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Senior Manager, Marketing & Experience Transformation Strategy
NBC Universal
Orlando, FL, United States
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About Us
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?
Responsibilities
The Marketing and Experience Transformation team is focused on driving product strategies to evolve and enhance the Guest experience at Universal Parks and Resorts. This team member will play a critical role in driving the holistic strategic planning & Experience Transformation across all teams at Universal Parks & Resorts: Universal Orlando and Universal Studios Hollywood. Lead and support the development of short, mid- to long-term strategies focused on driving business results, experience and transformation goals for UO and USH. Manage overall planning and timelines for all aspects of the product development cycle relative to internal and external business needs. Lead vision definition/strategic intent/hypothesis generation, integration & change management efforts across all products and applications development for frontline, salaried and executive team members. Lead and manage overall business transformation vendor and coordinate master plan initiatives with internal & external partner teams.
MAJOR RESPONSIBILITIES:
Planning & Prioritization
• Responsible for evaluating and enhancing overall experience strategies and their related tactics, striving to improve the Guest experience.
• Provide oversight to identify, develop and prioritize objectives and investments enhancements to the overall Guest & Team Member experience.
• Conduct business assessments, synthesize qualitative and quantitative data and integrate with key businesses to understand and evaluate ongoing needs to enhance the experience.
• Develop prioritization objectives to enable proper decision making across all teams.
• Develop business cases and value proposition for new products.
• Ensure strategic intent stays aligned with the vision through the development, concept, delivery and execution phases.
• Drive timing and recommendations for Senior Executives to review and approve key initiatives.
• Responsible for the overall program roadmap of all initiatives to keep timing and strategy aligned.
Integration
• Lead overall program integration across key teams working with Technology, Operations, Business Development, Finance, Marketing & Sales, Consumer Insights, Digital/Media, etc.
• Drive all communication efforts to support key partner teams on the journey of new initiatives and platform along with products developed.
• Manage overarching strategies and decision making needs across teams to enable ideal outcomes to drive the business.
• Ensure plans are robustly developed and can be transitioned in implementation and through sustainment for strong ongoing processes.
• Evaluate product roadmaps, performance and business metrics to ensure alignment with transformation goals.
Change Management
• Lead and support integration of all new products and services initiatives between partners across Universal Parks & Resorts.
• Develop a plan and support the change management process as new products are designed to support their execution and utilization into the field.
• Communicate with executives on a regular basis regarding significant product/experience enhancements.
• Develop ongoing plan for communication and decision making on new initiatives.
• Create and implement change management strategies and plans for Salaried and Executive leaders to maximize acceptance, adoption and utilization.
• Identify changes to business processes, systems & technology, job roles or organizational structures to support the initiatives and products developed.
• Apply a structured methodology and lead change management activities across Orlando and Hollywood Parks & Resorts.
Qualifications/Requirements
SCOPE:
• Lead and support the development of short, mid- to long-term strategies focused on driving business results, experience and transformation goals for UO and USH.
• Manage overall planning and timelines for all aspects of the product development cycle relative to internal and external business needs.
• Lead vision definition/strategic intent/hypothesis generation, integration & change management efforts across all products and applications development for frontline, salaried and executive team members.
• Drive the overall business transformation and coordinate master plan initiatives with internal & external partner teams.
QUALIFICATIONS:
• Strong critical thinking and problem solving skills, with an ability to understand broad concepts, identify connection points and gaps, and establish product strategies that align with the broader vision and support Guest and business strategies.
• Demonstrated analytical and technical skill set, with an ability to synthesize and analyze product-related data across an array of sources (e.g., Marketing, Consumer Insights, Industrial Engineering, etc.) to evaluate product effectiveness.
• Extremely strong communication and presentation skills, with an ability to influence senior leadership by developing and clearly framing up options, analysis and recommendations.
• Strong organizational skills with an appropriate balance of attention to detail and agility to deliver in a fast-paced environment.
• Demonstrated ability to lead collaborative, cross-functional project teams with a wide range of stakeholders and key partners.
• Experience supporting an operating environment, with a focus on ensuring that strategies are sound and viable from an Operations and Team Member perspective.
EDUCATION: Bachelor’s degree is required (Business/Marketing would be an asset). Master’s degree is preferred.
EXPERIENCE: 5-7 years in progressive transformation, technology enablement, innovation or marketing leadership.
• Expert knowledge of large scale transformation initiatives.
• Experience integrating marketing and experience technologies.
• Experience in project team leadership and large scale program planning and implementation.
• Expert at stakeholder and partner management.
• Experience in executive communication relationship building and decision making.
• Excellent analytical, written and oral communication skills, and be able to explain complex concepts both concisely and simply.
• Demonstrated ability to define and execute strategic initiatives.
• Budget management.
ADDITIONAL INFORMATION:
• Partner with external vendor teams to delivery and execute work.
• Work with internal teams across M&S, Technology, Operations, Consumer Insights, Digital, Creative, etc. to integrate and collaborate across the Guest & Team Member experience.
• Travel involved, minimal overall (3-4x per year).
• Must have technical knowledge and understanding working side by side with the IT team and Technology vendors on a day-to-day basis.
Desired Characteristics
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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