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Customer Experience Platform Manager

3 months ago

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

Job Title: Manager, Customer Experience

Company: Four Seasons Hotels and Resorts

About the Company: Four Seasons is a premier luxury hotel management organization operating over 120 properties across 47 nations. The company is dedicated to advancing cancer research, promoting diversity, fostering inclusion, and ensuring equality and belonging.

Job Overview:

The Manager of Customer Experience will play a pivotal role in enhancing guest interactions and satisfaction through strategic initiatives and effective management of customer data.

Key Responsibilities:

  • Oversee Database Management and ensure Compliance with industry standards.
  • Develop and integrate Guest Profiles to enhance personalized experiences.
  • Formulate and implement strategies aimed at improving Guest Satisfaction.

Qualifications:

  • A minimum of 4 years' experience in a Customer Experience or CRM role.
  • Proven track record in lead generation, CRM systems, and omni-channel marketing.
  • Experience in Project Management.
  • Familiarity with Customer Data Platform orchestration tools.
  • Hands-on experience with Customer Experience platforms and Salesforce Marketing Cloud Journey Builder.
  • Bachelor's Degree in Business Administration or Information Technology.
  • Insight into the travel and hospitality sector.

Essential Skills:

  • Outstanding Communication Skills.
  • Proactive Problem-Solving abilities.
  • Adaptable and Productive Work Ethic.
  • Technical Proficiency coupled with Project Management expertise.
  • Strong Program Management capabilities.

Work Environment: This position operates under a hybrid model, requiring presence in the office three days a week.

Four Seasons is committed to providing employment accommodations in line with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.