CRM Manager

1 month 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 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 omnichannel experiences.
  • Outline expected costs and potential benefits of implementing our 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 in a fast-paced environment, leading a team of direct reports and cross-functional stakeholders, and identifying use cases and requirements for MarTech solutions.
  • Deep understanding of CRM, with strong communications and interpersonal skills.
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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