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 130 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, Guest Profile Enablement
The Manager, Guest Profile Enablement provides an end-to-end data stewardship service that safeguards the accuracy, quality, consistency and security of Guest Profile data and manages Guest Profile initiatives across Four Seasons.
The Manager, Guest Profile Enablement, is also responsible for ensuring Guest Profile data is AI-ready across the enterprise platforms. Manager, Guest Profile Enablement operationalizes data governance to enable consistent, high-quality, and well-contextualized data that supports advanced analytics and AI use cases. The Manager, Guest Profile Enablement, leverages AI-enabled tools and automation to improve stewardship processes including data quality monitoring, metadata management, issue triage, lineage maintenance, and documentation. The role enables Commercial, Operations, Marketing, Product Management, Technology, Data & Analytics, Privacy, and Enterprise Data Governance teams to ensure Guest Profile data can be confidently used for personalized Guest engagement, analytics platforms, AI agents, copilots, and intelligent automation solutions.
Under the direction of the CRM Leaders and Data Governance, this role implements and enforces the established data governance framework to clean, enrich and maintain Guest Profile Data, enterprise wide across all LOBs
- The role is responsible for establishing Guest Profile business standards, driving data quality improvements, prioritizing enhancement opportunities, defining business requirements, measuring business outcomes, and ensuring Guest Profile capabilities evolve in alignment with Four Seasons' guest engagement strategy.
- This position plays a critical role in enabling a single, trusted view of the guest across the Four Seasons ecosystem while ensuring data is prepared to support future personalization, AI, clienteling, and digital guest experience initiatives.
What You’ll Be Doing:
- Deliver on the enterprise Guest Profile strategy and roadmap.
- Serve as business owner for Guest Profile capabilities and related initiatives.
- Lead Guest Profile enhancement initiatives from concept through implementation and collaboration across departments.
- Define Guest Profile priorities aligned with Commercial CRM objectives.
- Establish and govern Guest Profile business standards and data definitions.
- Develop and monitor Guest Profile KPIs and performance measures.
- Drive improvements in guest profile completeness, accuracy, and usability.
- Lead initiatives to improve preference capture and guest recognition.
- Partner with hotels and operational teams to improve guest profile adoption.
- Collaborate with Product Managers to prioritize future enhancements.
- Define business requirements and acceptance criteria for Guest Profile initiatives.
- Support clienteling and personalization initiatives through trusted guest data.
- Support opportunities to improve business processes through automation and AI.
- Ensure Guest Profile data supports analytics, reporting, personalization, and AI use cases.
- Represent Guest Profile interests within enterprise governance forums.
- Partner with Privacy and Security teams to ensure compliance requirements are met.
- Communicate initiative progress, risks, and outcomes to senior leadership.
- Drive organizational awareness and adoption of Guest Profile best practices.
- Implement data governance policies, standards, and controls issued by the Hub within Guest Profile applications and workflows, and other data stores.
- Translate hub-defined expectations into specific Operational procedures and documentation.
- Monitor data across data quality dimensions using Hub-provided tools and scorecards with Informatica or integrated apps.
- Partner with data quality team to Log, triage, and coordinate the remediation of data quality issues, escalating to the Hub when enterprise-wide action is required.
- Support the maintenance of master and reference data for Finance in accordance with CRM Data Governance guidelines.
- Validate new or changed data to ensure compliance before it is shared across the organization.
- Ensure, with key stakeholders, data is trusted, consistently defined, well-documented, and enriched with metadata, lineage, quality indicators, and business context required to support reporting, analytics, AI agents, copilots, and intelligent automation solutions.
- Support data teams who will leverage AI-enabled capabilities to accelerate metadata documentation, data classification, issue investigation, root-cause analysis, stewardship reporting, data governance processes, user access to trusted data and knowledge management activities.
- Partner with product teams, AI solution teams, and data engineering teams to identify and remediate data readiness gaps that may impact AI and advanced analytics initiatives.
- Serve as the primary contact for Guest Profile Data with the ability to represent it across all LOBs enterprise wide.
- Educate impacted Four Seasons staff on enterprise Guest Profile Data quality rules and promote best practices to build a culture of stewardship across the enterprise.
- Provide feedback to the Hub and primary stakeholders on practical challenges, helping refine standards based on real Guest data use cases.
What You Bring:
- Bachelor's degree in business, Hospitality, Marketing, Information Management or related field. (MBA an asset).
- 7+ years in CRM, Clienteling, Guest Experience, Loyalty, Product Management, Commercial Operations, Data Management, or related disciplines.
- Experience leading business initiatives involving customer or guest data.
- Experience managing enterprise CRM, Clienteling, Guest Profile, Customer Data Platform (CDP), or customer master data capabilities.
- Strong understanding of hospitality guest journeys and personalization strategies.
- Experience defining business requirements and leading cross-functional initiatives.
- Experience developing business cases, KPIs, adoption plans, and operational reporting.
- Experience working with commercial, hospitality operations, technology, analytics, and data governance teams.
- Experience leveraging AI and analytics to improve guest engagement and business performance.
- Strong understanding of data quality concepts and data management frameworks (e.g., DAMA) and enterprise data lake environments.
- Strong understanding of Guest data related regulations and compliance requirements.
- Familiarity with informatica or similar data governance or data management technologies would be an asset.
- Excellent collaboration and communication skills to bridge enterprise and departmental needs.
- Analytical mindset with the ability to translate data into actionable insights.
- Familiarity with how guest data supports AI, machine learning, generative AI, and intelligent automation use cases.
- Experience using AI-enabled productivity, analysis, or governance tools to improve efficiency and decision making.
- Experience in projects developing prompts, automations, or AI-assisted workflows is considered an asset.
Guest Profile & Clienteling Expertise
- Strong understanding of Guest Profile management, Clienteling, CRM, guest recognition, preference management, and customer identity concepts.
- Familiarity with hospitality guest journeys, personalization strategies, and guest engagement processes.
- Understanding of guest data domains including profile information, preferences, stay history, communication preferences, and recognition attributes.
- Establish clear expectations and timelines for data implementation, quality checks, issue remediation, and reporting.
- Handle multiple demands by re-prioritizing quickly when critical deadlines require it.
- Consistently deliver on commitments on time and within agreed service levels.
Data, Architecture, Reporting/ Analytics, AI Readiness Skills
- Experience with CRM tools.
- Monitor data quality rules and scorecards using enterprise data quality solutions.
- Understanding of enterprise data lake concepts, data integrations, APIs, and guest data flows across operational and analytical platforms.
- Familiarity with data security, privacy, and consent management concepts supporting guest information.
- Experience using Power BI, Tableau, or similar platforms.
- Ability to create ad hoc dashboards that communicate guest profile quality metrics and trends.
- Experience preparing executive and operational reporting.
- Working knowledge of enterprise governance practices.
- Awareness of GDPR, CCPA, and global privacy regulations governing guest information.
- Understanding data requirements for generative AI, AI agents, personalization engines, and intelligent automation solutions.
- Familiarity with Microsoft Copilot, enterprise AI governance concepts.
- Ability to support assessment of Guest Profile data for AI readiness and recommend improvements.
- Preferred: Experience using AI-enabled tools to improve stewardship productivity and governance effectiveness.
- Preferred: Experience with data catalog, metadata management, and governance platforms.
- Preferred: Proficiency in SQL or other query languages to profile and validate data.
- Preferred: Understanding of semantic models, knowledge management, metadata enrichment, and retrieval techniques used by AI systems.
Who You Are:
Leadership
- Demonstrates high personal and professional integrity when handling sensitive guest information.
- Takes ownership of guest data quality and governance initiatives through to resolution.
- Is results-oriented and committed to delivering accurate, trusted guest data.
- Maintains composure and effectiveness when priorities shift or issues arise.
Business / Analytics Skills
- Understands guest engagement, clienteling, personalization, and recognition business processes.
- Translate enterprise governance standards into practical business processes.
- Navigates ambiguity and complex guest data ecosystems to provide clarity and actionable guidance.
- Manages multiple data quality initiatives and business improvement efforts simultaneously.
- Apply strong process management skills to implement repeatable and auditable controls.
- Comfortable working in an agile environment with Product, Operations, Technology, and Data teams.
- Apply strong process management skills to implement repeatable, auditable controls for master and reference data.
- Comfortable working in an agile environment, iterating quickly with Finance, IT, and the Data Governance Hub.
Collaboration and Communication Skills
- Listen carefully to stakeholders and clarifies data requirements before acting.
- Prepare clear, concise documentation and scorecards that explain data lineage, quality metrics, and remediation progress.
- Uses visual storytelling - dashboards, process maps, and presentations - to highlight key insights, opportunities and issues for decision makers.
- Work productively in a matrix environment, balancing Finance priorities with enterprise governance requirements.
- Serve as the primary liaison between the Commercial, Ops spoke and the Technology and Data Governance Hub, sharing feedback and surfacing local challenges.
- Actively seek input and ideas from enterprise stakeholders to drive continuous improvement and reinforce the power of the team.
- Collaborate activation of data with exceptional attention to detail.
- Provide colleagues with the guidance and tools needed to improve data quality.
- Acknowledge and celebrate contributions from partners who strengthen data activation and stewardship practices.
- Build trust and credibility across teams by being approachable and solution oriented.
- Support CRM leadership to present leadership status updates, opportunities and risks with proposed solutions
Salary Range: $100,000 - $120,000 CAD + additional rewards as part of the total compensation package.
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
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.
