Sr. Manager, eCommerce

Sr. Manager, eCommerce

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. Some remote opportunities are available within specific departments. There are also roles that require being on-site full time. Youll learn more about this during the application process.

JOB SUMMARY: The Sr. Manager, eCommerce oversees the team responsible for web and mobile app booking platform program development for both Universal Orlando Resort and Universal Studios Hollywood. This role is responsible for ensuring that all our varied guest needs are met across ticketing, hotel, and package platforms by providing the business strategy for ecommerce product development. The Sr. Manager will be tasked with ensuring individual destination goals and objectives are met as well as supporting the overarching Universal Brand strategies. Utilizing analytics to make data and insight driven decisions are critical as well as strong merchandising and web and mobile user experience knowledge to reduce friction and enhance the guest experience.

MAJOR RESPONSIBILITIES:

LEADERSHIP

• Oversee a team of web and mobile specialists to drive ecommerce optimizations and experience enhancements for Universal Parks and Resorts NA to meet or exceed business goals.
• Be the resident expert on the capabilities and functionality of the organizations web and mobile booking platforms, including documenting existing capabilities and development roadmaps and prioritization for future experience enhancement.
• Inspire, lead and grow team members by leaning into the Universal M&S Culture, helping them 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.
• Ensure team is set up to support destination goals and strategies and adjusting as the need arises. Balancing responsibilities and workloads as appropriate.

ECOMMERCE STRATEGY & PLANNING

• Oversee the team responsible for merchandising and product development strategy for our tickets, hotels and packages.
• Play a critical role in assisting executive leadership to develop the ecommerce booking platform roadmap and corresponding communications on the strategic plan.
• Oversee that the team builds out the roadmap with strategies and tactics to achieve the set goals and objectives in the roadmap and strategic plan.
• Optimize the conversion and booking paths for guests to ensure an easy and seamless process.
• Lead efforts for the ticket store booking platforms for Universal Orlando Resort and Universal Studios Hollywood including everything from small enhancements to re-platforming efforts.
• Create strong partnerships with Universal Parks Resorts and Vacations team as well as the Resorts teams to understand business strategies in order to apply to product development requests and roadmaps for store enhancements.
• Address escalated concerns or provide further escalation for the team as needed related to project progression and adherence to the roadmap.

EXPERIENCE ENHANCEMENT & OPTIMIZATION

• Lead the effort to enhance the online customer experience within all booking platforms. Included leading the ideation, development, and collaboration within Digital Program Teams to enhance consumer experiences within our websites and mobile apps booking engines.
• Lean into testing, data and other insights to optimize ecommerce initiatives and provide continuous improvement of business performance metrics and recommendations on how to improve program results. Ensure that insights are shared across teams and partners.
• Establish and maintain the teams skills and discipline for creating data and insight driven decisions. Ensure that the this is adopted by the team and utilized to inform the strategic input and recommendations for projects.
• Oversee the ideation, development, and collaboration within Digital Program Teams to enhance consumer experiences within our websites and mobile apps booking engines. Be an individual contributor in this area when necessary.
• Lead the definition and communication of business requirements for the development of functionality that effectively moves guests through the purchasing flow.
• Review and QA the site/app creative to ensure it is meeting project objectives and components are functioning correctly.
• Identify new eCommerce best practices and integrated them into standardized templates and playbooks for ongoing use in integrated marketing campaigns.
• Monitor digital properties and tools for errors and guest friction points. Oversee that the teams recommendations and prioritize the issues appropriately for resolution.
• Responsible for reviewing and monitoring competitive websites and trends in ecommerce. Bring the organizations attention to new ideas / technologies as they emerge, evaluate, and implement as appropriate.

DIGITAL COLLABORATION

• Maintain strong relationships with partners and act as ecommerce team representative to various internal clients who rely on UOR & USH digital properties to advance their business needs and goals.
• Partner with UX/UI, Direct & Digital Marketing, Optimization, Technology, Experience & Transformation, Analytics and Digital Production in defining, building and optimizing consumer experiences with a focused effort to drive efficiency, scale, relevancy and speed-to-market.
• Align with Channel leaders to champion best practices in digital marketing and consumer technology trends and establish benchmarks for measuring success of digital booking experience.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION: Bachelors degree in Marketing, Communications, Business or Advertising is required. Masters degree is preferred.

EXPERIENCE: 7+ years eCommerce marketing experience with 7+ years of experience in eCommerce and/or Product Management preferably with consumer-facing, ecommerce site(s), name brand travel or retail with emphasis on strategy, digital marketing and user experience.

Experience leading, developing and inspiring a team. Mix of experience in Marketing, Technology and/or Product Development Interactive product development experience that has materially contributed to growing online revenue within the context of a consumer-oriented ecommerce business. Project management or business analysis experience is preferred.

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.

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