Data-Driven CRM Manager

2 weeks ago

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

At Four Seasons Hotels and Resorts, we are committed to delivering exceptional guest experiences through a world-class employee experience and company culture. We are seeking a highly skilled Customer Experience Strategist to join our Global Commercial Organization and shape our CRM strategy to enable personalization through better analytics, guest targeting, recognition, and omnichannel experiences.

The ideal candidate will be a big picture thinker obsessed with customer experience, with a proven track record in CRM strategy, customer experience, and omni-channel marketing. This role will involve developing strategy along with partners, selling benefits of implementing the strategy, outlining how data will be turned into actionable insights to drive guest targeting and recognition efforts, and acting as the marketing lead for implementation projects.

Key Responsibilities
  • Develop a strategy to get to a single guest view that enables better analytics, guest targeting, and recognition, and omnichannel experiences.
  • Identify and vet potential vendors to fill gaps as needed in MarTech stack to deliver on vision (data unification, marketing automation, etc.).
  • Outline expected costs and potential benefits of implementing CRM strategy.
  • Create buy-in across all levels of the organization for CRM strategy.
  • Lead CRM strategy implementation projects.
  • Partner with Insights team on guest segmentation and target guest growth.
Requirements
  • University or college degree in Business or Marketing required.
  • A minimum of 6+ years' experience working within a CRM role.
  • Proven track record in CRM strategy, customer experience, omni-channel marketing, and consumer insight.
  • Previous project management experience highly desired (project management skills including budgets).
  • Experience in a fast-paced environment an asset.
  • Experience leading a team of direct reports and cross-functional stakeholders.
What We Offer

Four Seasons Hotels and Resorts offers a dynamic and collaborative work environment, with opportunities for professional growth and development. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario.

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