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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 with a commitment to delivering exceptional guest experiences. Our company culture is built on the principles of recognizing and welcoming individuals, treating everyone with respect, and creating lasting impressions.

About the Role

We are seeking a Manager, Customer Experience who will be responsible for the technical implementation of our customer experience enhancements. This role will focus on guest sentiment analysis and activation projects, requiring close collaboration with cross-functional teams to integrate systems and oversee systems integrations and core platform management.

Key Responsibilities
  • Define and monitor key metrics to track and manage the health of the customer database used for guest sentiment analysis and activation efforts.
  • Manage business rules and processes for customer subscriptions within the CX system, ensuring accurate and compliant database management.
  • Ensure privacy and security compliance for the customer database, collaborating with Commercial and legal teams as needed.
  • Provide 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.
Requirements
  • 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.
What We Offer

Four Seasons is committed to providing a world-class employee experience and company culture. We offer a hybrid working model, with 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario. We are an equal opportunities employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.