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Digital Experience Leader
2 months ago
Four Seasons Hotels and Resorts is a global luxury hotel management company, renowned for its exceptional service and commitment to excellence. With over 120 hotels and resorts in 47 countries, we strive to create unforgettable experiences for our guests, residents, and partners.
About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Four Seasons Corporate Office in Toronto. As a key member of our digital team, 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.
- Experience: A minimum of 4+ years' experience working within a CX/CRM role, with a proven track record in CX strategy, lead generation, CRM, omni-channel marketing, and consumer insight.
- Skills: Proven technical proficiency, project management expertise, and experience working with cross-functional teams. Familiarity with CDP orchestration tool capabilities, CX platforms (Medallia, Qualtrics), and Salesforce Marketing Cloud Journey Builder is an asset.
- Education: Bachelor's Degree in Business or IT discipline (Computer Science).
Four Seasons is committed to providing a dynamic and inclusive work environment that fosters growth and development. As a member of our team, you will have the opportunity to work with a talented group of professionals, develop your skills, and contribute to the success of our company.
