Manager Digital CX & E-Commerce

Manager Digital CX & E-Commerce role at Universal Studios Hollywood

Universal Studios Hollywood (a division of NBCUniversal) is one of the world’s leading media and entertainment companies, creating and distributing world‑class content across film, television, streaming, theme parks and consumer products. The company is a subsidiary of Comcast Corporation.

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.

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.
Geld

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/eliminate barriers and empowering yakho 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.

• Establish a customer‑centric experience, 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 travelievable entertainment, e‑commerce or retail industry.
• Hybrid:
  This position has been designated as hybrid, contributing from the Universal City office a minimum of four days per week.