Manager, Lifecycle Journey & Experience Strategy

Orlando, Florida
Jan 04, 2022
Mar 05, 2022

JOB SUMMARY: The objective of this role is to apply a deep understanding of channel capabilities (web, CRM, social, media) to integrate marketing campaigns and connect the Universal Orlando brand and products to the consumer. With consultation from cross-functional teams, the Manager champions the programs and capabilities across channels to achieve business and campaign objectives.


  • Conversion Program Strategy & Integrated Development
    • Drive Journey development for Growing/Stable Trip Conversion programs and capabilities.
    • Lead an omnichannel, integrated group of Channel Leads to develop journey experiences for Conversion Programs.
    • Deliver integrated Programs & Capabilities for activation in the form of Templates and Playbooks.
    • Lead Weekly and Monthly integrated worksessions in the pursuit of identifying, documenting, prioritizing and developing improvements to the Journey Programs & Capabilities.
    • Where necessary, orchestrate direct-to-market updates to critical touchpoints with channel operations partners.
    • Organize and lead retrospective worksessions, brainstorms and tactical worksessions in the development of integrated programs and capabilities.
    • Partner with Audience Journey Leads to understand painpoints and/or gaps in the activation of their audiences.
    • Continually monitor, test and evolve the journey experiences as needed to drive compounding efficiency and effectiveness that deliver Universal Orlando Resort business goals.
    • Continually work to modify, improve and move our customer journeys forward to be audience-first and developed from a consumer point-of-view.
  • Organizational Capabilities Partnership
    • Partner with the Learning Leads and Analytics Center of Excellence to identify and adapt insights, test & learn findings, and analytics feedback into programs and capabilities that are audience-first and journey focused.
    • In partnership with Analytics, develop and implement Journey Analytics that support the functions of the convert journey stage and merchandising of products and services.
    • 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.
    • Partner with the Personalization and Test & Learn teams in the identification and prioritization of users stories that support the vision of audience-first conversion programs.
  • Digital & Guest Experience Champion
    • Champion the advancements in conversion programs through the organization.
    • Advocate on behalf of the improved conversion programs and capabilities across the Audience Leads to assure their use and proper deployment.
    • 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.
  • Performance Metrics (TBD on annual basis)
    • Deliver against KPIs to achieve OCF goals, Brand Equity Measures, TSAT
  • 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.


  • Bachelor's degree in Marketing or Communications required
  • MBA strongly preferred.


  • 6+ years of marketing and advertising experience preferably in the travel, entertainment or retail industry.
  • A track record of performance meeting targets and objectives.
  • 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 web sites, CRM initiatives, social media, mobile technology, 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.
  • Cross-functional expertise and the ability to be proactive and thrive in a fast-paced, complex and highly collaborative environment.
  • Experience presenting to and working with senior executives.
  • Ability to effectively manage change and conflicts, and problem solve in a highly-collaborative environment.
  • Strong leadership experience. Ability to inspire and motivate a team of highly intelligent and driven individuals.
  • 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.


  • Understanding of key consumer segments (Florida/Orlando, 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

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 & © 2022 Universal Studios. All rights reserved. EOE

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