Manager, Sales Applications

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.

Acting as a focal point for Global Sales + Sales Operations into the IT department, this role provides day to day operational management and support, platform leadership, guidance, best practices and project management across existing and future sales environments. This includes platforms for B2B sales, CRM, and collaboration.

This individual partners closely with the Sales business unit, their Sales Operations and Analytics teams, executive project sponsors, our vendor partners, consulting firms, and other members of Four Seasons IT.

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

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 x-functional teams including consultants where necessary, monitoring and guiding existing in place systems, and leading test plans and delivery as required.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Senior Director, Customer Relationship Management and Residential Technologies. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Strategy and Planning:

• Guides and contributes to the Sales technology roadmap – within context of Four Seasons’ strategic business plans.
• Communicates and represents Sales’ priorities and focus items to IST, 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.
  
  

Operational And Systems Management

• Manages overall architecture and delivery of integrated systems for Sales Operations.
• Proactively optimizes the operating environment to deliver reliable, scalable, well- architected and supportable business solutions.
• Presents opportunities for efficiency, automation, standards and improvement.
• Grows and maintains an in-depth knowledge of sales tools and systems, including B2B Marketing, CRM, collaboration, reservations, production, eg Salesforce, event management + diagramming tools,
• Brings platform and IT market insight and added value to the Business stakeholder.
• Demonstrates strong platform and integration knowledge and leadership.
• Identifies, implements, and supports cost-effective technology solutions for the Sales Organization.
• Prepares and manages Capital + Operating project budgets providing cost/benefit analysis as required, including timely budget updates.
• Prepares Global Programs as required on an annual basis.
• 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.
  
  

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.
  
  

Delivery Management

• Identifies, recommends, develops, implements, and supports cost-effective technology solutions.
• Manages delivery via internal teams and our vendor partners.
• Performs project management functions to ensure successful tracking, implementation and budget adherence.
• Schedules and manages project communications, status and work plan cadence, using Teams channels as required.
• Prepares and manages Capital + Operating project budgets providing cost/benefit analysis as required.
• 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.
• Conducts retrospective reviews post delivery completion.
• Ensures completion of documentation as part of delivery.
  
  

Team Management

• Creates an environment of open communications, employee value and ongoing learning.
• Effectively grows and develops the team and their capabilities.
• Creates and fosters “one team” mentality with stakeholders, vendors and extended IT team members.
• Performs management and supervisory duties by conducting 1:1, staff and guidance meetings as needed for employee development.
• Conducts performance reviews to ensure growth and efficient operation of the team.
• Plans and directs the hiring, training and development, and/or dismissal of personnel, appraises subordinates and administers promotions and salary reviews.
• Leads with Four Seasons EVOLVE framework and DIBS (diversity and inclusion) values in mind.
• Contributes to larger IT department and Four Seasons goals and vision.
  
  

Relationship Management

• Forge strong and effective relationships with Business Stakeholders: Sales Operations, WSO, Hotel Sales, Corporate Sales & Marketing.
• 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.
• 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

• 5-8 years of related IT experience and project roles in the areas of systems operation, administration and IT HelpDesk assistance.
• This IT experience preferably includes extensive experience in both hands on and leading IT teams and projects in support of global or mutli-region B2B sales teams -- including complex multi-integration Salesforce/CRM environments.
• Experience in vendor management and coaching/developing others are key.
• College diploma or university degree in Information Systems, Computer Science, Engineering or Business Administration with a technical or IT interest is preferred.
• Agile project experience is appreciated.
  
  

Experience And Knowledge Of

• Architecture, roadmap, systems integration principles
• Salesforce, Amadeus, Meeting Broker, Marketo, Cvent hospitality solutions, event diagram tools, catering solutions.
• Operational and project delivery experience, leading self and teams, working with internal and 3rd party teams
• Environment and change management leadership
• 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 Reporting Services
• AD group management, provisioning and security
• Microsoft Office Suite, with strong Excel
• Jira, TestRail
• Project management tools and techniques
• Quickly learning new software applications
  
  

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

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.