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Customer Experience Manager

2 months ago

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

Four Seasons Hotels and Resorts is a global luxury hotel management company, renowned for its exceptional service and commitment to excellence. Our company culture is built on a foundation of teamwork, innovation, and a passion for delivering unforgettable experiences to our guests.

About the Role

We are seeking a highly skilled Customer Experience Manager to join our team in Toronto. As a key member of our Digital IT department, you will be responsible for driving the technical implementation of our customer experience enhancements, focusing on guest sentiment analysis and activation projects.

Key Responsibilities
  • Database Management and Compliance: Define and monitor key metrics to track and manage the health of the customer database used for guest sentiment analysis and activation efforts.
  • Guest Profile Development and Integration: Collaborate with commercial teams to implement database enhancements, integrations, and optimizations that support guest profile building and lead generation efforts.
  • Guest Satisfaction Strategy and Implementation: Develop and implement a guest satisfaction strategy focused on building comprehensive guest profiles to enhance analytics, targeting, and recognition across channels.
Requirements
  • Exceptional Communication Skills: Interact professionally and effectively with all levels of management and external contacts.
  • Proactive Problem-Solving and Initiative: Take initiative to address unexpected issues, see tasks through to completion, and be proactive in finding solutions.
  • Technical Proficiency and Project Management: Translate business requirements into technical solutions, identify use cases and requirements for MarTech solutions, and manage project budgets.
What We Offer

As a Customer Experience Manager at Four Seasons, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. We offer a competitive salary, comprehensive benefits package, and a hybrid working model that allows for flexibility and work-life balance.