Manager, Guest Profile Enablement
fourseasons · Canada · hybrid
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.
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