CAREERS & JOBS (LOYALTY & CX)

Four Seasons is hiring: Director, Guest Loyalty and Digital Program Management

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Director, Guest Loyalty & Digital Program Management

The Director, Guest Loyalty & Digital Program Management will support the SVP of Guest Loyalty & Digital in organizing the Guest Loyalty & Digital functions and their associated roadmaps at Four Seasons. This candidate will work cross-functionally to design and establish overarching governance processes, facilitate performance reporting, and coordinate and manage key complex strategic projects (e.g. personalization). The Director is a big picture thinker but is more focused on bringing the big picture to life via tactical organization and execution.

This role will be responsible for establishing and managing the integrated Guest Loyalty and Digital roadmap and supporting the SVP Guest Loyalty & Digital in executing their agenda while delivering on budget and on time. This includes the timely identification of risks and issues, as well as supporting working cross functionally to identify appropriate solutions. The Director will work with various teams including Commercial Transformation, and Office of the CEO to coordinate governance and reporting requirements as it relates to the delivery of Four Seasons strategic plan.

What You’ll Be Doing

Roadmap Definition & Maintenance

• Maintain and manage Guest Loyalty & Digital roadmap.
• Create and adjust workstreams within roadmap as necessary.

Governance & Program Management

• Establish governance structure to provide roadmap oversight.
• Identify and flag key risks and issues.
• Manage issue resolution.

Performance Management

• Identify performance trends and impacts as it relates to KPIs.
• Where necessarily establish performance gap closure plans.
• Provide performance updates / summaries to Office of CEO.

Project Management

• Manage a small selection of critical and complex large cross-functional projects.

What You Bring

• 7+ years of experience in a fast-paced environment.
• Bachelor’s Degree in Business required.
• Able to build program plans understanding budgeting and resourcing constraints.
• Experience implementing new programs and/or solutions.
• Project management skills including budget management.
• Strong program management skills in delivering complex technical / operational projects.
• Understanding of guest loyalty, digital, CRM, customer experience, and/or clienteling functions.
• Proven track record in guest loyalty, guest insights, digital, CRM, customer experience, clienteling, and/or omni-channel marketing.
• Proven track record of advancement and high performance.
• Experience working with delivery and technical teams including enterprise architects, software. developers, and back-end engineers in connecting complex enterprise systems into consumer-facing products and services.
• Experience and successful track record managing technical, business, and marketing stakeholders across large organizations and leading change management.
• Knowledge in Salesforce / SFMC / CRM.
• Knowledge in SQL, relational and non-relational databases.
• Knowledge in working with Adobe Analytics, Google Analytics, Firfebase, Google Data Studio.
• Familiar with accessibility and privacy laws (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL).
• Familiar with Marketing Automation platforms.
• Knowledge of business and marketing practices highly desired.
• Knowledge of hotel and hospitality processes highly desired.
• Proficiency in Word, Excel and PowerPoint.

Key Skills/Who You Are

• Delivery Success: Proven track record of designing, establishing and managing complex, projects from ideation through to implementation.
• Problem Solver: An ability to quickly break down ambiguous problems no matter the context. The skill to identify root causes at pace and synthesize an approach to problem investigation and resolution.
• Analytical: An ability to interpret data in order to arrive at next level insights and translate into compelling solutions.
• Experience Minded: Laser focused on the guest and end users.
• Excellent Communication: A proven communicator who can easily synthesize and communicate complex messages.
• Create Buy-In: Develops strong relationships across all functions and management levels, generating continuous collaboration, iteration, input, and buy-in from others.
• Proven Strategic thinker.
• Proven leader with a positive and professional attitude.
• Ability to deal professionally, courteously and effectively, with all levels of management and other internal and external business contacts.
• Takes initiative to solve problems and deal with unexpected issues and follow-up to completion.
• Productive self-starter who is flexible, co-operative and receptive to challenge.
• Proactive and solution driven.

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

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

Source: Four Seasons