Senior Representative, Journey Planning & Omnichannel Orchestration

JOB SUMMARY: The Senior Representative, Journey Planning & Omnichannel Orchestration supports the translation of approved Go to Market strategies into coordinated, customer centric communication and activation plans across paid, owned, and earned channels. Working under the direction of Journey Planning leadership, this role develops journey maps, communication frameworks, messaging hierarchies, creative briefs, integrated communication roadmaps, and other planning materials that connect business objectives, audience needs, messaging, timing, content, and channel roles. JOB SUMMARY: The Senior Representative, Journey Planning & Omnichannel Orchestration supports the translation of approved Go to Market strategies into coordinated, customer centric communication and activation plans across paid, owned, and earned channels. Working under the direction of Journey Planning leadership, this role develops journey maps, communication frameworks, messaging hierarchies, creative briefs, integrated communication roadmaps, and other planning materials that connect business objectives, audience needs, messaging, timing, content, and channel roles. The Senior Representative gathers and organizes cross functional inputs, applies approved consumer and audience insights, identifies planning gaps and dependencies, and maintains clear documentation to support accurate, timely, and consistent execution. This role partners with Go to Market, Brand Strategy, Audience Strategy, Consumer Insights, Integrated Media, DDM, Digital Marketing, Social, Public Relations, Analytics, Destination Marketing, and internal and external creative and project management teams to help create connected and consistent customer experiences across paid, owned, and earned touchpoints throughout the marketing journey. MAJOR RESPONSIBILITIES Omnichannel Activation Plan Support – Support the translation of approved GTM strategies into actionable omnichannel plans by documenting messaging priorities, audience needs, timing, sequencing, and channel roles. Cross-Channel Coordination – Coordinate planning inputs, timelines, dependencies, and handoffs across channel teams; identify gaps, conflicts, or duplication and elevate issues to the appropriate lead. Journey & Communications Planning – Develop journey maps and communications planning deliverables using established frameworks, approved strategies, audience guidance, and brand standards. Audience & Performance Support – Apply approved audience and segmentation guidance to plans; partner with Audience Strategy and Analytics to review performance inputs and support recommended plan adjustments. Planning Documentation & Workflow – Maintain current plans, templates, status updates, and decision records in required workflow tools; follow established processes and support clear communication across strategy, creative, and channel teams. Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities. Perform other duties as assigned. QUALIFICATIONS Business and Planning Acumen Ability to understand business objectives and translate approved direction into clear, organized activation planning deliverables Working understanding of how audience, message, channel, and timing connect within an integrated activation plan Omnichannel Marketing Knowledge Working knowledge of paid, owned, and earned channel roles and how they support different stages of the customer journey Journey Planning & Customer-Centric Support Ability to build journey maps and communications planning materials using established frameworks and guidance Cross-Functional Collaboration Ability to coordinate effectively with strategy, creative, analytics, and channel partners and follow through on assigned actions Strong collaboration, organization, and relationship-building skills in a matrixed environment Execution Support & Operational Rigor Ability to organize approved strategy into clear plans with documented sequencing, priorities, owners, and timelines Strong attention to detail and ability to manage multiple workstreams, inputs, and deadlines Data Fluency & Optimization Support Ability to interpret basic performance reporting, identify notable patterns, and support plan updates based on guidance Familiarity with audience segmentation, targeting, and test-and-learn concepts Communication & Coordination Strong verbal and written communication skills, including the ability to summarize inputs and document decisions clearly Ability to communicate status, dependencies, and next steps clearly across cross-functional teams Tools/Tech Familiarity Familiarity with marketing automation or campaign management tools Familiarity with project management and workflow tools (e.g., Workfront or similar) Exposure to personalization, testing approaches, and customer data platforms (CDPs) is a plus Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Consistent attendance is a job requirement. EDUCATION Bachelor’s degree in marketing, Business, Communications, or related field required. EXPERIENCE 3+ years of experience in marketing, communications planning, campaign planning, channel activation, project coordination, or a related discipline Experience coordinating work across multiple teams, stakeholders, deliverables, and deadlines Experience supporting the development or execution of integrated, cross-channel marketing plans Experience working with partners in areas such as analytics, brand or audience strategy, creative, media, CRM, digital, or channel marketing 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 & © 2026 Universal Studios. All rights reserved. EOE #J-18808-Ljbffr