Sr. Director, Global Digital Experience presso Virtuoso

Virtuoso® is the leading global travel agency network specializing in luxury and experiential travel. This by-invitation-only organization comprises over 1,200 travel agency locations with more than 20,000 travel advisors in 54 countries throughout North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with more than 2,300 of the world’s best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access. Normalized annual sales of (U.S.) $28-$32 billion make Virtuoso a powerhouse in the luxury travel industry. For more information, visit www.virtuoso.com.

The Senior Director, Global Digital Experience is responsible for leading Virtuoso’s global digital product management and digital product design functions, including oversight of Virtuoso.com for both B to B and B to C. This individual will oversee the digital product lifecycle from ideation, concept development, prioritization and planning, to launch and ongoing performance optimization, ensuring alignment with business objectives, and delivering a seamless user experience for both network partners and members.  Specifically, this role leads the digital ecosystem strategy and development for B2C and B2B with ongoing management oversight of Virtuoso’s global digital products, including defining/articulating the product vision, leading cross-functional teams to execute the roadmap, analyzing market trends, and ensuring the digital products meet global and regional customer needs and commercial goals, all while collaborating closely with engineering, marketing and content, media product, network product, training professional development and event teams as well as other divisions to deliver successful digital experiences globally. These digital experiences must successfully drive commercially viable solutions across markets and customer verticals that sustain and grow Virtuoso’s enterprise and the businesses of its network members and partners for a “win, win, win”.

Essential duties and responsibilities include the following. Other duties may be assigned.

1. Ensure Virtuoso’s digital vision, long-term strategy and road map for global digital experiences are compelling and result in product offerings customers love.
2. Ensure Virtuoso’s digital ecosystem is up-to-date, data-driven, and aligned with the company’s global strategy and leadership team.
3. Ensure the digital experience delivers to the highest quality standards of the Virtuoso brand in terms of ease of use, thoughtful experience and content presentation.
4. Identify and conduct market research and competitor analysis in collaboration with product insights okay data & analytics teams for both global and regional markets to identify opportunities and threats.
5. Collaborate with stakeholders globally to drive alignment and clarity regarding Virtuoso’s global digital experience priorities, including search optimization and language translations.
6. Lead, coach, and empower a team of talented global product management and product/UX design professionals to drive meaningful, measurable results that exceed customer expectations.
7. Foster a culture of innovation and continuous improvement within the product team. Manage team performance and set clear global and regional expectations. 
8. Collaborate with cross-functional global teams (engineering, compliance, marketing, partner/sales, membership) to translate the global and regional product vision into actionable delivery plans, ensuring successful product development and launch.
9. Be the “keeper of the flame” for Virtuoso’s global and regional digital product management practices, ensuring they remain customer-focused, data-driven, and result-oriented.  
10. Champion customer-centric design and usability principles, ensuring that all digital platforms meet the highest standards of user experience, both globally and regionally. 
11. Communicate global and regional product strategy and updates to senior executives, cross-functional teams, and key stakeholders.
12. Analyze global and regional product performance data to identify areas for improvement and drive business growth; measure key performance indicators (KPIs) and track product success against strategic objectives and identify global and regional revenue opportunities and potential new product features. 
13. Ensure all global and regional digital platforms comply with relevant regulations and maintain robust security protocols to protect data.
14. Ensure all external vendor relationships for digital are managed to full potential and value.
15. Create and oversee management of departmental budgets.

Educational and Skills Requirements:

• Bachelor's or Master's degree in business administration, computer science, human-centered design, or another related field is highly desirable
• 12+ years of digital product experience, with a proven track record of owning the strategy and execution of sophisticated, cross-functional, web and/or mobile products in a results-driven environment
• Deep understanding of digital technologies, UX/UI design principles and customer journey mapping 
• Proven experience with international/global standards, compliance restraints and language needs
• Strong understanding of agile development methodologies and project management tools
• Travel industry experience is highly preferred. Luxury lifestyle, hospitality, travel experience highly preferred
• Strong emotional intelligence and leadership skills with the ability to influence and inspire teams through effective communication skills
• Excellent collaboration skills with a high level of partnership with stakeholders
• Deep understanding of ecommerce and media
• Data-driven mindset with strong analytical skills and attention to detail
• Ability to think strategically, execute methodically and hold cross-functional relationships at the center of success
• Professional Qualities: 
• Strategic thinker: Consider all aspects of global and regional customer insights, product data, business dynamics and industry developments when shaping strategies and priorities.  
• Capable of bringing both short and long-range strategic initiatives to fruition through effective team leadership. You are restless in your pursuit of continuous improvement and development of employees and resources that move the business forward and hold others accountable  
• Deep understanding of global and regional digital product development lifecycles and well-versed in emerging web technologies and global digital platforms. Proactively anticipate potential innovations and be able to evaluate feasibility within the organization and business impact externally
• Collaborative: Work effectively with colleagues across all levels from marketing, partnerships, and other global and regional teams, and partner closely with engineering to bring visions and strategies to life
• Entrepreneurial, business savvy and results-oriented: Drive outcomes, not merely outputs
• Competitive sense of urgency
• Ability to self-motivate and work independently, with limited supervision
• Ability to lead and manage large product teams and collaborate closely with engineers

Travel Requirements:

• Travel is required, approximately 10%-15% of the time. 
• Travel will be primarily domestic but may include some international. 

Type/Nature of Contacts:

• Internal: Daily contact with all levels of Virtuoso staff and executives throughout the global organization. 
• External: Position is primarily internal facing.   However, periodic contact with vendor executives, network members and partners. 

We offer a competitive salary and full benefits package, including medical/dental/vision/life, 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

Pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location, experience, knowledge, skills, and abilities of the applicant.