Product Owner, Clienteling

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.

Product Owner, Clienteling

The Product Owner, Clienteling, will provide clear accountability and leadership for using our digital platforms to support service staff in our hotels and resorts globally in establishing long-term relationships with guests based on data about guest preferences, behaviours and stay history. This role will prioritize guest / staff experience over internal business structure and will be single minded in its focus on developing experiences that exceed guests needs. 

Working in collaboration with Product Design, Guest Insights, CRM, IT, Sales, Operations and third party vendors, this team member will support the development of a thorough understanding of the guest journey — particularly the elements that require genuine service with heart — while defining the “key moments that matter,” and crafting a roadmap to drive our strategic initiatives.  

The Product Owner will be responsible for developing and managing clienteling focused digital experiences, and accountable for the performance and lifecycle of these products.  The Product Owner will create, own and groom the clienteling product roadmap, leading conception, planning, implementation and launch while maintaining relations with cross-functional stakeholders.

Key accountability areas include driving adoption of guest profiles; utilizing guest preference and behaviour data to generate timely and personalized service recommendations; and partnering with technology and operations to develop service programs that can scale across the brand.

This individual will foster collaboration amongst other product owners, and cross-functionally as they represent both the voice of the guest and service provider.

What You’ll Be Doing:

Product Management

• Prioritize guest/staff experience over internal business structure.
• Responsible for clienteling related digital products.
• Drive guest and user satisfaction.
• Create, manage, and maintain related product roadmaps.

Performance Management

• Conduct business performance reviews.
• Conduct Monthly, Quarterly Stakeholder management meetings.
• Analyze guest / user behaviour based on product usage.
• Identify forward looking behaviour trends.
• Generate insights that lead to new product features closing performance gaps.

Innovation

• Think to the future and generate leading ideas.
• Design product innovations and new features.

What You Bring:

• 5-7 years of experience in a fast-paced environment.
• Bachelor’s degree in business required.
• Proven track record in product management, program management, design and development.
• Experience in clienteling programs and guest profiling.
• Proven track record of advancement and high performance.
• Experience working closely with enterprise architects, software developers, and back-end engineers in connecting complex enterprise systems into consumer-facing digital products and services.
• Experience and successful track record managing technical, business, and marketing stakeholders across large organizations and leading change management.
• Prior experience working with Agile/Scrum frameworks.
• Strong understanding of membership and transactional platforms.
• Strong understanding of hospitality change management, training and program deployment.
• Strong understanding of User experience and Digital Product Design.
• Strong understanding of Scrum/Agile development methodologies.
• Strong program management skills in delivering complex software, and operational projects.
• User-story writing and backlog grooming.
• Knowledge of business and marketing practices highly desired.
• Knowledge of hotel and hospitality processes highly desired.

Key Technical Skills:

• Strong understanding of front-end, back-end, and middleware software development on web, mobile app, and other platforms.
• Proficiency in Salesforce / CRM.
• Proficiency in Atlassian apps (JIRA, Confluence), Word, Excel and PowerPoint, Figma, Miro required.
• Strong working knowledge of Agile development frameworks.
• Knowledge in working with Adobe Analytics, Google Analytics, Firfebase.
• Knowledge of Front-end development and mobile app development technologies.
• Knowledge of SQL, relational and non-relational databases.
• Knowledge of working with REST APIs and JSON objects.

Key Skills/ Who You Are:

• Delivery Success: Proven track record of driving and launching complex, technical, consumer and employee facing products from ideation through to implementation.
• Experience Minded: Laser focused on the guest and end users, and designing experiences and products that best meet their needs.
• 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 in order to arrive at next level insights and translate into compelling features, functionality and offerings.
• Communication & Storytelling: Skilled in the ability to construct experience narratives, deliver clear and concise presentations, and to confidently guide discussions / facilitate workshops.
• Team Builder: A proven ability to lead and develop others.
• Create Buy-In: Develops strong relationships across all functions and management levels, generating continuous collaboration, iteration, input, and buy-in from others. 
• Proactive Self-Starter: Delivers results while managing multiple priorities with lean resources in a dynamic and ever-changing environment; resilient and can operate autonomously.
• Ability to deal professionally, courteously and effectively, with all levels of management and other internal and external business contacts.
• Takes initiative to solve problems and deal with unexpected issues and follow-up to completion.
• A positive and professional attitude.
• Proactive and solution driven.

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.