Senior Representative, Journey Planning & Omnichannel Orchestration

Universal Studios; Orlando (FL); Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

Universal Orlando is seeking a Senior Representative, Journey Planning & Omnichannel Orchestration to translate GTM strategies into coordinated, customer-centric activation plans across paid, owned, and earned channels.

You will develop journey maps, messaging hierarchies, and roadmaps, collaborating with Go to Market, Brand Strategy, Audience Strategy, Analytics, and Creative teams to ensure consistent customer experiences.

Qualifications

• Ability to understand business objectives and translate approved direction into clear activation planning deliverables.
• Understanding of how audience, message, channel, and timing connect within an integrated activation plan.
• Knowledge of paid, owned, and earned channel roles and how they support different stages of the customer journey.
• Ability to coordinate effectively with strategy, creative, analytics, and channel partners in a matrixed environment.
• Ability to organize approved strategy into clear plans with sequencing, priorities, owners, and timelines.
• Ability to interpret basic performance reporting and support plan updates based on guidance.
• Strong verbal and written communication skills and documentation of decisions.
• Exposure to marketing automation tools and project management/workflow platforms.

Responsabilités

• Omnichannel Activation Plan Support—document messaging priorities, audience needs, timing, sequencing, and channel roles.
• Cross-Channel Coordination—coordinate inputs, timelines, dependencies, and handoffs across channel teams.
• Journey Planning & Communications—develop journey maps and planning deliverables using established frameworks.
• Audience & Performance Support—apply guidance and review performance inputs to adjust plans.
• Planning Documentation & Workflow—maintain plans, templates, status updates, and decision records in workflow tools.
• Environmental, Health & Safety responsibilities per UO policy.
• Perform other duties as assigned.

Connaissances

Business & Planning

Omnichannel Marketing

Journey Planning

Cross-Functional Collaboration

Execution & Operational Rigor

Data Fluency

Communication

Tools/Tech Familiarity

Formation

Bachelor's degree

Outils

Marketing automation tools

Project management tools

CDPs exposure

Description du poste

JOB SUMMARY:

The Senior Representative, Journey Planning & Omnichannel Orchestration supports the translation of approved Go to Market strategies into coordinated, customer centric communication and activation plans across paid, owned, and earned channels. Working under the direction of Journey Planning leadership, this role develops journey maps, communication frameworks, messaging hierarchies, creative briefs, integrated communication roadmaps, and other planning materials that connect business objectives, audience needs, messaging, timing, content, and channel roles.

The Senior Representative gathers and organizes cross functional inputs, applies approved consumer and audience insights, identifies planning gaps and dependencies, and maintains clear documentation to support accurate, timely, and consistent execution. This role partners with Go to Market, Brand Strategy, Audience Strategy, Consumer Insights, Integrated Media, DDM, Digital Marketing, Social, Public Relations, Analytics, Destination Marketing, and internal and external creative and project management teams to help create connected and consistent customer experiences across paid, owned, and earned touchpoints throughout the marketing journey.

MAJOR RESPONSIBILITIES:

• Omnichannel Activation Plan Support – Support the translation of approved GTM strategies into actionable omnichannel plans by documenting messaging priorities, audience needs, timing, sequencing, and channel roles.
• Cross-Channel Coordination – Coordinate planning inputs, timelines, dependencies, and handoffs across channel teams; identify gaps, conflicts, or duplication and elevate issues to the appropriate lead.
• Journey & Communications Planning – Develop journey maps and communications planning deliverables using established frameworks, approved strategies, audience guidance, and brand standards.
• Audience & Performance Support – Apply approved audience and segmentation guidance to plans; partner with Audience Strategy and Analytics to review performance inputs and support recommended plan adjustments.
• Planning Documentation & Workflow – Maintain current plans, templates, status updates, and decision records in required workflow tools; follow established processes and support clear communication across strategy, creative, and channel teams.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

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.

• Business and Planning Acumen
  • Ability to understand business objectives and translate approved direction into clear, organized activation planning deliverables
  • Working understanding of how audience, message, channel, and timing connect within an integrated activation plan
• Omnichannel Marketing Knowledge
  • Working knowledge of paid, owned, and earned channel roles and how they support different stages of the customer journey
• Journey Planning & Customer-Centric Support
  • Ability to build journey maps and communications planning materials using established frameworks and guidance
• Cross-Functional Collaboration
  • Ability to coordinate effectively with strategy, creative, analytics, and channel partners and follow through on assigned actions
  • Strong collaboration, organization, and relationship-building skills in a matrixed environment
• Execution Support & Operational Rigor
  • Ability to organize approved strategy into clear plans with documented sequencing, priorities, owners, and timelines
  • Strong attention to detail and ability to manage multiple workstreams, inputs, and deadlines
• Data Fluency & Optimization Support
  • Ability to interpret basic performance reporting, identify notable patterns, and support plan updates based on guidance
  • Familiarity with audience segmentation, targeting, and test-and-learn concepts
• Communication & Coordination
  • Strong verbal and written communication skills, including the ability to summarize inputs and document decisions clearly
  • Ability to communicate status, dependencies, and next steps clearly across cross-functional teams
• Tools/Tech Familiarity
  • Familiarity with marketing automation or campaign management tools
  • Familiarity with project management and workflow tools (e.g., Workfront or similar)
  • Exposure to personalization, testing approaches, and customer data platforms (CDPs) is a plus
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Bachelor’s degree in marketing, Business, Communications, or related field required.

EXPERIENCE:

• 3+ years of experience in marketing, communications planning, campaign planning, channel activation, project coordination, or a related discipline
• Experience coordinating work across multiple teams, stakeholders, deliverables, and deadlines
• Experience supporting the development or execution of integrated, cross-channel marketing plans
• Experience working with partners in areas such as analytics, brand or audience strategy, creative, media, CRM, digital, or channel marketing

Your talent, skills and experience will be rewarded with a competitive compensation package.

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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