketing experience with 3 years of e-Commerce experience
• Spa, Wellness, Fitness, Cruise, Travel, or Hospitality industry experience preferred
• Bachelor’s degree in business or related topic
• Proven experience in working collaboratively with a global team of internal and external stakeholders
• Proven experience in providing verbal and written communications from executives to front-line staff
• Proven capability for managing a wide range of projects, delivering on-time, accurately, and on-budget
• Proven ability to think creatively while managing budgets and stakeholder expectations

Knowledge and Skills

• Commercial thinking with a creative approach
• Understanding of how to get the best from the team and make them feel highly engaged
• Strong relationship building and communication skills with the ability to work cross functionally
• Ability to create short and long term plans that align across multiple business functions and partners
• Highly developed strategic and business skills and effective decision making.
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, as well as externally.
• Proven experience of creating and presenting OSW capabilities across all channels
• MS Excel, Word, and Powerpoint to intermediate or advanced level.

Style And Culture

Nurture Employees
Win as a team
Find a Way or Make One
Do the Right Thing
Better Tomorrow Than Today
Simple and Fast
Open and Honest Communication
Pay It Forward
Walk the Talk

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