The Manager, Elite Service Marketing is a key contributor to the overall strategy, marketing communications, service and benefits design, business reporting and performance of Four Seasons' global recognition service to drive loyalty and retention of our most loyal and valuable guests.

This role is based in Four Seasons Hotels and Resorts Corporate Office Toronto reporting to Director Best Guest and Customer Recognition and is maternity leave coverage starting early September, 2020 through January, 2022.

As a passionate brand and service advocate for our guest and for Four Seasons, this contract role will focus on executing the strategy, service and benefits design for recognizing consumers consistently and rewarding loyalty across Four Seasons properties & channels globally. The Manager will ensure Four Seasons remains competitive, with a focus on being differentiated with service and benefits.

Working cross-functionally with various disciplines throughout Four Seasons (Operations, Technology, Mobile, Marketing, Sales), the Manager, Elite Service Marketing is a key contact for strategy, innovation, communication initiatives and performance related to this consumer segment.

ROLES AND RESPONSIBILITIES :

Strategy & Execution

• Working with the Director, accountable for delivering the overall strategy for recognizing and driving loyalty of our most loyal and valuable guests consistently across the globe including post-COVID recovery plan
• Oversee competitor analysis, offer strategies and service benefits, consumer research & segmentation, brand positioning, testing, performance, measurement & reporting and governance for the service
• Develop, gain alignment, brief, build, plan and execute loyalty marketing campaign initiatives to deliver against business objectives
• managing the creative process to ensure compelling campaigns that reflect the brand positioning and drive results
• Work with analytics to identify, monitor, engage and nurture different consumer segments within a population to drive desired performance around retention and satisfaction (measured through increased stays and incremental revenue

Reporting & Results

• Build and distribute quarterly guest KPI dashboard to Marketing and Operations senior leadership, including achievements, results and future outlook
• Analyze promotional campaign effectiveness (ROI, etc.), including A/B testing and recommendations to optimize future campaigns
• Ability to align and influence other departments based on desired performance of key metrics
• Work collaboratively with Analytics and Insights teams to better understand guests, support strategy and execute campaigns

Lifecycle and Research

• Define and execute member contact strategy and lifecycle management
• Evolve member communications and benefits accordingly
• Test multiple channels for communicating with different consumer segments (direct mail, voice, chat, emails)
• Keep abreast of best practices and innovations in recognition space, conduct competitive research and apply insights to develop strategies that enhance service benefits, drive incremental revenue and foster brand loyalty

Key Competencies:

• Exceptional communication (written and verbal) and interpersonal (collaborating, coordinating) skills, required to support a diverse team of coworkers, consultants and agencies.
• Excellent project management skills, including budgets
• able to conceive and implement projects from start to finish, manage processes and expectations, and build commitment to deadlines as well as budgets.
• Ability to think critically, innovate creative concepts and evaluate best possible solutions and procedures to deliver results.
• Able to work cross-functionally and influence others

OTHER REQUIREMENTS

• Educational and Professional Requirement"

• Bachelor's degree in marketing or business is required
• Minimum 4-5 years progressive work experience in loyalty and benefits programs, relationship marketing, marketing communications, and/or brand marketing to high value consumers
• Experience with marketing strategy and planning, partnered with analytics and insights to inform strategy and extract results
• Managed business performance and can align teams to action metrics to effect desired performance
• Understanding of high-touch service delivery and operational execution from a relevant background (Financial, Hospitality, Airline, Luxury Travel, Luxury Retailer)
• Guest facing marketing project management experience
• Hospitality, luxury and/or global marketing experience an asset

*All Internal applications must be submitted and approved in Workday by August 7, 2020. All applicants must already hold Canadian work eligibility*

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.