Manager Digital CX & E-Commerce

Company Description

We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Each day Universal Studios Hollywood creates unforgettable experiences for our guests from around the world. We bring to life the ultimate Hollywood experience with our real working movie studio and heart-pounding rides, shows and attractions that put you inside some of the world’s most popular movies and TV shows. USH offers something for everyone from thrill seekers to movie lovers to family fun for all ages. Our Team Members are passionate individuals who create memorable moments whether it’s on the studio lot, or in our conference rooms, theaters, or kitchens. We believe in the talent of our team members. It’s our passion and commitment to excellence that drives our business to succeed in everything we do across the park. We believe in a culture of family and fun, here you can make a difference and build your career! 

Here you can be your authentic self. As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we’ll continue to create and deliver content that reflects the current and ever-changing face of the world.

Job Description

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 a