Manager Digital CX & E-Commerce - NBCUniversal

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.

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

Basic Requirements:

• Bachelor’s degree in Marketing or Analytics required; MBA strongly preferred.
• 8-10 years of marketing or analytics experience preferably in the travel, entertainment, e-commerce or retail industry.
• Contributed to building brand equity, establishing a positive customer experience, and building brand loyalty through website and mobile experience execution.
• Experience informing the evolution of an online product development lifecycle over multiple releases.
• Possess exceptional understanding of the best practices for online user experience and interface strategies, site usability and user interface design.
• Understand the importance of introducing relevant features that support a CRM approach to customer acquisition.
• Must be conversant in the latest technical standards and best practices in interactive product design and development.
• Present a successful track record partnering with his/her 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
• 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.
• A strong sense of ownership, high standards and driving projects forward, 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.

Desired Characteristics:

• Understanding of key consumer segments (California/Los Angeles, 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

Additional Requirements:

• Hybrid: This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.
• 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. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $90,000 - $115,000 (bonus eligible)

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision.

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.

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