Manager, Customer Experience Platform

About Four Seasons :

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return.

Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart.

We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves.

Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime.

It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location :

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing.

Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide.

At Four Seasons, we are powered by people and our culture enables everything we do.

We are looking for a Manager, Customer Experience who is proactive and versatile to take charge of the technical implementation of our customer experience enhancements.

This role will focus on guest sentiment analysis and activation projects and require close collaboration with cross-functional teams to integrate systems and oversee systems integrations and core platform management, and tuning.

This role will also support and drive CRM strategies to deliver exceptional customer experiences.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Senior Director, Digital IT.

This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Database Management and Compliance :

Defines and monitors key metrics to track and manage the health of the customer database used for guest sentiment analysis and activation efforts.

Manages business rules and processes for customer subscriptions within the CX system, ensuring accurate and compliant database management.

Ensures privacy and security compliance (e.g., GDPR, CASL) for the customer database, collaborating with Commercial and legal teams as needed.

Provides guidance and support to technical teams and developers on best practices for database management and CX system utilization to optimize guest profile building and lead generation initiatives.

Guest Profile Development and Integration :

Collaborates with commercial teams to implement database enhancements, integrations, and optimizations that support guest profile building and lead generation efforts.

Partners with marketing and operational stakeholders to understand guest targeting and recognition needs, developing capabilities and processes to deliver personalized guest experiences.

Leverages CRM tools (e.g., Salesforce Marketing Cloud) to build and execute multi-channel campaigns that enhance guest engagement and activation based on guest profiles and segmentation.

Guest Satisfaction Strategy and Implementation :

Develops and implement a guest satisfaction strategy focused on building comprehensive guest profiles to enhance analytics, targeting, and recognition across channels.

Spearheads implementation projects related to the strategy, working closely with cross-functional teams to ensure successful execution.

Collaborates with Insights teams to analyze segmentation and target guest growth based on data-driven insights.

Partners with marketing teams to develop and execute acquisition campaigns that drive qualified guest engagement and activation based on CX insights

Who You Are

Exceptional Communication Skills : Interacts professionally and effectively with all levels of management and external contacts.

Demonstrates strong communication and interpersonal skills.

Proactive Problem-Solving and Initiative : Takes initiative to address unexpected issues, sees tasks through to completion, and is proactive in finding solutions.

Productive and Flexible Approach : Self-starter with a cooperative attitude, receptive to challenges, and capable of managing project budgets effectively.

Technical Proficiency and Project Management : Translates business requirements into technical solutions. Experienced in identifying use cases and requirements for MarTech solutions, implementing new programs or technical solutions, and managing project budgets.

Program Management Expertise : Demonstrates strong program management skills in delivering complex software and operational projects.

What You Bring

A minimum of 4+ years’ experience working within a CX / CRM role.

Proven track record in CX strategy, lead generation, CRM, omni-channel marketing and consumer insight.

Previous project management experience.

Proven track record & thought leadership in bringing the outside in and establishing new processes / ways of working

Experience in delivering with internal and external product teams / stakeholders

Experience working across cross-functional teams with diverse profile of people, processes and priorities.

Familiarity / Experience with CDP orchestration tool capabilities

Demonstrated experience in taking customer sentiment insights

Experience with CX platforms (Medallia, Qualtrics)

Hands on Experience with building custom workflows within Qualtrics

Experience with Salesforce Marketing Cloud Journey Builder an asset.

Experience building custom dashboard & reporting within platform

Bachelor's Degree in Business or IT discipline (Computer Science)

Industry Knowledge : Understanding of the travel and hospitality industry is advantageous.

Familiar with Marketing Automation platforms

Experience with MarTech solutions, identifying use cases and requirements.

Familiarity with marketing automation platforms and privacy laws (GDPR, CASL, CCPA, PIPL).

Experience with CX platforms (Medallia, Qualtrics)

Experience with Salesforce Marketing Cloud Journey Builder an asset.

Proficient in utilizing analytics capabilities such as Adobe, Google, and Power BI.

Knowledgeable in business transformation methodologies like business process mapping.

Understanding of CRM, lead generation, and marketing communication.

Proficiency in Word, Excel, and PowerPoint

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If contacted for an employment opportunity, please advise Human Resources if you require accommodation.