Senior Product Manager - Digital

Senior Product Manager - Digital role combines customer advocacy with hands-on product leadership to turn insight and commercial priorities into measurable digital outcomes.

Responsibilities

• Support and execute the digital product roadmap for Virgin Hotels Collection guest-facing digital products in partnership with the Corporate Senior Director of Digital Marketing & CRM
• Translate commercial priorities into product investment decisions
• Use governance and prioritization frameworks to focus investment on highest customer and commercial value
• Balance near-term opportunities with long-term platform health and future capability development
• Advance a direct-first digital commerce strategy to strengthen customer relationships and increase direct contribution
• Design intuitive shopping experiences that simplify decision-making and build customer confidence
• Manage digital merchandising across websites and booking experiences, including room presentation, offers, packages, upgrades, and cross-sell opportunities
• Optimize booking journeys using customer insight, experimentation, and analytics
• Partner closely with Commercial and Revenue teams to create frictionless commerce while supporting commercial objectives
• Maintain and evolve the digital design system and reusable product components
• Develop documented standards for navigation, merchandising, content hierarchy, and customer interaction patterns
• Create governance to accelerate innovation while maintaining quality and consistency
• Use a structured framework to evaluate new capabilities, features, and digital solutions
• Validate opportunities through customer research, experimentation, synthetic and live user testing, heat mapping, behavioral analytics, and customer journey analysis
• Continuously evaluate emerging technologies, AI capabilities, and evolving customer expectations
• Prioritize initiatives by customer value, commercial impact, technical feasibility, and measurable outcomes
• Support a culture of thoughtful experimentation and continuous improvement
• Partner on digital measurement strategy and tagging frameworks
• Define product KPIs and measurement standards
• Translate customer behavior into roadmap decisions and product priorities
• Share customer insights and digital product performance with key stakeholders
• Contribute to a culture where data informs decisions while curiosity drives innovation

Requirements

• Current, legal, and unrestricted ability to work in the United States
• 4 to 6 years of experience in Digital Product, Digital Commerce, Digital Experience, or a related customer-facing digital discipline
• Hospitality, travel, retail, or other customer-centric digital experience preferred
• Proven experience executing digital product roadmaps and translating strategy into delivery
• Strong understanding of digital commerce, merchandising, conversion optimization, and customer journey design
• Experience applying product governance, prioritization frameworks, and scalable digital standards
• Experience working with digital platforms, technologies, and vendor partners
• Strong commercial acumen to balance customer advocacy with business outcomes
• Experience partnering with Commercial, Revenue, Marketing, Brand, CRM, and Technology organizations
• Track record showing growth in direct booking contribution and digital commerce performance
• Evidence of improved booking journey conversion and reduced customer friction
• Delivery experience with an outcome-driven product roadmap
• Adoption experience with scalable digital standards and design systems
• Improved experimentation velocity and measurable product learning
• Improved customer satisfaction across digital touchpoints
• Consistent use of product insights and data in day-to-day decision-making
• Readiness to support emerging AI-enabled customer experiences

Leadership & Mindset

• Thrive in an entrepreneurial environment where priorities shift and opportunities emerge
• Anticipate what is next by looking for changing customer expectations, emerging technologies, and new opportunities
• Balance speed with thoughtful decision-making to protect long-term customer and business value while staying agile
• Build alignment across diverse stakeholder groups through influence rather than authority
• Think like both a product owner and a business owner, guiding decisions with customer insight, experimentation, and data
• Create scalable systems and repeatable frameworks instead of one-off solutions
• Make confident decisions with imperfect information and establish clear priorities in a dynamic environment
• Bring discipline and a continuous improvement focus to every product initiative