Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Senior Manager, Digital Consumer Experience (CX) Strategy is responsible for developing and advancing the new prospect and repeat guest digital experiences, including Web & Mobile App program development for Universal Orlando Resort and Universal Studios Hollywood. This role will blend insights, data and content to optimize upper funnel and mid-funnel touchpoints and micromoments, working alongside a cross-functional group of partners to identify, prioritize and develop new programs and capabilities. The objective of this role is to apply a deep understanding of consumer experience trends and digital channel capabilities to integrate marketing programs and connect the Universal Destinations & Experiences brand and products to the guest.

MAJOR RESPONSIBILITIES:

Digital Channel Strategist

• Drive the development of seamless digital experiences, programs and capabilities for seasonal event campaigns and evergreen programs.
• Define top-level digital strategies to ensure all channels and guest experiences are integrated and meet or exceed business goals.
• Lead brainstorming + tactical plan development and Introspectives in the pursuit of identifying, documenting, prioritizing, and developing improvements to Programs & Capabilities, resulting in interaction and journey maps depicting points of guest engagement across digital channels.
• Deliver integrated Programs & Capabilities for activation in the form of Playbooks & Templates.
• Continually monitor, test, and evolve consumer experiences to be audience-first and developed from a guest point-of-view.
• Align with Channel leaders to identify best practices in digital marketing and consumer technology trends and establish benchmarks for measuring success of digital marketing programs and tactics.

Web & Mobile App Content Strategy

• As the business owner of Web & Mobile App channels, outline experience strategy and business requirements that drive the improvement of upper- and mid-funnel content pages, supporting 1st party data collection initiatives.
• Enhance website and mobile app content efforts to support engagement and movement into shopping pages.
• Grow personalization and optimization efforts on Web & Mobile App to enhance the user experience.

Leadership

• Oversee a Digital CX specialist to drive optimizations and experience enhancements, while balancing responsibilities and prioritization.
• Inspire, lead and grow team members by leaning into the UDX culture, helping to solve/eliminate barriers and empowering them to learn and stretch.
• Partner with departmental leaders to establish a culture of discipline and excellence that values working hard and playing hard, that celebrates the wins, and adopts a positive vision of the future that permeates our daily words and actions.
• Partner with departmental leaders to establish a culture of discipline and excellence that values working hard and playing hard, that celebrates the wins, and adopts a positive vision of the future that permeates our daily words and actions.
• Ensure team is set up to support destination goals and strategies and adjusting as the need arises. Balancing responsibilities and workloads as appropriate.

Organized Capabilities Partnership

• Partner with GMAT & Digital CX Analytics to idenitify and adapt insights, test & learn findings, and analytics feedback into programs and capabilities that are focused on booked guests.
• In partnership with Analytics, develop and implement dashboards that support the functions of the trip delivery journey stage, including post-purchase and in-trip moments.
  Proficient in extracting and analyzing data quickly from Adobe Analytics, Quantum Metric, and Conductor platforms.

Performance Metrics (TBD on annual basis)

• Deliver against KPIs to achieve OCF goals, Brand Equity Measures, TSATUnderstands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  Performs other duties as assigned.

EDUCATION:

• Bachelor’s degree in Marketing or Communications required;
• MBA strongly preferred.

EXPERIENCE:

• 7+ years of marketing and advertising experience preferably in the travel, entertainment, or retail industry.
• Very strong analytical, planning, and critical decision-making skills.
• Out-of-the-box thinker with experience devising and informing content delivery strategies and tactics across the brand’s websites, CRM initiatives, social media, mobile app, online retail channels, sales, and trade partners.
• In-depth understanding of marketing analytics, consumer and brand research and ability to turn data into insights to drive engagement, conversion, and loyalty.
• A passion for and experience with new technology and media channels, a natural trend spotter for new technologies that play roles in consumer’s lives.
• Cross-functional expertise and the ability to be proactive and thrive in a fast-paced, complex, and highly collaborative environment.
• Experience presenting to and working with senior executives.
• Ability to effectively manage change and conflicts, and problem solve in a highly collaborative environment.
• Strong leadership experience. Ability to inspire and motivate a team of highly intelligent and driven individuals.
• Excellent written and verbal communication skills.
• Experience connecting business strategy and communication strategy to consumer needs and expectations.
• Mastery of basic marketing principles, such as target segmentation, category, value proposition, positioning, and brand strategy.

Experience/Knowledge Preferred:

• Understanding of key consumer segments (Florida/Orlando, Domestic US, International)
• Travel & Resort Industry, Entertainment and/or Theme Park experience
• Event marketing and management
• Launching New Attractions or Products/Services
• Brand Management
• Licensed Partner Marketing models

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2024 Universal Studios. All rights reserved. EOE