Director, Resident Experience and Digital

1 week ago

Old Toronto, Ontario, Canada Four Seasons Hotels Full time
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.

Director, Resident Experience and Digital

Primary focus is to lead and advance initiatives to enhance the experience of our Residential homeowners and Residential employees from a brand and operations perspective to deliver the ultimate brand promise. This role will prioritize homeowner experience over internal business structure and will be focused to drive and delivery the experiences that exceed homeowner needs.

The role must lead and enhance all phases of the homeowner experience by leveraging people, processes, and technology to provide best-in-class, luxury living experiences. The scope of this role covers all type of residential product lines, including private residences, standalone residences, residence clubs, and rental.

Working in collaboration with Directors of Residences and the Residential community, insights teams, IT, Elite, Digital, Journeys, P&C, Residential Sales and marketing, Residential Property Management and Operations, Hotel Operations and third-party vendors, this person will lead the development and execution of the residential experience journey. This includes delivering and executing the Residential Signature Services and crafting a multi-year roadmap and KPIs to achieve this.

The role also acts as the product owner and lead for all residential technology related to Resident Experience working very closely with Director of Residential IT and consultants.

What You'll Be Doing:

Resident Experience
  • Drive and enhance the homeowner experience in all phases of the project lifecycle.
  • Support the development of a thorough understanding of the resident journey — particularly the elements that require genuine service with heart — while defining the "key moments that matter," and crafting a roadmap to drive OKRs.
  • Drive the development of the multiyear strategy (both short term and long term) to determine and layout the ultimate Resident Journey and Experience enhancement roadmap.
  • Determine business priorities across multiple initiatives based on what is required from Residential Experience perspective.
  • Partner closely with the Residential Operations, Property Management, Residential sales and marketing, Commercial, Elite, Hotel Operation and IT teams to gather input and leverage any company wide initiatives to increase synergy and integration.
  • Gain alignment and achieve defined outcomes across multiple cross-functional projects and initiatives working with cross functional teams.
  • Leverage Residential Data and Insights to priorities and strategy our areas of focus.
  • Support the development of Residential best practices, tools, and plans for the current and future needs of the properties.
  • Lead the implementation of all corporate residential initiatives into the properties working very closely with Directors of Residences, hotel operations, General Managers etc.
Product
  • Development and management of Resident focused digital experiences, and accountable for the performance and lifecycle of these products.
  • The role will create, own and groom the residence product roadmap, leading conception, planning, implementation and launch while maintaining relations with cross-functional stakeholders.
  • The role will foster collaboration amongst other product owners, and cross-functionally as they represent both the voice of the guest and service provider.
  • Drive Resident and user satisfaction
  • Think for the future and generate leading ideas.
  • Design product innovations and new features
Other
  • Support the Residential Operations team with relevant corporate and global initiatives, including helping define and establish implementation guidelines as part of the pre- and post-opening processes.
  • Assist in Pre-Opening project work as required.
What You Bring:
  • University Degree: Business, Residential, Property Management, or Real Estate Hotel Management
  • Master of Business Administration a plus
  • 8-10+ years of related experience and/or leadership operational roles in luxury hotel and residential projects. Minimum of 3+ years in a similar leadership role.
  • Intermediate/advanced level of hotel and residential management industry and operations
  • Intermediate/advanced understanding of Property Management & Property Operations.
  • Strategic, analytical, and strong business acumen.
  • Advanced level of the branded residential / real estate and vacation home market and industry.
  • Advance level of understanding of technology systems used in operations.
  • Advanced level of understanding of digital experiences
  • Advanced user of Excel, Word, PPT, Visio etc.
Key Skills/Who You Are:
  • Strong interpersonal and relationship-building skills to work with cross-functional teams; to negotiate for resources and influence stakeholders; and to gain acceptance of and commitment to plans, ideas, initiatives.
  • Motivated to work independently with a remote team. Self-starter and resourceful.
  • Ability to implement new policies and procedures better aligning organizational needs.
  • Excellent written and verbal communication skills to prepare and deliver reports, effective presentations and to facilitate meetings.
  • Promoter of a continuous learning environment that creates an atmosphere for professional development opportunities.
  • Serve as a role model for others by demonstrating appropriate business conduct and ethical principles. Continuously seek to improve/develop the performance of others and continuously strive to improve his/her own performance.
  • Excellent analytical skills and strong focus on detail and accuracy.
  • Adept at ideation, structuring of concepts.
  • Effectively problem solve by understanding and fixing the root cause.
  • Excellent verbal and written communication skills.
  • Strong research and fact-finding skills
  • Superior organizational and time management skills.
  • Negotiation and tactical thinking, superior judgment.
  • Ability to work under pressure and manage multiple work streams under minimal supervision Strong problem solving, decision making, conflict resolution and strategic thinking skills.
Travel:
  • As necessary for completing assignments, approximately 45 days per year.
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.
#J-18808-Ljbffr

  • Director, Resident Experience and Digital

    1 week ago

    Old Toronto, Ontario, Canada Four Seasons Hotels Ltd Full time

    Director, Resident Experience and Digital page is loaded Director, Resident Experience and Digital Apply locations Four Seasons Corporate Office Toronto time type Full time posted on Posted 2 Days Ago job requisition id REQ About Four Seasons:Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push...

  • Digital Transformation Director

    1 week ago

    Toronto, Ontario, Canada Apply Digital Full time

    ABOUT APPLY DIGITAL We're a global digital transformation partner for change agents, working to modernize their organizations. Who we help: Our 650+ digital specialists have helped global companies like Kraft Heinz, Moderna, Lululemon, Games Workshop, Atlassian, and The Very Group create business impact.How we help: If you'd like to learn more about Apply...

  • Technology Director

    1 week ago

    Old Toronto, Ontario, Canada Apply Digital Ltd. Full time

    Who we are:We're a global digital transformation partner for change agents. We offer connected thinking to deliver connected results that realize a business' vision.What we do:We empower enterprises to shift to evolving business opportunities, gain powerful insights and deliver experiences that drive growth.Who we help:Our 600+ digital specialists have...

  • Product Management Director

    1 week ago

    Old Toronto, Ontario, Canada Apply Digital Full time

    ABOUT APPLY DIGITALWho we are: We're a global digital transformation partner for change agents, working to modernize their organizations.Who we help: Our 650+ digital specialists have helped global companies like Kraft Heinz, Moderna, Lululemon, Games Workshop, Atlassian, and The Very Group create business impact.What we do: We offer clients end-to-end...

  • Director, Digital Planning

    1 week ago

    Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full time

    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...

  • Director, Digital Planning

    1 week ago

    Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full time

    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...

  • Director, Standalone Residences

    1 week ago

    Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full time

    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...

  • Managing Director, Head of Digital

    1 week ago

    Old Toronto, Ontario, Canada Canadian Imperial Bank of Commerce Full time

    Managing Director, Head of Digital & Client Experience page is loaded Managing Director, Head of Digital & Client Experience Apply locations Toronto, ON time type Full time posted on Posted 6 Days Ago job requisition id W

  • Director, Digital Investment

    1 week ago

    Old Toronto, Ontario, Canada Bassetti Group Full time

    Havas CX Canada | Havas Media is looking for a Director, Digital Investment with minimum 8+ years of experience in Market Research field. This is aFull-timeposition in Toronto, ON, Hybrid with 170K to 180K + salary based on skills and experience. Applicants must have minimum Bachelor Degree to be considered. Learn about Havas CX Canada | Havas Media here...

  • Director, Digital Investment

    1 week ago

    Old Toronto, Ontario, Canada Exodigital Full time

    Havas CX Canada | Havas Media is looking for a Director, Digital Investment with minimum 8+ years of experience in Market Research field. This is aFull-timeposition in Toronto, ON, Hybrid with 170K to 180K + salary based on skills and experience. Applicants must have minimum Bachelor Degree to be co

  • Senior Director of Product Marketing

    1 week ago

    Toronto, Ontario, Canada Delta4 Digital Full time

    The Senior Director, Performance Marketing role at Delta4 Digital is a newly created, pivotal, leadership position reporting into the VP, Strategy & Growth Marketing. This role will oversee our performance marketing channels taking the lead on planning, strategy and execution for our network of enterprise and direct clients. The Senior Director, Performance...

  • Digital Production Specialist

    1 week ago

    Old Toronto, Ontario, Canada Loblaw Digital Full time

    As a Digital Production Specialist, you will collaborate with Design, Copy, and Product team to successfully build and optimize digital experiences across the PCO site and app using Contentful (CMS). You will work in a fast-paced agile pod, prioritizing insight gathering and discovery by executing numerous online experiments. This role will also provide...

  • Director, Digital Marketing Modernization

    1 week ago

    Old Toronto, Ontario, Canada Manulife Insurance Malaysia Full time

    Director, Digital Marketing Modernization Location: Toronto, Ontario, Waterloo, Ontario Job Type: Full Time Posted: Yesterday Job Requisition ID: JR We are a leading financial services provider committed to simplifying decisions and enhancing lives for our customers and colleagues worldwide. Our values guide every aspect of our business, from environmental...

  • Resident and Family Experience Coordinator

    1 week ago

    Toronto, Ontario, Canada Sienna Senior Living Full time

    If you're passionate about leading a team that is, committed to the Team Member Experience and driven by innovation and growth, then join usThe Resident and Family Experience Coordinator is a critical role within our communities as it impacts the lives of residents through the strong leadership and motivation of Sienna team members.As a Resident and Family...

  • Director Resident Services

    1 week ago

    Toronto, Ontario, Canada Covenant House Toronto Full time

    Job Description: Job information Director Resident Services from the Company Covenant House Toronto , this latest Director Resident Services job vacancy is located in the city Toronto, ON located in the country Canada . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this...

  • Director, Digital Product Management

    1 week ago

    Old Toronto, Ontario, Canada Scotiabank Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Title: Director, Digital Product Management Requisition ID: We are committed to investing in our employees and helping you continue your career at Scotiabank. We are looking for a Director, Digital Product Management to spearhead the growth and innovation of our...

  • Director of Product Strategy

    1 week ago

    Old Toronto, Ontario, Canada Apply Digital Ltd. Full time

    ABOUT APPLY DIGITALWho we are: We're a global digital transformation partner for change agents, working to modernize their organizations.Who we help: Our 650+ digital specialists have helped global companies like Kraft Heinz, Moderna, Lululemon, Games Workshop, Atlassian, and The Very Group create business impact.What we do: We offer clients end-to-end...

  • Director, Operational Risk, Digital Banking

    1 week ago

    Old Toronto, Ontario, Canada EQ Bank | Equitable Bank Full time

    Director, Operational Risk, Digital Banking Being a traditional bank just isn't our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking. Our

  • Digital Project Manager

    1 week ago

    Toronto, Ontario, Canada Yeeboo Digital Inc. Full time

    Here's the question - do you want to join a passionate team of technical, marketing and project management experts who are always asking, "What can we do better?"We pride ourselves on continuous improvement through learning, doing and learning some more. Our clients not only look to us for project leadership, strategy and solutions yet they also drive us to...

  • Director Of Resident Care

    1 week ago

    Toronto, Ontario, Canada Mon Sheong Foundation Full time

    Director Of Resident Care Full Time Downtown Toronto Posted 2 months ago Position Summary: Reporting to the Administrator of Mon Sheong Home for the Aged, the incumbent is responsible for leading, organizing, and managing the nursing and personal care services within the Home, while ensuring that required legislations are being met. The DORC will...