Manager, CRM – Single View of Customer | Four Season

Job Description

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.

Manager, CRM – Single View of Customer

Four Seasons has an exciting opportunity in the Global Commercial Organization for a Manager, Single View of Customer within the CRM team.

The Manager, Single View of Customer will join the CRM team at an exciting time! This candidate will work with a cross-functional team on shaping the CRM strategy to enable personalization through better analytics, guest targeting, recognition, and omnichannel experiences.

The Manager, Single View of Customer is a big picture thinker obsessed with customer experience. This role will be responsible for 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.

The Manager, Single View of Customer will also manage the marketable database including reporting on health of database, acquiring email leads, and ensuring compliance to privacy and security policies.   

What You’ll Be Doing:

CRM Strategy to drive a single view of customer

• 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

Own Targeting and Activation Support across the organization

• Identify key insights to drive incremental sales through next best action and selling strategies.
• Outline how data will be turned into actionable information and insights to drive guest targeting and recognition efforts and deliver the future state experience.
• Partner with marketing and operation stakeholders across the organization to understand their targeting/recognition needs and build out capabilities/processes to deliver.
• Leverage SFMC Journey Builder to develop multi-channel campaigns.

Own Marketing Database, Subscriptions and Compliance

• Define key metrics to track, monitor and manage health of marketable database.
• Develop and execute on email address acquisition campaigns to drive qualified email leads in partnership with marketing stakeholders across the organization.
• Manage business rules for marketing subscriptions.
• Ensure privacy and security compliance on marketing database (GDPR, CASL, etc.)

What You Bring:

• 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.
• Able to identify use cases and requirements for MarTech solutions.
• Experience implementing new programs or technical solutions.
• Deep understanding of CRM
• Strong communications/interpersonal skills

Who You Are:

• Effective 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.
• Proactive Self-Starter: Delivers results while managing multiple priorities with lean resources in a dynamic and ever-changing environment; resilient and can operate autonomously.
• Creates Buy-In: Develops strong relationships across all functions and management levels, generating continuous collaboration, iteration, input, and buy-in from others. 
• 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.
• A positive and professional attitude
• Proactive and solution driven.

Technical Skills:

• Proficiency in SQL
• Familiar with PowerBI
• Knowledge of Salesforce and Salesforce Marketing cloud highly desired
• Familiar with Marketing Automation platforms
• Familiar with marketing privacy laws (GDPR, CASL, CCPA, PIPL)
• Knowledge of business and marketing practices highly desired
• Proficiency in Word, Excel and PowerPoint required

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 #LI-Hybrid

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.