Job Description

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 companys 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.

Four Seasons is on a path to reimagine loyalty in luxury hospitality. To support this, we have an exciting opportunity for a Loyalty Manager on our Loyalty & Insights team. They will be responsible for supporting the design and roll out of initiatives to drive guest retention and increase lifetime value. Part product manager, part program manager, this role will be at the center of bringing loyalty to life across the Four Seasons network and all facets of the Four Seasons experience. This will require an ability to work in large cross-functional teams and create buy-in through clear and compelling communication, all while keeping the guest at the core of our work.

The manager will work across the organization to lead the detailed design, and to oversee the execution of, various loyalty initiatives, such as lifecycle management and recognition programs. Working with a range of partners in commercial and operational groups, the manager will be accountable to bring into this design a view to operational and financial viability ensuring sustainable contribution to Four Seasons success.

What Youll Be Doing:

Program Management

• Provide day-to-day management and oversight of loyalty initiatives
• Support cross-functional team members across Operations and Commercial to ensure seamless execution of loyalty initiatives across the Four Seasons ecosystem
• Partner with Global Analytics and broader Insights team to develop a data-driven planning and execution cycle
• Champion loyalty across the organization, acting as a SME for other groups
• Support thought leadership in loyalty by monitoring larger market developments and new capabilities

Design & Delivery

• Lead the guest-centric design of loyalty initiatives by working with cross-functional teams
• Test & iterate on concepts to ensure continuous improvement and agility in changing environments, manage pipeline of POCs and pilots
• Work with IT delivery leads and Digital product owners to break down programs into components, ensuring end technology and experiences holistically deliver on the core mandate and objectives
• Partner with hotel operations and global hospitality to bring loyalty to life on property, through development of procedures, operating playbooks, and engagement strategies
• Support the development and execution of an organizational capability plan

Performance

• Communicate and report on program initiatives and performance to senior management and executives
• Support development of case studies and scorecards to highlight the value and contribution of loyalty
• Support development of compelling cases for new initiatives and enhancements
• Champion use of guest & operational feedback in addition to commercial performance in planning

What You Bring:

• 3-5 years experience in product/program management, consulting, or service design
• Bachelor's Degree in Business or equivalent is required.
• Experience in driving customer loyalty, especially in an affluent segment
• Hospitality and/or luxury experience strongly preferred, but not required
• Experience using analytical platforms, including PowerBI
• Proven track record of bringing programs from conceptualization to implementation, managing to constraints such as time, budget, and resourcing.

Who You Are:

• Analytical mindset: Able to structure questions and problems and execute a plan to develop a thorough, clear and substantiated answer
• Effective communicator, both written and verbal: Can create effective and engaging communication material, present to larger groups at various levels of seniority.
• Team-oriented: Someone who relishes working in larger, matrixed teams on fun and interesting work. Proactively seeks feedback and ideas from others
• Agile: Familiar and comfortable working in an agile environment, reacting and responding to changes and new information as it comes
• Multi faceted 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
• Influence leader: Able to work in matrix and informal relationships to generate buy-in/consensus, and motivate teams to deliver
• Customer obsessed: Approaches opportunities and issues from perspective of our guests, keeping them at the center of our work.
• Outcomes focused: Single minded focus on the achievement of key objectives, performance metrics, and critical program outcomes

All internal applications must be submitted and approved in Workday by May 30, 2023

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.

Four Seasons Hotels