Analyst, Loyalty

7 days ago

Old Toronto, Canada Four Seasons Hotels Ltd Full time

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.

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.

Analyst, Loyalty

Four Seasons is on a path to reimagine loyalty in luxury hospitality. This exciting role on our Loyalty & Insights team will support the design and roll out of initiatives that drive guest retention and lifetime value across all facets of the Four Seasons guest experience.

The Loyalty Analyst will lead quantitative & qualitative analysis to identify/validate that opportunities are financially and operationally viable within the guest journey. This role will also support in the design, implementation, and impact measurement of loyalty initiatives such as customer lifecycle management and recognition programs.

As part of their role, this person will be an important component of the development of Loyalty & Insights capabilities at Four Seasons and will be expected to work in close collaboration with multiple functions.

What You’ll Be Doing:

Data Analysis and Insights

  • Analyze guest-level data to understand guest behavior and identify insights and recommendations for the development of loyalty initiatives.
  • Forecast the financial and operational impact of future loyalty initiatives.
  • Support thought leadership in loyalty by monitoring larger market developments, identifying opportunities for new initiatives and enhancements.

Program Support and Execution

  • Provide day-to-day support for loyalty initiatives, ensuring seamless execution across the Four Seasons ecosystem.
  • Contribute to the design and delivery of loyalty initiatives, working closely with cross-functional teams to test and iterate on concepts.
  • Collaborate with IT, Data, and Digital team members to translate loyalty concepts to business requirements.
  • Partner with hotel operations and global hospitality to bring loyalty to life on property, through development of journey maps, service blueprints, procedures, and operating playbooks.

Performance Measurement and Reporting

  • Analyze the impact of loyalty initiatives on the guest experience and commercial KPIs.
  • Produce and distribute reports on loyalty performance to various stakeholders.
  • Create clear and compelling presentations on loyalty performance with key findings and actionable insights.

What You Bring:

  • Bachelor’s degree in business or equivalent is required.
  • 2+ years of experience in consulting, strategy, business intelligence, or product/program management.
  • Experience using analytics and BI reporting platforms (Alteryx, SQL, Power BI, Tableau, etc.)
  • High proficiency in Excel and PowerPoint
  • Experience in hospitality, customer loyalty, and/or luxury is an asset.

Who You Are:

  • Strategic problem solver: Able to understand ambiguous problems and perform quantitative and qualitative analysis to identify solutions.
  • Data-driven storyteller: Experience in translating data into compelling presentations with actionable insights & recommendations
  • Effective communicator, both written and verbal: Can create effective and engaging communication material and present to a variety of stakeholders.
  • Team-oriented: Active contributor who enjoys working with others and proactively seeks feedback.
  • Customer obsessed: Approaches opportunities and issues from the perspective of our guests, keeping them at the center of our work.
  • Outcomes-focused: Dedicated to the achievement of key objectives and performance metrics.

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.

Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.

#J-18808-Ljbffr

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