Manager Digital CX & E-Commerce

Job Description The Manager Digital CX & E-Commerce is responsible for destination programs that evolve the Universal Studios Hollywood business, improving the entire guest digital journey inside and outside of the Park. This role is constantly looking forward with partners across Universal Destinations and Experiences to identify, solution and deliver improved guest experiences in the medium‑and long‑term. This role puts the guest first and has a high focus on ownership, diving deep to understand our guests, advocating on their behalf, and clear consistent internal communications. Responsibilities Destination Programs Gather and leverage data to uncover and articulate pain‑points and opportunities to improve the Universal Studios Hollywood guest experience across website, mobile app, store, guest account and acquisition. Collaborate with Universal Destinations and Experiences partners on solutions to solve for these needs. Prioritize, track development and drive deployment of enhancements, measuring and reporting on their impact and iterating. Serve as the subject matter expert on the digital evolution of Universal Studios Hollywood, leading the presentation of channel and program performance across Universal Destinations and Experiences. Guest Experience Champion Lead Universal Studios Hollywood into the future by driving new guest experiences through content, e‑commerce, personalization, and more. Audit journeys off‑and‑on Universal Destinations and Experiences channels and serve as a champion for Universal Studios Hollywood customers, refining the user journey with a focus on serving our guests in their moment of need and guiding them to the next best action. Drive channel experimentation, leveraging first‑party data, industry best practices and SMEs across Universal Destinations and Experiences. Manage the investigation and resolution of Universal Studios Hollywood website, mobile app and store issues. Leadership Lead and/or participate in recurring performance, strategy and team presentations. Contribute to co‑workers success by leaning into the Universal Destinations and Experiences culture, helping to solve or eliminate barriers and empowering team members to learn and stretch. Other Responsibilities Deliver against KPIs to achieve OCF goals, Brand Equity Measures, GSAT and TSAT. Review and monitor websites and trends in digital marketing and E‑Commerce. 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. Qualifications Establishing a customer centric experience, and building brand loyalty through website and mobile experience execution. Possess exceptional understanding of best practices for online user experience and interface strategies, site usability and user interface design. Experience establishing and elevating digital measurement and insights, reporting across all levels of the organization. Must be conversant in the latest technical standards and best practices in interactive product design and development. Present a successful track record partnering with the organization’s information technology organization in the development and launch of websites, mobile sites and apps, and user features/functionality. An extraordinary team player that thrives in a fast‑paced, high‑growth, entrepreneurial environment where quality and speed of decision‑making and execution are critical. Bachelor’s degree in Marketing required; MBA strongly preferred. 10 years of marketing or analytics experience preferably in the travel, entertainment, e‑commerce or retail industry. Hybrid: This position has been designated as hybrid, contributing from the Universal City office a minimum of three days per week. Desired Characteristics Very strong digital marketing, 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, mobile app and online retail channels. 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 consumers’ lives. A strong sense of ownership, high standards and driving projects forward at pace, translating feedback and approving creative. Cross‑functional expertise and the ability to be proactive and thrive in a fast‑paced, complex and highly collaborative environment. Strong judgement and good instincts, demonstrates daily rigor and seeks contradictory feedback. Experience presenting to and working with senior executives. Ability to effectively manage change and conflicts, and problem‑solve in a highly collaborative environment. 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. Understanding of key consumer segments (California/Los Angeles, Domestic US, International). Travel & Resort Industry, Entertainment and/or Theme Park experience. Launching New Attractions or Products/Services. Benefits This position is eligible for company‑sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Salary range: $90,000 – $115,000 (bonus eligible). Additional Information NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories, or arrest or conviction records, in a manner consistent with relevant legal requirements, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable. #J-18808-Ljbffr