The Role
Lead the onboard Digital Experience team to manage apps, Wi‑Fi, digital screens and interactive TV; resolve technical issues, drive revenue via promotions, train crew, monitor KPIs, handle guest complaints, and liaise with shoreside IT and marketing.
Summary Generated by Built In
POSITION SUMMARY
The Digital Experience Lead plays a crucial role in enhancing the digital journey for both guests and crew onboard. This position oversees all digital touchpoints to ensure a seamless and enjoyable experience from embarkation to disembarkation.
The Digital Lead manages thru Digital Experience Team, including the Digital Experience Specialists and Connectivity Specialist (Wifi)
A proactive approach is essential for driving revenue and delivering an extensive and efficient excursion program. They must excel in problem-solving, conflict resolution, and guest service while maintaining a collaborative and positive team environment.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Expertise in Delivery and Department Management: Lead and manage the onboard Digital Experience team to execute, support, and maintain all digital platforms, including the Digital App, Wi-Fi, Digital screens content, and interactive TV, as well as future implementations. Supervise and schedule team members to ensure comprehensive coverage of all digital service areas, such as the digital app desk, Wi-Fi helpdesk, and screen content maintenance. Manage digital content on public venue screens and provide front-of-house assistance to guests. Resolve technical issues with digital platforms to ensure smooth operations and deliver an outstanding digital experience for guests. Ensure all digital platforms are consistently updated with relevant information and engaging features. Responsible for ensuring the team fully understand the cruise target markets, and the cruise products’ associated subjects and themes, to ensure the experiences delivered are in-line with how the cruise has been sold and the interests of the cruise’s audience in all on-board systems. The ability to monitor, understand and communicate all feedback effectively to the relevant parties involved. Resolve technical issues with digital platforms to ensure smooth operations and deliver an outstanding digital experience for guests. Always leads by example, embraces the company values and fulfills duties in accordance with brand standards.
Complaint Handling; Ability to address any related guest complaints or supplier issues, with the aim of resolving as soon as possible whilst guests are on-board, always ensuring the positive and friendly ‘remarkably Arabian’ experience.
Revenue Promotion: Responsible for identifying where sales are performing poorly and ensuring the team proactively promote cruise audience suiting experiences in order to encourage sales and reach the required tour minimum numbers to operate. Work with the Marketing and Revenue Manager to promote all aspects of onboard revenue. Identifies and promotes all revenue centers onboard in an organic and genuine manner, tailored to the expectations of Arabian travelers.
Targets & KPIs: Ensures all financial targets are monitored and achieved. Understand the KPI’s in place for the Digital Experience team and formulate a plan on how these will successfully be achieved.
Meeting Leadership: Leads regular meetings with direct reports and attends departmental meetings as required.
People and Team Management: Acts as the leader of the Digital Experience Department and manages and supports the onboard team, whilst offering coaching, training and fostering a positive and respectful work environment. Completing departmental appraisals, CDPs and delivering feedback when required. Oversee the training of shipboard crew members in using and troubleshooting digital guest experience tools. Deliver exceptional digital services to guests and crew, addressing inquiries and troubleshooting needs. Facilitate training for other departments to enhance their digital proficiency and guest assistance capabilities.
Communication: Maintains ongoing communication with shoreside management and partners to ensure alignment and address any needs or concerns. Collaborate with IT and Marketing teams to ensure a cohesive, brand-aligned digital experience across all channels. Provide insightful feedback to shoreside departments to enhance content and improve digital services onboard. Analyze user data and guest feedback to identify opportunities for improvement and optimize digital engagement.
Grooming Standards Compliance: Ensures the department adheres to, monitors, and enforces grooming standards in alignment with Aroya expectations and guidelines.
Code Of Conduct, Safety and Compliance: Responsible for performing Safety, Environmental, and Emergency Response duties as assigned, in accordance with Aroya Cruises' protocols. Always adheres to the Aroya Code of Conduct
Additional Duties; The post-holder will be required to undertake such duties as may reasonably be expected. All members of staff are expected to be professional, co-operative and flexible within the needs of the post, department and the Company. Duties of the post could vary from time to time as a result of new legislation, changes in technology or policy. In the event, appropriate training will be provided.
- SKILLS
- Demonstrates strong command of both verbal and written communication skills in English. Proficiency in Arabic is desired.
- Capable of addressing issues effectively, making timely decisions, and developing appropriate solutions.
- Demonstrated experience in motivating, leading and engaging a diverse workforce to increase constructive collaboration and improve productivity.
- Must be able to work and excel in a team environment and individually.
- Minimum 3 years of experience in a digital experience leadership role.
- Strong understanding of user experience (UX) principles and best practices.
- Excellent analytical skills with the ability to interpret and utilize user data.
- Experience in content management systems (CMS) is a plus.
- Excellent communication and interpersonal skills with the ability to collaborate effectively across departments.
- A passion for the hospitality industry and a commitment to providing exceptional guest service.
- Adaptability and ability to thrive in a fast-paced environment.
31/12/2026
Skills Required
- Minimum 3 years of experience in a digital experience leadership role
- Strong command of verbal and written English
- Proficiency in Arabic
- Demonstrated experience motivating, leading, and engaging a diverse workforce
- Strong understanding of user experience (UX) principles and best practices
- Excellent analytical skills and ability to interpret user data and feedback
- Experience with content management systems (CMS)
- Ability to troubleshoot and resolve issues with digital platforms and Wi‑Fi
- Excellent communication and interpersonal skills; ability to collaborate across departments
- Passion for hospitality and commitment to exceptional guest service; adaptable in fast‑paced environments
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The Company
What We Do
Columbia Shipmanagement (CSM) is a world-class ship management company with over 45 years of experience providing maritime services within the shipping industry. They offer technical management, crew management, commercial operations, and digital maritime solutions.
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