Manager, Customer Experience PlatformWe are seeking a Technical Manager to lead the implementation and evolution of Customer Experience platforms, with a strong focus on Qualtrics and guest sentiment programs. This role combines platform ownership, technical delivery, and team leadership, working across business and technology functions. The Manager will oversee system integrations, vendor partnerships, and platform strategy while leading a team to deliver scalable personalization and sentiment-driven experiences.
This role is based in our temporary location of 20 York Mills Rd, then the Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, Personalization & Sentiment Technologies. This role involves interactions with both internal and external stakeholders at various levels.
What You'll Be Doing:Database Management and Compliance- Define and monitor key metrics to track and manage the health of the customer database used for guest sentiment analysis and activation efforts.
- Manage business rules and processes for customer subscriptions within the CX system, ensuring accurate and compliant database management.
- Ensure privacy and security compliance (e.g., GDPR, CASL) for the customer database, collaborating with Commercial and legal teams as needed.
- Provide guidance and support to technical teams and developers on best practices for database management and CX system utilization to optimize guest profile building and lead generation initiatives.
Guest Profile Development and Integration- Collaborate with commercial teams to implement database enhancements, integrations, and optimizations that support guest profile building and lead generation efforts.
- Partner with marketing and operational stakeholders to understand guest targeting and recognition needs, developing capabilities and processes to deliver personalized guest experiences.
- Leverage CRM tools (e.g., Salesforce Marketing Cloud) to build and execute multi-channel campaigns that enhance guest engagement and activation based on guest profiles and segmentation.
Guest Satisfaction Strategy and Implementation- Develop and implement a guest satisfaction strategy focused on building comprehensive guest profiles to enhance analytics, targeting, and recognition across channels.
- Spearhead implementation projects related to the strategy, working closely with cross-functional teams to ensure successful execution.
- Collaborate with Insights teams to analyze segmentation and target guest growth based on data-driven insights.
- Partner with marketing teams to develop and execute acquisition campaigns that drive qualified guest engagement and activation based on CX insights.
What You Bring:- Bachelor's Degree in Business or IT discipline (Computer Science).
- A minimum of 4+ years' experience working within a CX/CRM role.
- Proven track record in CX strategy, lead generation, CRM, omni-channel marketing and consumer insight.
- Previous project management experience.
- Proven track record & thought leadership in bringing the outside in and establishing new processes / ways of working.
- Experience in delivering with internal and external product teams / stakeholders.
- Experience working across cross-functional teams with diverse profile of people, processes and priorities.
- Familiarity / Experience with CDP orchestration tool capabilities.
- Demonstrated experience in taking customer sentiment insights.
- Experience with CX platforms (Medallia, Qualtrics).
- Hands on Experience with building custom workflows within Qualtrics.
- Experience with Salesforce Marketing Cloud Journey Builder an asset.
- Experience building custom dashboard & reporting within platform.
- Familiar with Marketing Automation platforms.
- Experience with MarTech solutions, identifying use cases and requirements.
- Familiarity with marketing automation platforms and privacy laws (GDPR, CASL, CCPA, PIPL).
- Experience with CX platforms (Medallia, Qualtrics).
- Experience with Salesforce Marketing Cloud Journey Builder an asset.
- Proficient in utilizing analytics capabilities such as Adobe, Google, and Power BI.
- Knowledgeable in business transformation methodologies like business process mapping.
- Understanding of CRM, lead generation, and marketing communication.
- Proficiency in Word, Excel, and PowerPoint.
Key Skills/Who You Are:- Exceptional Communication Skills: Interacts professionally and effectively with all levels of management and external contacts. Demonstrates strong communication and interpersonal skills.
- Proactive Problem-Solving and Initiative: Takes initiative to address unexpected issues, sees tasks through to completion, and is proactive in finding solutions.
- Productive and Flexible Approach: Self-starter with a cooperative attitude, receptive to challenges, and capable of managing project budgets effectively.
- Technical Proficiency and Project Management: Translates business requirements into technical solutions. Experienced in identifying use cases and requirements for MarTech solutions, implementing new programs or technical solutions, and managing project budgets.
- Program Management Expertise: Demonstrates strong program management skills in delivering complex software and operational projects.
- Industry Knowledge: Understanding of the travel and hospitality industry is advantageous.
- Leadership and Team Development: Builds and leads high-performing teams.
- Vendor and Stakeholder Management: Effectively manages partners and stakeholders.
- Own the Qualtrics platform ecosystem, including workflows, integrations, and optimization of guest sentiment programs.
- Lead and develop a team of developers and analysts, providing direction, coaching, and oversight.
- Collaborate with Digital Delivery Leads, Product Owners, IT Platform Owners, IT Security, and third-party vendors to drive cross-functional delivery of technical solutions across the customer journey and ensure smooth implementation of the solutions.
- Lead systems integrations to enable seamless data flow and functionality across various platforms enhancing personalized guest experiences.
- Manage central customer databases from a technical perspective, ensuring data unification and integrity.
- Collaborate and coordinate with third-party IT vendors or partners involved in project implementations.
- Provide technical and strategic leadership across CX platforms aligned to CRM and personalization objectives.
- Ensure compliance with privacy and security policies.
- Act as a proactive problem solver, quickly identifying root causes and implementing effective technical solutions.
Salary Range: $85,000 - $125,000 CAD
This role will be a Hybrid working model, which will require 3 days per week at our temporary 20 York Mills Road, Toronto, Ontario location with travel, as needed, to our the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid
