Customer Experience Manager
3 weeks ago
Four Seasons Hotels and Resorts is a global luxury hotel management company with a commitment to supporting cancer research and advancing diversity, inclusion, equality, and belonging. Our company culture enables everything we do, and we believe in recognizing familiar faces, welcoming new ones, and treating everyone with respect and kindness.
About the RoleWe are seeking a proactive and versatile Manager, Customer Experience who will take charge of the technical implementation of our customer experience enhancements. This role will focus on guest sentiment analysis and activation projects, requiring close collaboration with cross-functional teams to integrate systems and oversee systems integrations and core platform management.
Key Responsibilities- Define and monitor key metrics to track and manage the health of the customer database used for guest sentiment analysis and activation efforts.
- Manage business rules and processes for customer subscriptions within the CX system, ensuring accurate and compliant database management.
- Ensure privacy and security compliance (e.g., GDPR, CASL) for the customer database, collaborating with Commercial and legal teams as needed.
- Provide guidance and support to technical teams and developers on best practices for database management and CX system utilization to optimize guest profile building and lead generation initiatives.
- Collaborate with commercial teams to implement database enhancements, integrations, and optimizations that support guest profile building and lead generation efforts.
- Partner with marketing and operational stakeholders to understand guest targeting and recognition needs, developing capabilities and processes to deliver personalized guest experiences.
- Develop and implement a guest satisfaction strategy focused on building comprehensive guest profiles to enhance analytics, targeting, and recognition across channels.
- Spearhead implementation projects related to the strategy, working closely with cross-functional teams to ensure successful execution.
- Exceptional communication skills, interacting professionally and effectively with all levels of management and external contacts.
- Proactive problem-solving and initiative, taking initiative to address unexpected issues and seeing tasks through to completion.
- Productive and flexible approach, self-starter with a cooperative attitude, receptive to challenges, and capable of managing project budgets effectively.
- Technical proficiency and project management, translating business requirements into technical solutions and experienced in identifying use cases and requirements for MarTech solutions.
- Program management expertise, demonstrating strong program management skills in delivering complex software and operational projects.
Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. We offer a hybrid working model, requiring 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario.
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