# Responsibilities
The Manager, Resort CRM Marketing is responsible for the development and execution of direct marketing strategies that drive annual revenue for Universal Orlando On-site Resorts. This role will collaborate with internal & external stakeholders to direct the execution and resort alignment within a robust contact strategy including: email, direct mail, mobile and other digital marketing tactics to meet or exceed business objectives. This includes outlining a communication contact sequence starting with lead generation, moving customers from prospect to loyalty and measuring/optimizing program effectiveness using advanced analytics. This role works closely with the CRM production and support teams to insure consistency, privacy compliance, program enhancements and use of best practices. Must ensure Resort CRM programs deliver a cohesive customer experience by working with the Resort team to understand Brand and business needs as well as other online channel managers, including social, paid and natural search, affiliate, and online media. Become advocate and champion of hotel business in all meetings and interactions while acting on behalf of the Resort Marketing and Sales team.
** MAJOR RESPONSIBILITIES:**
* Plan, implement and manage the development and execution of all consumer direct mail, email and personalized web marketing campaigns to deliver against business goals set by the Resort Sales and Marketing Team.
* Work with external & internal partners to manage the implementation of transactional, promotional, informational, and dynamic content strategies that leverage customer lifecycle, maximize customer retention, win-back, cross-sell and up-sell programs.
* Lead creative development process in alignment with campaign objectives including but not limited to, development of project briefs, coordination of creative development, communication of creative concept with email designer, and securing all stakeholder feedback and approval.
* Utilize key success metrics and result analysis to provide strategic recommendations for Resort campaign enhancements and optimization.
* Create data-driven recommendation for tests strategies that deliver against ROI targets while driving and optimizing key traffic and revenue metrics including CTR, open rates, incremental revenue lift, engagement, and retention.
* Work with Analytics team to develop comprehensive Resort CRM dashboard, testing strategies & reporting matrix that accurately assesses delivery, profitability and performance of each email campaign on a daily, weekly and monthly basis.
* Track year over year campaign performance to identify changes in trends and recommend optimizations to further evolve CRM campaigns.
* Ensure proper processes, scheduling, prioritization & communications are in place for stakeholders programs.
* Ensures email deployment team is maintaining integrity of email deliverability, testing email content, deliverability performance, in-box render testing, and troubleshooting deployment issues.
* Proactively monitors competitive market information and performance of email campaigns to make effective strategic decisions and campaign adjustments.
* Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
* Performs other duties as assigned.
# Qualifications/Requirements
**SCOPE:**The Manager, Resort Marketing CRM will be responsible for managing the budget of all email & direct mail activity related to Resort marketing, as well as, reporting out on ROI for each individual campaign & program.
**EDUCATION:** BA Degree in Communications or related field.
**EXPERIENCE:**
* 7 -10 years marketing experience in Travel & Hospitality preferred:
* Development of CRM marketing strategies involving email, lead generation, mobile, and social marketing.
* Direct Marketing experience with large scale complex programs. Ability to apply marketing automation, segmentation and sophisticated targeting strategies to CRM programs.
* Experience with managing marketing agency relationships and defining agency scope of work, budget, and timelines.
* Demonstrated experience and success in email marketing from concept to completion (3+ years).
* Experience developing and analyzing reports to measure program success and formulating recommendations for improvement (3+ years).
* Understanding of email marketing best practices and response optimization techniques. (3+ years).
* Excellent client service and problem solving skills, able to identify and anticipate both opportunities and problems and drive them to resolution.
* Exceptional combination of creative and strategic thinking with hands-on execution.
* Superior communication and interpersonal skills; and proven ability to partner across an organization with a very strong deadline driven focus.
* Superior project management, trafficking, and organizational skills, with high attention to detail, proven ability to prioritize multiple projects in a fast-paced, deadline-driven environment.
* Goal-oriented, self-motivated, creative, flexible and adaptable to new situations.
* Extensive computer knowledge and proficiency in Microsoft applications.
* Or equivalent combination of education and experience.
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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*Job Number:* 16808BR
*Business Segment:* Universal Studios
*Sub-Business:* Universal Orlando
*Function:* Marketing
*Career Level:* Experienced
*Country:* United States
*State/Province:* Florida
*City:* Orlando