Manager, Salesforce Applications - Residential

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, Salesforce Applications - Residential

This role acts as a key IT liaison supporting Residential Development, Marketing, and Sales teams. This role provides technology leadership, guidance, best practices, project management, planning, design, integration, and day-to-day operational management and support of Residential CRM system. The role requires an understanding of residential business needs, project management, and strong technical expertise in residential CRM.

You are responsible for an extensive enterprise Salesforce ecosystem with multiple complex integrations and supporting a large community of global users

This role will work with a cross-functional team, including business and IT team, in supporting and operationalizing CRM technology capability for the residential business particularly in the areas of development, marketing and sales functions. This individual partners closely with the residential development, marketing and sales business team, project sponsors, vendor partners, consulting firms, and other members of Four Seasons IT.   

You will manage existing environment operations and stability for these environments as well as lead enhancement, migration and strategic projects of varying size.  This includes developing business requirements and technical specifications, conducting discovery efforts, managing IT financial responsibilities, managing cross-functional teams including consultants where necessary, monitoring and guiding existing systems, and leading test plans and delivery as required. 

This role is based at our temporary location of 20 York Mills Rd, then the Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Director, Residential Technology.

This role involves interactions with primarily internal stakeholders to include the Residential Technology Team, Residential Development, Marketing, and Sales Team, as well as external vendors.

What You’ll Be Doing

Strategy and Planning

• Guides and contributes to the Residential CRM technology roadmap – within context of Four Seasons’ strategic business plans.
• Communicates and represents Residential Development, Marketing, and Sales business priorities and focus items to IT team, and vice versa.
• Manages vendor relationships including quarterly reviews and representation of key business needs.
• Creates and manages a cadence of communications with BU stakeholders.

Systems Management

• Designs and delivers effective solutions by ensuring technology implementations are tailored to the unique needs of residential development and marketing and sales teams, resulting in measurable improvements in system efficiency and user satisfaction..
• Manages overall architecture and delivery of integrated systems for Residential CRM.
• Proactively optimizes the operating environment to provide reliable, scalable, well- architected and supportable business solutions.
• Identifies opportunities for efficiency, automation, standards and continuous improvement.
• Develops and maintains an in-depth knowledge of Residential CRM systems
• Provides platform insights, IT market knowledge, and added value to business stakeholders.
• Demonstrates strong leadership in system management and integration
• Identifies, implements, and supports cost-effective technology solutions for the Residential Development, Marketing and Sales team.
• Enhances operational efficiency by ensuring systems are sustainable, streamlined, and minimally disruptive to end‑users.
• Participates in the development and implementation of new business processes that improve efficiency and enhance productivity.
• Partners with business leads to support and implement communications, process, training and best practices to support business related applications. 
• Raises and assists in implementing data and process standards as required.

Technical Solution Delivery

• Identifies, recommends, develops, implements, and supports cost-effective technology solutions aligned with business needs
• Identifies and participates in development of new business processes required to ensure implementation success.
• Partners with business leads to support and implement communications, process, training and best practices to support business related applications. 
• Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
• Manages and tracks the status of requirements throughout the project lifecycle; enforce and redefine as necessary.
• Ensures completion of documentation as part of delivery process
• Oversees and ensures quality assurance of delivered solutions, including validation, testing, and adherence to functional and technical requirements.

Project Management

• Organize requirements gathering on a project-by-project basis.
• Work with stakeholders and project team to prioritize and clarify requirements.
• Engage with IT and BU to determine project discovery required.
• Engage with IT and BU to determine project budgets, phases, impacts, risks, outcome criteria, and metrics.
• Engage with IT and BU to identify required project workstreams and resources.
• Employ options evaluation and analysis with Business Unit stakeholders to select reliable, scalable, well-architected, and supportable business solutions.
• Employ clear methods for project and workstream planning outlining roles, responsibilities, dependencies, timing.
• Develop project budget planning and tracking.

Relationship Management

• Forge strong and effective relationships within IT team as well as Business Stakeholders particularly Residential Development, Marketing and Sales team
• Gain trust and confidence among colleagues and internal customers that deliverables will be provided with high quality, as expected, and on time.
• Manage and maintain positive on-going relationships with various vendors and partners.

Who You Are

• Excellent analytical, mathematical, and creative problem-solving skills.
• Excellent listening, interpersonal, written, and oral communication skills.
• Strong organizational skills.
• Logical and efficient, with keen attention to detail.
• Able to exercise independent judgement and take action on it.
• Highly self motivated and directed.
• Ability to effectively prioritize and execute tasks while under pressure.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Staff coaching, development, management, and inspiration.

What You Bring

• 5+ years of progressive IT experience in systems operations, solution design, and application administration, with a strong focus on Salesforce platform management within global or multi‑region B2C environments.
• Extensive hands‑on experience with Salesforce across configuration, administration, data management, security model design, workflow automation, and user support.
• Proven experience managing complex, multi‑integration Salesforce ecosystems, preferably including Sales Cloud, Service Cloud, custom integrations, and middleware tools.
• Demonstrated ability to lead and deliver Salesforce enhancement, migration, and optimization projects, including writing business requirements, technical specifications, and test plans.
• Salesforce certifications (e.g., Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant) are considered a strong asset.
• Experience creating solution architecture diagrams, process flows, and data models using tools such as Visio or similar.

• University degree in Information Systems, Computer Science, Engineering or Business Administration with a technical or IT interest is preferred.

• Familiarity with Agile, Waterfall, and hybrid project methodologies is valued.
• Familiarity with project management and collaboration tools such as Monday.com, JIRA, and SharePoint is beneficial.

• Experience with Figma Design is an advantage
• Excellent problem‑solving, technical troubleshooting, interpersonal, and communication skills.
• Ability to work effectively in a fast‑paced environment while managing multiple projects simultaneously.
• Experience in the real estate or hospitality industries is an advantage.

• Proven experience with business requirements analysis, verification, and methodology development.
• Demonstrated project management skills including planning, organizing and managing resources.
• IT financial skills including ROI, Total Cost of Ownership, annual + project budget, capital + operating principals.
• Architecture, roadmap, systems integration principles
• Salesforce CRM
• Data analytics / business intelligence skills and concepts, including but not limited to - ETL, database, warehousing, data flows, report-building, visualization layer dashboards and KPIs
• ServiceNow + queue management
• SQL Queries
• AD group management, provisioning and security
• Microsoft Office Suite, with strong Excel
• Jira, TestRail

Salary Range: $100,000 - $120,000 CAD

This role will be a Hybrid working model which will require 3 days per week in our temporary location at 20 York Mills Rd, then in the Four Seasons Corporate Office located at 1165 Leslie Street Toronto, Ontario in mid-late 2027  #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.