Manager Digital CX & E-Commerce

The Manager, Digital CX & E-commerce is responsible for developing and delivering compelling and successful digital marketing campaigns and programs for Universal Studios Hollywood across web & mobile app. This role blends insights, data and content to optimize touchpoints throughout the customer journey, working alongside a cross-functional group of partners to identify, prioritize and develop new programs and capabilities. This role is rooted in ownership, the successful candidate will oversee execution, drive projects forward across teams to meet deadlines, while elevating output and applying a deep understanding of consumer experience trends and digital channel capabilities to integrate marketing programs and connect the Universal Parks & Resorts brand and products to the guest. Program Strategy & Integrated Development Support the development and execution of seamless digital experiences, programs and capabilities. Collaborate with channel and destination leads to define top-level digital strategies and ensure all channels and guest experiences are integrated and meet or exceed Universal Parks & Resorts business goals. Contribute to introspective look-backs in the pursuit of identifying, documenting, prioritizing and developing improvements to Programs & Capabilities. Work with channel leads to deliver integrated Programs & Capabilities for activation in the form of Templates and Playbooks, delivering tactical direction to stakeholders for all campaigns. Help modify, improve and move our customer journeys forward to be audience-first and developed from a consumer point-of-view. Continually monitor, test and evolve consumer experiences to drive compounding efficiency and effectiveness. Partner across the organization to understand pain points and/or gaps in the activation of campaigns. Be the Universal Studios Hollywood expert on the capabilities and functionality of the organization’s web and mobile properties, working with SMEs across UDX to develop and socialize roadmaps for future experience enhancement. Web & Mobile App Content Strategy Be a key contributor in defining business requirements that drive customer improvements and the development of Web Strategy Briefs. Enhance site and app efforts to support the conversion of guests into repeat, loyal fans. Identify testing opportunities to optimize the customer journey and increase conversion and upsells, reduce attrition, and promote fanbuilding. Track and monitor competitive websites and site content trends, loyalty programs and website design/functionality. Champion new ideas/technologies as they emerge, evaluates and implements as appropriate. Manage the investigation and resolution of Universal Studios Hollywood website content issues by working with internal and external partners. E-commerce Partner with Product, UX/UI and channel leads to inform e-commerce strategy Develop and execute e-commerce tactics at Universal Studios Hollywood, working with key stakeholders across UDX to launch new products and drive store improvements. Ensure Universal Studios Hollywood remains customer obsessed, driving e-commerce improvements through UDX on behalf of our customers. Digital & Guest Experience Champion Serve as a champion for the consumer experience across all Universal Parks touch-points, constantly refining the user journey with a focus on serving our Guests in their moment of need and guiding them to the next best action. 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. Advocate for speed-to-market and optimize for speed of iteration. Leadership As an individual contributor, inspire and grow other 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. Other Responsibilities Deliver against KPIs to achieve OCF goals, Brand Equity Measures, TSAT Understand and actively participate in Environmental, Health & Safety responsibilities by following established policy, procedures, training and team member involvement activities. Perform other duties as assigned