Director, Digital Performance & Adoption - Americas (12 Month Contract)

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.

Director, Digital Performance & Adoption - Americas (12 Month Contract)

The Director, Digital Performance and Adoption Americas, will provide clear accountability and leadership in working with hotels located in the Americas to optimize the performance of their digital direct business, and digital products. This role will partner with the Digital Products organization and properties to uncover regional and local performance optimization opportunities, develop strategies to close performance gaps, and enable the realization of critical performance targets.  Primary areas of performance will include conversion, bookings, ancillary revenue capture, as well as app and chat adoption.

As part of this role, the Director will help develop a thorough digital performance governance program. This will also include the creation, augmentation, and management of digital performance reporting to be used by Americas property teams. 

What You’ll Be Doing:

Performance Management

• Lead digital performance reviews.
• Conduct / champion / lead regular stakeholder management meetings (across corporate, regions, and properties).
• Proactively identify and prioritize areas of opportunity.

Insights & Analysis

• Develop reporting to support performance management.
• Proactively identify areas of opportunity for performance improvement.
• Identify forward looking performance and adoption trends.
• Identify test and learn opportunities, and work with test and learn teams to structure and implement tests.

Solution Development

• Identify innovative digital and digital marketing solutions to close performance gaps.
• Work cross-functionally to bring to life, and enable digital solutions globally, regionally and at property level.

What You Bring:

• Bachelor’s degree in business or equivalent is required.
• 7+ years of work experience in a fast-paced environment.
• Knowledge of business and marketing practices.
• Knowledge in working with Adobe Analytics, Google Analytics, Firebase, Google Data Studio.
• Proficiency in Word, Excel and PowerPoint, Figma, InVision, Canva, Keynote, and Adobe Creative Cloud required.
• Knowledge in SQL, relational and non-relational databases.
• Knowledge of Front-end development and mobile app development.
• Proven track record in digital performance management and performance optimization.
• Experience in building workable digital marketing solutions to improve performance.
• Experience standing up processes and policies.
• Strong understanding of User experience and Digital Product Design.
• Strong program management skills.
• Experience in business intelligence and developing reporting.
• Strong understanding of Ecommerce best practices; A/B testing; and analytics platforms.
• Experience in digital product management, ecommerce, and/or digital applications.
• Experience leading other digital managers and analysts.
• Travel and hospitality experience would be beneficial but not required.
• Experience working between corporate, regional, and local properties or offices.
• Proven track record of advancement and high performance.

Who You Are:

• Takes initiative to solve problems and deal with unexpected issues and follow-up to completion.
• Deals professionally, courteously, and effectively, with all levels of management and other internal and external business contacts.
• Productive self-starter who is flexible, co-operative and receptive to challenge.
• A positive and professional attitude.
• Proactive and solution driven. 
• “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.
• Analytical Mindset: An ability to interpret data to arrive at next level insights and translate into a roadmap of features, actions, and hypotheses to validate via test and learn.
• Communication & Storytelling: Skilled in the ability to construct narratives to obtain property / ownership buy-in.
• Creates Buy-In: Develops strong relationships across functions, properties, and management levels, generating continuous collaboration, iteration, input, and buy-in from others. 
• Proactive Self-Starter: Delivers results while managing multiple priorities in a dynamic and ever-changing environment; resilient and can operate autonomously.
• Delivery Success: Proven track record of taking solutions from ideation through stakeholdering, planning, implementation, and launch.

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.