Director, IT Sales Applications

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.

The Director, IT Sales Applications, leads a team of managers, analysts, vendors and consultants as required, to achieve the Sales & Strategic Partner roadmap and priorities, lead project decisions and delivery, lead day to day platform and environment operations and grow the team’s collective skills capability.

The role is the IT Business Partner for the Global Sales, Strategic Partner + Sales Operations. The Director will oversee requirements intake into the IT department, and orchestrates IT, project sponsors, daily stakeholders, and any vendor partners to deliver value and achieve results.

The Director manages cross functional teams, oversees existing environment operations and stability, and leads projects of varying size – across Four Seasons’ Tier 1 platforms for B2B CRM, Enterprise BI, ICM (incentive compensation management), Loyalty/Recognition and Collaboration. This includes developing business requirements and technical specifications, navigating current and future state options and transitions, managing IT financial responsibilities, monitoring and guiding platform operations and support, leading platform-related data, governance, and process initiatives, and leading testing, delivery and retrospective reviews as required.

The role also includes all aspects of people management in support of the above.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Senior Director of Business Intelligence & Sales Applications, IT. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing Strategy and Planning:

• Leads IT contribution to the Sales & Strategic Partner technology roadmap – within context of our Four Seasons enterprise strategic plan.
• Represents and effectively communicates Sales’ & Strategic Partner priorities to IT.
• Represents and effectively communicates platform considerations, decisions, risks, options, opportunities, TCO to Sales’ and IT leadership.
• Leads effective resource planning and allocation toward Business Unit needs.
• Contributes to Sales + Strategic Partner architecture and decision process.
• Creates and manages a cadence of communications, intake planning and resource and key project planning with BU stakeholders.

Operational and Systems Management:

• Proactively manages platform operations, availability, support queues and the teams responsible for these, identify new solutions, approaches and processes as required.
• Lead and manage internal teams, vendors, and consultants to achieve Business Unit and broad Four Seasons’ needs.
• Optimizes the operating environment to deliver reliable, scalable, well-crafted and supportable business solutions.
• Grows and maintains an in-depth knowledge of sales technology, tools, and systems, including Four Seasons’ platforms and comparable market solutions.
• Leads, prepares, and manages Capital & Operating project budgets, including timely budget updates and using proactive cost management processes.
• Partners with business leads to support and implement communications, process, training, and best practices to support business related applications.

Project & Delivery Management:

• Leads team for discovery efforts and requirements gathering and prioritization on a project-by-project basis.
• Lead IT and business unit efforts to determine project budgets, phases, workstreams, impacts, risks, outcome criteria, metrics and resources required.
• Facilitate evaluation and analysis options with Business Unit stakeholders to select reliable, scalable, well-architected, and supportable business solutions.
• Lead delivery management via internal teams and/or our consulting and vendor partners.
• Conducts x-functional retrospective reviews post project completion.

Vendor Management:

• Proactively establishes strong vendor partner relationships for best understanding and implementation of vendor offerings in achievement of Business Unit objectives.
• Manage appropriate cadence of monthly and/or quarterly vendor communications.
• Holds vendor accountable for achieving committed objectives and outcomes in Four Seasons’ best interest.

Team Management:

• Demonstrates leadership in Four Seasons’ commitments to DEI (Diversity, Equity, and Inclusion), our EVOLVE Framework, and the Golden Rule.
• Leads development of individual skills and organizational capabilities.
• Creates and fosters “one team” mentality with stakeholders, vendors, and extended IT team members.
• Conducts performance reviews to ensure growth and efficient operation of the team.
• Leads and coaches on all aspects of hiring, training, development, evaluation, talent management, compensation, etc., including attracting and retaining top talent at Four Seasons.

Relationship Management:

• Lead strong relationships with BU, all cross-functional stakeholders and within IT.
• Manage and maintain positive on-going relationships with our consultants and vendor partners.
• Addresses areas of challenge or disagreement in professional and proactive fashion.

Who You Are

• Strong organizational skills, with keen attention to detail and ability to lead and organize work, across multiple teams, aspects, and inputs.
• Strong oral and written communication skills, strong presentation skills, with ability to create vision and buy-in.
• Strong abilities to generate options and problem solve in difficult situations.
• Highly self-motivated and directed.
• Ability to effectively prioritize and execute tasks while under pressure.
• Proven experience with business requirements analysis, verification, and methodology development.
• Experience overseeing complex environment operations and stability.
• Experience overseeing the design, delivery and implementation of business solutions, systems, and products.
• Demonstrated project management skills including planning, organizing, and managing resources.
• IT financial skills including ROI, Total Cost of Ownership, annual & project budget, capital & operating principals.
• Understanding of application development and software development life cycle concepts.

What You Bring

• College diploma or university degree in Information Systems, Computer Science, Engineering or Business Administration.
• 10-15 years IT and Sales-related IT experience, in both hands on and leadership roles, demonstrating proven IT team management, stakeholder relationship management, complex project delivery, innovation, and run operations management skills.
• Platform experience will include a highly integrated Salesforce or other CRM, extensive Azure/Power BI reporting, an incentive compensation management solution such as Xactly or Varicent, Marketo, data pipelines, legacy replacement, SQL server, Python, Java, C/C#.
• Prior people management and development experience is a must have.
• Experience and knowledge of: Architecture, roadmap, systems integration principles, Salesforce Administrator, Data Architect, B2B/B2C Solution Architect Certifications.

All internal applications must be submitted and approved in Workday by August 14, 2024.

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.

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