Digital Ecommerce Manager, Luxury Hospitality

6 days 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. We operate over 120 hotels and resorts across 47 countries worldwide. Our commitment to supporting cancer research and promoting diversity, inclusion, equality, and belonging drives our social impact programming.

We believe in creating a world-class employee experience and culture that enables us to deliver exceptional guest experiences. Whether you work with us, stay with us, live with us, or discover with us, we strive to create lasting impressions that reflect our values of recognizing familiar faces, welcoming new ones, and treating everyone with respect.

About the Role

The Retail Ecommerce Manager will be an integral part of our world-class team at Four Seasons global headquarters. Reporting to the Director, Global Ecommerce, this role requires a seasoned ecommerce professional who can drive performance and manage the ecommerce journey and platform.

This individual will oversee the end-to-end ecommerce experience for shop.fourseasons.com and future international expansions. Key responsibilities include business oversight, KPI management, website management/optimizations, user experience, partner oversight, and customer experience.

They will develop and implement digital product roadmaps, driving key KPIs and goals. This role also involves managing external stakeholders, including operations partners, web developers, customer service, and operations teams.

Key Responsibilities
  • Support ecommerce P&L, budget, forecasting, and planning.
  • Operationalize new business developments.
  • Manage external operations partner and agency relationship.
  • Oversight of partner operations (customer service, logistics).
  • Contribute to monthly and quarterly reporting and stakeholder management meetings.
Requirements
  • A bachelor's degree in business, ecommerce, or a related field. An MBA is an asset.
  • Minimum 5 years of ecommerce experience.
  • Strong understanding of commerce business management.
  • Strong understanding of KPIs, forecasting, and reporting.
  • Strong understanding of front-end, back-end, and middleware software development on web, mobile app, and other platforms.
  • Strong understanding of user experience and digital product design.
  • Proven ability to manage overarching ecommerce business.
  • Proven track record in ecommerce, user experience, and web analytics.
  • Experience working closely with IT, developers, designers, and analytics teams.
  • Proficiency with Shopify ecommerce platform.
  • Knowledge in working with Adobe Analytics, Google Analytics.
  • Familiarity with accessibility and privacy laws (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL, PCI).

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