- London
- Hybrid
Job Description
The Director, Digital Commerce is a people leader that owns the guest journey from the moment a guest decides to book their expedition through to a successful booking. The position is responsible for delivering a digital experience that builds anticipation and confidence at every step, reflecting the scale of the adventure being booked, while the booking engine works flawlessly to ensure conversion. The ideal candidate brings extensive experience leading a digital commerce function within a global, guest-facing organisation, with a genuine feel for how to translate an emotional, aspirational brand into an online experience guests want to move through.
Key Responsibilities & Deliverables
Strategic Leadership
- Own the digital commerce vision, strategy and roadmap, translating business goals, guest needs and market opportunities into measurable growth in bookings, revenue and guest satisfaction.
- Lead the end-to-end digital booking journey, ensuring a seamless, compelling and brand-led experience from initial consideration through to conversion. Drive commercial performance through ongoing optimisation of the booking funnel, digital merchandising, and conversion strategy.
- Champion a data-driven approach to digital commerce, ensuring robust measurement, customer insight and performance reporting inform investment decisions, roadmap prioritisation and optimisation efforts.
- Act as a senior owner of the digital guest experience, aligning stakeholders across marketing, commercial, product and technology teams to deliver a consistent and effective journey.
- Take accountability for identifying conversion barriers and commercial leakage, then driving the actions required to remove friction across website, booking engine and supporting journeys.
Technology
- Oversee the platform, booking engine, and related digital infrastructure to prioritise enhancements and minimise down time.
- Ensure the booking engine and support systems perform reliably at scale, particularly during high-demand periods and in anticipation of key campaigns.
- Champion personalisation, testing, and experimentation capability that lets the digital experience adapt to individual guest intent.
- Ensure digital commerce systems integrate cleanly across broader tech stack to ensure insights are shared across the guest journey teams.
- Stay ahead of industry trends and emerging technology, bringing forward leading-edge ideas that keep the digital experience competitive.
Digital Commerce Operational Discipline
- Establish clear performance measures and accountability across digital commerce, using data and insight to guide decision-making and investment.
- Lead planning, budgeting and prioritisation processes, ensuring resources are focused on the highest-value commercial opportunities.
- Set the standard for pace, quality, and consistency across the team.
- Lead, coach and develop a high-performing Digital Commerce team, ensuring accountability, engagement and continuous professional growth.
- Build strong cross-functional relationships to remove barriers, accelerate delivery and ensure alignment with broader business objectives.
- Contribute to broader team and business priorities as needed.
- Think sustainably and bring this mindset to the team and partners.
- Champion the HX Spirits.
