Marketing - Resort CRM Representative

Orlando, Florida
Not Specified
Oct 06, 2016
Dec 05, 2016
Universal Orlando® Resort is a universe of opportunities for people who have a lot to offer. It takes a special kind of person to work at Universal Orlando. An individual who knows how to be part of a team. Someone with a sense of fun who's serious about their work. A person who knows it doesn't take magic to put a smile on a guest's face... it takes hard work, dedication, knowledge and just the right amount of Universal attitude. Whether you're serving food, working in an office, maintaining equipment, performing in costume or operating a ride, you won't just be 'doing a job.' You'll be creating memories for our guests that will last a lifetime. Are YOU that kind of person?

The Representative, On-Site Resort CRM Marketing is responsible for assisting with the development and execution of direct marketing strategies that drive annual revenue for On-Site Resorts. This role will collaborate with internal & external stakeholders to execute a robust contact strategy including: email, direct mail, mobile and other digital marketing tactics to meet or exceed business objectives. This includes executing a communication contact sequence starting with lead generation, moving customers from prospect to loyalty and measuring/optimizing program effectiveness using advanced analytics. This role works closely with the Manager of Resort CRM, production and support teams to insure consistency, privacy compliance, program enhancements and use of best practices. Must help to ensure Resort CRM programs deliver a cohesive customer experience by working with the Resort team to understand Brand and business needs as well as other online channel managers, including social, paid and natural search, affiliate, and online media. Become advocate and champion of hotel business in all meetings and interactions while acting on behalf of the Resort Marketing and Sales team.

  • Assist with the implementation and the execution of all consumer direct mail, email and personalized web marketing campaigns to deliver against business goals set by the Resort Sales and Marketing Team.
  • Work with external & internal partners to implement transactional, promotional, informational, and dynamic content strategies that leverage customer lifecycle, maximize customer retention, win-back, cross-sell and up-sell programs.
  • Ensure proper processes, scheduling, prioritization & communications are in place for stakeholders programs.
  • Support the creative development process in alignment with campaign objectives including but not limited to, development of project briefs, coordination of creative development, communication of creative concept with email designer, and securing all stakeholder feedback and approval.
  • Ensures email deployment team is maintaining integrity of email deliverability, testing email content, deliverability performance, in-box render testing, and troubleshooting deployment issues.
  • Utilize key success metrics and result analysis to provide strategic recommendations for Resort campaign enhancements and optimization.
  • Work with Analytics team to utilize Resort CRM dashboard, testing strategies & reporting matrix that accurately assesses delivery, profitability and performance of each email campaign on a daily, weekly and monthly basis.
  • Proactively monitor competitive market information and performance of email campaigns to make effective strategic decisions and campaign adjustments.
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
  • Performs other duties as assigned.

EDUCATION: Bachelor's degree required. Master's degree preferred.

  • 3-5 years marketing experience in Travel & Hospitality preferred.
  • Development of CRM marketing strategies involving email, lead generation, mobile, and social marketing.
  • Direct Marketing experience with large scale complex programs. Ability to apply marketing automation, segmentation and sophisticated targeting strategies to CRM programs.
  • Experience with managing marketing agency relationships and defining agency scope of work, budget, and timelines.
  • Demonstrated experience and success in email marketing from concept to completion (3+ years).
  • Experience developing and analyzing reports to measure program success and formulating recommendations for improvement (3+ years).
  • Understanding of email marketing best practices and response optimization techniques. (3+ years).
  • Excellent client service and problem solving skills, able to identify and anticipate both opportunities and problems and drive them to resolution.
  • Exceptional combination of creative and strategic thinking with hands-on execution.
  • Superior communication and interpersonal skills; and proven ability to partner across an organization with a very strong deadline driven focus.
  • Superior project management, trafficking, and organizational skills, with high attention to detail, proven ability to prioritize multiple projects in a fast-paced, deadline-driven environment.
  • Goal-oriented, self-motivated, creative, flexible and adaptable to new situations.
  • Extensive computer knowledge and proficiency in Microsoft applications.
  • Or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

We regret, due to the volume of responses, only applicants of interest will be contacted. 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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