Coordinator, Residential Digital Operations

Four Seasons Hotels and Resorts; Toronto; Hybrid; CAD 60,000 - 75,000; Full time

Job summary

Four Seasons Hotels and Resorts seeks a Coordinator of Residential Digital Operations to support digital initiatives across the residential line of business, enhancing the resident journey from interest to post-ownership.

You will collaborate with cross-functional teams to operationalize CRM, mobile app, and website projects, ensure data consistency across systems, and help maintain resident profiles for holistic insights.

Qualifications

• Experience gathering, understanding and documenting business requirements.
• Understanding of UX and CX principles and resident-facing digital features.
• Experience conducting UATs to validate features.
• Hands-on experience with Salesforce and JIRA.
• Knowledge of agile software development lifecycle.
• Microsoft Word, PowerPoint, Excel required.

Responsibilities

• Collaborate with Residential teams to document digital enhancements and integrations for initiatives.
• Organize and support testing and deployment of initiatives.
• Gather and track metrics to monitor success of initiatives.
• Assist with communications to properties.
• Create product documentation for internal team usage.
• Assist with monthly status and tracking.
• Support training resources for systems usage.
• Review digital platform usage and update KPIs.
• Define metrics to track health of residential applications.
• Support CRM best practices for residential.
• Support HomeOwner recognition & Property Management solution.
• Property configuration and user access management.
• Testing and deployment strategies.
• Dashboards and reporting efforts.

Skills

UX principles

UAT experience

Requirement gathering

Agile lifecycle

Excel

Salesforce

JIRA

Communication

Problem solving

Education

Bachelor's/Associate degree beneficial

Associate degree/ two years of college

Tools

Salesforce

JIRA

Job description

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.

Coordinator, Residential Digital Operations

The Coordinator of Residential Digital Operations supports the implementation and sustainment of our digital initiatives within Four Seasons' residential line of business. The focus is on enhancing the digital experience throughout the resident journey, from initial interest to post-ownership.

This role collaborates with cross-functional teams to help operationalize digital projects that support the strategic plan, including residential CRM, mobile app and website initiatives as they relate to the resident journey and overall experience. Additionally, this role will support the overall Resident Profile across systems ensuring consistent experiences, and holistic viewing of data

What You’ll Be Doing:

Residential Digital and CRM

• Collaborate with Residential teams to document digital enhancements, integrations, and optimizations to support the residential strategic plan initiatives and support the resident journey.
• Organize and support the testing and deployment of initiatives.
• Gather and track key metrics to monitor success of initiatives.
• Assist with communications to properties.
• Create product documentation for internal team usage.
• Assist with monthly status and tracking.
• Engage with property teams to provide support and training resources to ensure effective usage of systems and solutions.
• Review digital platform usage and update monthly KPIs.
• Define key metrics to track, monitor and manage health of residential applications.
• Support residential team/developers on in best practices for CRM system utilization.
• Supporting the efforts of the custom developed HomeOwner recognition & Property Management solution for residences.
• Property Configuration and User Access Management.
• Testing and Deployment Strategies.
• Dashboards and Reporting efforts.

What You Bring:

• University or college degree beneficial.
• Associate degree/ two years of college or equivalent work experience.
• Experience in gathering, understanding, and documenting business requirements.
• Understanding of UX and CX principles. Ability to understand, coordinate and support the design and improvement of resident-facing digital features and interfaces.
• Experience conducting UATs and to validate digital features and functionalities. Ensures quality and functionality meet defined requirements.
• Beneficial to have hands-on experience with Salesforce and JIRA. User level familiarity with using these platforms.
• Understanding of agile software development lifecycle and product development.
• Microsoft Word, PowerPoint, Excel required.

Key Skills/Who You Are:

• 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.
• Productive self-starter who is flexible, cooperative, and receptive to challenge.
• Proactive and solution driven.
• Analytical Skills - Demonstrates proficiency in problem identification.
• Problem Solving Skills - Ability to work in multiple problem spaces and working with partner SMEs to find solutions
• Communication Skills - Exhibits excellent written and verbal communication abilities and effectively communicates in meetings.
• Relationship Building - Possesses a strong capacity to foster and maintain positive relationships within a team-oriented environment. Collaborates effectively with colleagues, stakeholders, and cross-functional teams.
• Adaptability and Continuous Learning - Displays a proactive willingness to embrace new tools and seeks for continuous learning.
• MS Excel Expertise - Possesses advanced knowledge and skills in utilizing Microsoft Excel and leverages its features for data analysis, and reporting.
• Salesforce Proficiency - experience in Salesforce, with a basic understanding of its functionalities and capabilities.
• Product Development - Knowledge of software development lifecycle and experience contributing to the product development lifecycle

Annual Base Salary Range: $60,000 - $75,000 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 #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with theOntario Human Rights Code and theAccessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.