Manager, Residential CRM - Four Seasons Corporate Office Toronto

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, Residential CRM

Four Seasons has an exciting opportunity in the Global Commercial Organization for a Manager, Residential CRM within the CRM team.

The Manager, Residential CRM will join the CRM team at an exciting time! This candidate will work with a cross-functional team on building and operationalizing a new lead generation capability for the residential business. You will be shaping the CRM lead generation strategy to enable personalization through better analytics, guest targeting, recognition, and omnichannel experiences.

The Manager, Residential CRM is a big picture thinker who loves connecting the dots and is obsessed with customer experience. This role will be responsible for developing strategy along with partners, selling benefits of implementing the strategy, implementing technology/programs and leading day-to-day operations.

The Manager, Residential CRM will also manage the marketable database including reporting on health of database and ensuring compliance to privacy and security policies.

What You’ll Be Doing:

Residential Lead Generation Program

• Develop a lead generation strategy focused on building comprehensive guest profiles to enhance analytics, targeting, and recognition across channels.
• Spearhead implementation projects related to residential lead generation strategy.
• Partner with Insights team on residential guest segmentation and target guest growth.
• Partner with marketing team to develop and execute on acquisition campaigns to drive qualified
• residential buyers.

Residential Guest Profiles

• Collaborate with residential team/developers to implement database enhancements, integrations, and optimizations to support lead generation and guest profile building initiatives.
• Partner with marketing and operation stakeholders across the organization to understand their residential targeting/recognition needs and build out capabilities/processes to deliver.
• Leverage SFMC Journey Builder to develop multi-channel campaigns.

Own Residential Marketing Database, subscriptions, and Compliance

• Define key metrics to track, monitor and manage health of residential marketable database.
• Manage business rules for residential marketing subscriptions.
• Ensure privacy and security compliance on marketing database (GDPR, CASL, etc.)
• Provide guidance and support to residential team/developers on best practices for database management and CRM system utilization.

What You Bring:

• University or college degree in Business and/or Marketing is required.
• A minimum of 6+ years’ experience working within a CRM role.
• Proven track record in CRM strategy, lead generation, customer experience, omni-channel marketing and consumer insight.
• Previous project management experience highly desired.
• Experience in a fast-paced environment an asset.
• 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.
• Able to identify use cases and requirements for MarTech solutions.
• Experience implementing new programs or technical solutions.
• Deep understanding of CRM and lead generation

Key Skills/Who You Are:

• “Athletic” 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.
• Create Buy-In: Develops strong relationships across all functions and management levels, generating continuous collaboration, iteration, input, and buy-in from others.
• Strong communications/interpersonal skills
• Project management skills including budgets.
• 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

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.