Digital Manager
CurrentThe Onboard Digital Manager is a critical role in the Ship's Digital Transformation which aims to digitalize the guest experience to further improve the overall ship operation.Content Health:•Responsible, along with the shore side digital content team, for the accuracy of content of the all onboard digital products (app, signage, kiosk, etc.). This requires working within the content management tool (Adobe Experience Manager) to refine content on a day-by-day view for the ship from the current sailing and current day to 30 days prior.Digital Product quality/support•Test digital products onboard to help with quality assurance, support new releases, as well as provide feedback to the shore side team (from observation, Guest interactions, etc.) on all products in market to inform the development of new features.Change Management•Works with the shore side Digital Team, HR, IT and others to ensure the ship’s EC and crew are aware of upcoming digital capabilities/features and prepared to support the digital experience•Works with and develop crew learning curriculum to ensure crew readiness that includes new feature training, app refreshers and new crew app overview knowledge.Guest Adoption•Accountable for ensuring Guests onboard are aware of all digital products and capabilities available to them. This includes working with shore and ship partners to implement the go to market toolkit (messaging, signage, content, etc.), engage in Guest visible support on day one to help Guests get sorted/loaded with the app by answering questions and conducting demos as well as anything else we can do to hit our target of 80 percent of all Guest staterooms using the app.Ship Reporting•Responsible for reporting the overall health of the digital experience to shoreside leadership. This manifests in a report aggregating metrics (Guest adoption, App store rating, Medallia score, Guest comments and feedback, Expedited Arrival adoption, revenue via digital channels, and etc.)
