Customer Experience Manager

3 weeks 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 highly skilled Manager, Single View of Customer to join our Global Commercial Organization. This role will play a critical part in shaping our CRM strategy to enable personalization through better analytics, guest targeting, recognition, and omnichannel experiences.

Key Responsibilities
  • Develop a comprehensive CRM strategy to drive a single view of the customer, enabling better analytics, guest targeting, and recognition.
  • Identify and vet potential vendors to fill gaps in our MarTech stack, ensuring seamless data unification, marketing automation, and other essential capabilities.
  • Outline expected costs and potential benefits of implementing the CRM strategy, ensuring buy-in across all levels of the organization.
  • Lead CRM strategy implementation projects, partnering with the Insights team on guest segmentation and target guest growth.
  • Own targeting and activation support across the organization, identifying key insights to drive incremental sales through next best action and selling strategies.
  • Manage the marketable database, defining key metrics to track, monitor, and manage its health, and ensuring compliance with marketing privacy laws (GDPR, CASL, CCPA, PIPL).
Requirements
  • University or college degree in Business or Marketing required.
  • A minimum of 6+ years' experience working within a CRM role, with a proven track record in CRM strategy, customer experience, omnichannel marketing, and consumer insight.
  • Previous project management experience highly desired, with strong project management skills, including budgets.
  • Experience leading a team of direct reports and cross-functional stakeholders, with a deep understanding of CRM and marketing automation platforms.
  • Strong communications and interpersonal skills, with the ability to deal professionally, courteously, and effectively with all levels of management and other internal and external business contacts.
What We Offer

Four Seasons is committed to providing a world-class employee experience and company culture. This role will be a Hybrid working model, requiring 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario. We are an equal opportunities employer and welcome applications from diverse candidates.

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