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Digital Consumer Experience & E-Commerce Manager

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Software Resources

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Location:
United States , Orlando

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

The Manager, Digital Consumer Experience & E-Commerce (DCXE) leads the strategy, planning, and execution of digital marketing campaigns and destination programs across web, app, and online store platforms for Orlando Resort, Kids Resort and/or Horror Unleashed. This role ensures guest-first digital experiences are consistently delivered, meet business objectives, and evolve with platform capabilities. In addition to owning high-impact initiatives, the Manager provides guidance and oversight for programs and campaigns managed by Sr. Specialist. Balancing strategic planning with hands-on execution, this role drives cross-functional alignment, upholds delivery standards, and champions ongoing improvement.

Job Responsibility:

  • Own the development and communication of digital strategies and tactical execution plans for major destination initiatives and campaigns across websites, mobile apps, and online stores
  • Oversee and guide team members in the creation of Strategic Input Documents, including journey maps, SEO and personalization strategies, page planning, and user flows
  • Lead cross-functional forums (e.g., program briefings, brainstorms, introspectives) to shape guest-first digital experiences
  • Partner with Product, Content, Analytics, and Marketing to translate strategic priorities into actionable digital deliverables and cross-platform implementations
  • Direct the testing strategy across campaign areas, including the design, prioritization, and analysis of A/B, usability, and personalization experiments
  • Stay ahead of competitive and industry trends in digital experience, marketing technology, and e-commerce
  • Partner with product and platform teams to define and communicate requirements for enhancements to digital tools, templates, and components
  • Provide strategic oversight to assigned team members in support of their campaign-level planning
  • Oversee the execution of digital marketing campaigns and destination programs across Universal’s web, app, and online store platforms
  • Manage the tactical delivery of high-impact or complex campaign initiatives directly
  • Maintain visibility into team-wide campaign status and delivery risks
  • Provide strategic and tactical oversight of digital proof creation, QA, and approvals
  • Lead stakeholder engagement during campaign production
  • Lead launch readiness calls for assigned initiatives
  • Monitor live campaigns and digital properties for performance issues
  • Champion operational best practices for campaign execution across platforms
  • Own the digital guest experience across assigned campaigns and destination programs
  • Monitor and interpret performance across web and mobile platforms
  • Lead auditing and refinement of digital journeys across properties and third-party partner platforms
  • Serve as the primary escalation point for digital experience issues
  • Direct the integration of learnings, behavioral data, and testing outcomes into reusable frameworks
  • Advocate for a culture of iteration and speed-to-market within the team
  • Partner with stakeholders across marketing, analytics, and product to ensure digital strategies remain grounded in real guest needs and platform capabilities
  • Lead cross-functional alignment across Marketing, Communications Planning, Product, Technology, and Content partners
  • Oversee coordination across multiple campaigns and programs
  • Act as the primary escalation point for executional risks across web, app, and store initiatives
  • Drive participation in retrospective reviews and process audits across campaigns
  • Maintain proactive communication with internal and external stakeholders
  • Manage the day-to-day activities of assigned DCXE team members
  • Provide tactical guidance and problem-solving support to direct reports
  • Lead high-impact digital programs while guiding team members through the delivery of smaller-scale campaigns
  • Coordinate with departmental leadership to align on team goals, performance expectations, and resourcing needs
  • Foster a collaborative, inclusive, and solutions-focused team environment
  • Champion Destinations & Experiences’ culture and values through positive engagement, clear communication, and a guest-first mindset
  • Understand and actively participate in Environmental, Health & Safety responsibilities
  • Perform other duties as assigned
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws

Requirements:

  • 7+ years of experience in digital marketing, eCommerce, or related fields, with proven ability to manage complex projects from strategy through execution across web and app platforms
  • Demonstrated experience and success in eCommerce project management and marketing from concept to completion
  • Excellent client service and problem-solving skills
  • Strong project management, trafficking, and organizational skills, with high attention to detail
  • proven ability to prioritize multiple projects in a fast-paced, deadline-driven environment
  • Strong ability to understand the current status of multiple projects at a given time and follow up as needed
  • Goal-oriented, self-motivated, creative, flexible and adaptable to new situations
  • Thrive in a structured and systematic approach
  • Extensive computer knowledge and proficiency in business software applications
  • Superior communication and interpersonal skills to develop cross functional relationships
  • Creative thinking, particularly when it comes to alternative ways of accomplishing goals and objectives and accomplishing Minimal Viable Product
  • Inspire and lead others
  • Outstanding communication skills, both written and verbal with the ability to explain technical concepts to marketers and other stakeholders. Proven ability to develop presentations and present concepts and/or business recommendations clearly
  • Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook. Advanced Excel & PowerPoint experience is a plus
  • Practical knowledge of Content Management System (CMS) publishing as well as website analytics tools is preferred
  • Project management or business analysis experience is preferred
  • Bachelor’s degree in Marketing, Communications, Business or Advertising is required
  • Consistent attendance is a job requirement

Nice to have:

  • Theme park or hospitality experience
  • Hands-on experience with content management systems (CMS) and website analytics tools (e.g., Adobe Analytics, QM)
  • Exposure to A/B or multivariate testing, usability testing, or personalization platforms
  • Experience translating strategic inputs into digital deliverables such as landing pages, modules, or app updates
  • Background in business analysis or digital product support is a plus
  • Master’s degree is a plus
What we offer:
  • medical, dental, and vision coverage
  • a 401(k) with company match
  • short-term disability
  • life insurance with AD&D

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Job Link Share:

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