Manager, DCXE

Job#: 3012807

Job Description:

Qualifications:

EXPERIENCE:

Required:

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, able to identify and anticipate both opportunities and problems and drive them to resolution

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.

Preferred:

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.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Hybrid: This position has been designated as hybrid, contributing from the Orlando office a minimum of three days per week.

Consistent attendance is a job requirement.

EDUCATION:

Bachelor's degree in Marketing, Communications, Business or Advertising is required. Master's degree is a plus.

Responsibilities: JOB SUMMARY

The Manager, Digital Consumer Experience & E-Commerce (DCXE) leads the strategy, planning, and execution of digital marketing campaigns and destination programs across Universal's web, app, and online store platforms for Universal Orlando Resort, Universal Kids Resort and/or Universal 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 RESPONSIBILITIES

Major Responsibilities

Digital Strategy & Experience Planning

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, ensuring alignment to business goals, guest needs, and cross-channel cohesion.

Oversee and guide team members in the creation of Strategic Input Documents, including journey maps, SEO and personalization strategies, page planning, and user flows, ensuring seamless integration of campaign and destination content into the broader Universal digital ecosystem.

Lead cross-functional forums (e.g., program briefings, brainstorms, introspectives) to shape guest-first digital experiences, foster alignment, and ensure holistic representation of digital priorities across marketing and technology teams.

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. Share learnings across the team and ensure integration of winning variants into best practice templates and standards.

Stay ahead of competitive and industry trends in digital experience, marketing technology, and e-commerce, and leverage findings to influence roadmap planning and future capabilities.

Partner with product and platform teams to define and communicate requirements for enhancements to digital tools, templates, and components based on both business needs and emerging guest behaviors.

Provide strategic oversight to assigned team members in support of their campaign-level planning, ensuring clarity of objectives, alignment to standards, and consistency in guest-first thinking.

Campaign & Program Execution

Oversee the execution of digital marketing campaigns and destination programs across Universal's web, app, and online store platforms, ensuring timely delivery, cross-channel consistency, and alignment to business goals.

Manage the tactical delivery of high-impact or complex campaign initiatives directly, while guiding team members on smaller programs to ensure expectations, timing, and quality standards are consistently met.

Maintain visibility into team-wide campaign status and delivery risks, identifying blockers early and collaborating with cross-functional teams to resolve issues and maintain momentum.

Provide strategic and tactical oversight of digital proof creation, QA, and approvals, ensuring campaign materials reflect creative strategy, technical requirements, and guest experience standards.

Lead stakeholder engagement during campaign production, including moderating feedback loops, representing DCXE priorities, and managing input resolution across teams.

Lead launch readiness calls for assigned initiatives; ensure alignment across partner teams, facilitate issue resolution, and confirm deployment preparedness.

Monitor live campaigns and digital properties for performance issues, broken elements, or guest-facing friction; escalate and drive resolution through the appropriate channels.

Champion operational best practices for campaign execution across platforms, and continuously seek opportunities to refine processes, tools, and coordination models that drive executional excellence at scale.

Digital Guest Experience Champion

Own the digital guest experience across assigned campaigns and destination programs, ensuring site, app, and store journeys reflect Universal's guest-first standards and continually evolve based on data and user behavior.

Monitor and interpret performance across web and mobile platforms; surface insights and recommendations that drive measurable improvements to journey flow, conversion, and guest satisfaction.

Lead auditing and refinement of digital journeys across UDX properties and third-party partner platforms, identifying friction points, defining opportunities, and championing enhancements that align to business and guest goals.

Serve as the primary escalation point for digital experience issues, coordinating timely investigation and resolution with internal and external partners to minimize guest disruption and protect brand experience.

Direct the integration of learnings, behavioral data, and testing outcomes into reusable frameworks (e.g., templates, modules, page types, playbooks) that improve scalability and execution quality across DCXE initiatives.

Advocate for a culture of iteration and speed-to-market within the team by embedding retrospective findings, feedback loops, and continuous improvement into the planning and delivery process.

Partner with stakeholders across marketing, analytics, and product to ensure digital strategies remain grounded in real guest needs and platform capabilities.

Resource Management & Cross-Functional Collaboration

Lead cross-functional alignment across Marketing, Communications Planning, Product, Technology, and Content partners to ensure that all campaign deliverables, timelines, and digital requirements are clearly scoped, communicated, and executed.

Oversee coordination across multiple campaigns and programs, ensuring that DCXE team resources are aligned to meet business needs while maintaining clarity on priorities and dependencies.

Act as the primary escalation point for executional risks across web, app, and store initiatives, facilitating swift cross-team resolution and reinforcing accountability to delivery timelines.

Drive participation in retrospective reviews and process audits across campaigns, leading the collection of team insights, identifying systemic inefficiencies, and shaping refinements to improve future delivery.

Maintain proactive communication with internal and external stakeholders to ensure expectations are managed, risks are surfaced early, and digital activation workstreams remain fully aligned with destination and brand priorities.

Team & Organizational Leadership

Manage the day-to-day activities of assigned DCXE team members, overseeing workload allocation, prioritization, and execution across digital campaigns and destination programs.

Provide tactical guidance and problem-solving support to direct reports, acting as an escalation point for campaign execution, stakeholder engagement, and delivery risks.

Lead high-impact digital programs while guiding team members through the delivery of smaller-scale campaigns, ensuring work meets standards of quality, timeliness, and guest experience excellence.

Coordinate with departmental leadership to align on team goals, performance expectations, and resourcing needs, ensuring that delivery plans support business objectives.

Foster a collaborative, inclusive, and solutions-focused team environment by modeling professional accountability, encouraging continuous improvement, and celebrating shared success.

Champion Universal Destinations & Experiences' culture and values through positive engagement, clear communication, and a guest-first mindset in all workstreams.

Understand and actively participate in Environmental, Health & Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.

Perform other duties as assigned.

SUPERVISORY RESPONSIBILITY:

Supervises an Exempt team

ADDITIONAL INFORMATION:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.