The Director of E-Commerce Product Management will plan, develop and oversee the user experience strategy and feature development that will support marketing and sales objectives and drive revenue growth on the organizations domestic and international web properties. This person will partner with marketing, sales, technology and internal teams to create an unparalleled guest experience that reinforces brand education and persuasion and optimizes customer experience, and that ultimately increases conversion rates, Average Order Value, Revenue and other online KPIs.
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•Lead a team of digital specialists to develop online ecommerce strategies that optimize Universal Studios Hollywood’s pre-arrival marketing and sales channels for B2C, B2B and International initiatives to meet or exceed business goals
•Partner with marketing and sales team members to effectively guide and integrate the digital marketing strategy with other critical corporate initiatives
•Be the resident expert on the capabilities and functionality of the organization’s web properties. Utilize that functionality to its full capability to drive optimal conversion and results
•Responsible for reviewing and monitoring competitive websites and trends in ecommerce, their particular specialty area/vertical and website design/functionality. Bring the organization’s attention to new ideas / technologies as they emerge
•Passionate about the Internet, social media and emerging technologies, staying current as digital technology evolves
Strategy & User Experience:
•Responsible for overall user experience, marketing strategy and conversion for USH websites, digital channels and online stores
•Lead engagement and conversion programs across all web business channels, including, B2C, B2B and International
•Lead the effort to enhance the online customer experience to drive engagement with content and features that reinforces brand persuasion and product scope and ultimately drives increases in conversion and attendance
•Lead product (tickets, hotels, packages, ancillary) marketing and merchandising strategy for the online channel based on strategic priorities
•Be a thought leader and guide development of user-friendly design, including responsive design and other industry best practices in usability and research
•Craft and help execute A/B testing plans for the website and ticket store
Project management & Operations:
•Define and communicate business / functional requirements for the development of functionality that effectively enables marketing strategies
•Develop roadmap and timeline for website and e-commerce development and drive teams to meet deadlines
•Develop the annual Ecommerce and Website marketing plan and budget and manage effectively
•Partner with stakeholders to maintain and keep current privacy policies, terms of use, etc.
•Drive process improvement for site content updates, focusing on speed-to-market and efficiency
•Help drive and participate in rigorous QA cycles to ensure functionality and content integrity
Accountability & Reporting:
•Develop standard reporting and analysis dashboards that effectively communicates to senior leadership the results and business impact of online initiatives
•Analyze product performance and customer feedback and respond quickly to diagnose and correct any problems
•Intense focus on using data to drive decision-making process on future development and testing
Qualifications/Requirements •7 - 10 years of experience in ecommerce and/or Product Management for web properties preferably for B2C, B2B and International channels with an emphasis on name brand travel or retail sectors
•Interactive product development experience that has materially contributed to growing online revenue within the context of a consumer oriented ecommerce business
•Experience with complete product development lifecycle process, including agile methodologies
•Contributed to building brand equity, establishing a positive customer experience, and building brand loyalty through website experience execution.
•Experience leading the evolution of an online product development lifecycle over multiple releases
•Possess exceptional understanding of the best practices for online user experience and interface strategies, site usability and user interface design
•Must be conversant in the latest technical standards and best practices in interactive product design and development
•Present a successful track record partnering with his/her organization’s information technology organization in the development and launch of websites and user features/functionality
Desired Characteristics •Experience with developing and managing a marketing plan and department budget
•Excellent written and verbal communication skills with experience in developing compelling presentations and presenting to senior management
•Equally effective and influential communicator in formal and informal settings with senior executives, peers, and potential business partners
•Ability to manage multiple projects at once with a sense of urgency required to work in a deadline driven environment
•Diligent, flexible, resourceful, independent worker with a strong work ethic.
•Strong communicator capable of delivering concise messages to various audiences.
•Positive attitude, team player with professional demeanor
•Intellectual curiosity and strong willingness to learn
•An extraordinary team player that thrives in a fast-paced, high-growth, entrepreneurial environment where quality and speed of decision making and execution are critical
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