Manager, Customer Engagement Marketing

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, Customer Engagement Marketing

The Manager, Customer Engagement Marketing is responsible for oversight of our Marketo marketing automation platform and supporting our business-to-business (B2B) marketing team to execute and deliver our global B2B customer engagement and recognition programs.

We are looking for a detail-oriented, hands-on builder with strong marketing, technical, and communication skills to execute emails, journeys, workflows and operations through Marketo and integrated applications to power personalized customer relationship marketing (CRM) at scale in partnership with our B2B marketing team.

The ideal candidate is a team player who can engage cross-functional colleagues and partners, establishing best practice standards and processes to maximize business outcomes. They bring a creative eye and operational expertise to ensure marketing and brand compliance, optimize audience data and reach, measure campaign results, identify opportunities and prove marketing impact.

Goals for this position:

- Collaborate closely with B2B marketing and sales leads to build and manage email, webinar, and event programs in Marketo that drive B2B customer engagement.
- Build and manage engagement programs in Marketo to nurture B2B customer relationships across the buyer journey.
- Manage recognition program fulfillment to grow loyalty from best customers.
- Develop and maintain efficient, scalable marketing operations to deliver effective marketing programs on time and on brand using the Marketo platform.

What You’ll Be Doing:

Marketing Program Management and Execution through Marketo

Partner with B2B marketing and sales leads to support campaign execution, including build, QA, deployment and performance measurement for high-impact global and regional B2B marketing programs in our Marketo marketing automation platform, including:

- Global newsletters and campaigns
- Regional newsletters and campaigns
- Timely brand updates
- Customer webinar registration
- Customer event registration
- Leadership and account director changes

Collaborate with agency partners to ensure each program reaches the right target audience, meets brand standard, is optimized to drive engagement, and is deployed on time.

Marketing Automation Platform Management (Marketo)

Manage global marketing automation function, overseeing the day-to-day administration of our Marketo instance and providing expert support and training to internal Marketo users and agencies.

- Manage user access and onboarding.
- Build and deliver training for global, regional and agency teams.
- Serve as second line of support to users and escalate to vendor support where needed.
- Establish, document and enforce platform governance, standards and processes to ensure marketing consistency and quality.
- Monitor and test platform performance, always-on campaigns and data capacity.
- Support the implementation and management of integrated applications* and their platform operations, including: Salesforce
- ON24 webinar platform
- Video platform

*Includes future integrations with creative asset management and loyalty platforms.

B2B Marketing Operations and Effectiveness

Create and maintain global B2B marketing operations to support global and regional B2B marketing effectiveness and compliance, including:

- B2B deployment calendar
- Target audience lists
- Seed lists, suppressions, etc.
- Touch frequency and deliverability
- B2B subscription and preference center
- B2B consent and privacy execution
- Master email, form and landing page template development support and QA
- Global and regional program template build and QA
- Image selection and resizing support
- Sales signature snippets
- Personalization
- Dynamic segmentation
- A/B testing implementation
- QA/approval processes
- Regular global marketing reports, insights, and dashboards

Support B2B marketing team with ad hoc projects as needed to deliver strategic priorities.

Lead Generation and Sales Enablement Initiatives

Support B2B marketing team in the planning and execution of personalized nurturing and engagement programs to target the right audience at the right time with the right message.

Responsibilities will include:

- Audience targeting and personalization
- Lead scoring
- Email build and dynamic content
- Campaign logic and workflows
- Sales activation/lead management
- Post-campaign measurement

Customer Recognition Fulfillment Initiatives

Manage top customer recognition initiatives, including Top Advisor program fulfillment. This includes:

- Customer gifting and gift card fulfillment.
- Top Advisor/Advisor recognition fulfillment: Reservations process, escalations, pre/post trip coordination, post-stay communications, tracking and invoicing.
- Manage B2B inboxes and coordinate communication between properties and clients.

Salesforce CRM – Marketing Subject Matter Expert

Serve as marketing/Marketo Subject Matter Expert on the Marketo-Salesforce sync and marketing-related Salesforce objects (Leads, Campaigns, Dashboards) and collaborate with Salesforce CRM/Sales Operations team to ensure customer database meets marketing needs. This includes:

- Partnering with Sales Operations team on Salesforce releases, upgrades and testing.
- Implementing new fields, workflows, etc. to optimize B2B audience data.
- Managing Marketo Sales Insight app configuration, implementation and training.

What You Bring:

- University / College Degree – 4 years.
- Minimum 5 years of sales or marketing experience.
- Expertise in Marketo marketing automation (Salesforce integration, lead management, campaign management, template development, programming, administration, Marketo Sales Insight) is preferred but not required. Will train the right candidate.
- Experience with Salesforce is preferred but not required. Will train the right candidate.

Key Skills/Who You Are:

- Flexible and intellectually curious hands-on marketer with strong operational, analytical and technical skills.
- Self-starter with ability to work independently to solve problems, make improvements and own outcomes.
- Demonstrated team player with ability to build strong internal and external relationships at all levels and across significant distances.
- Management skills.
- Excellent communication skills (written and verbal).
- Technical skills (ability to learn new technology quickly and independently).
- Digital marketing skills (understanding of customer segmentation, campaign management, marketing metrics).

Annual Base Salary Range: $90,000 – $105,000 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 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.