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.
The Director, Digital Performance & Adoption (APAC) will provide clear accountability and leadership in working with hotels located in APAC to optimize the performance of their digital direct business, and digital products. This role will partner with the Digital Products organization and properties to uncover regional and local performance optimization opportunities, develop strategies to close performance gaps, and enable the realization of critical performance targets. Primary areas of performance will include conversion, bookings, ancillary revenue capture, as well as app and chat adoption.
As part of this role, the Director will help develop a thorough digital performance governance program. This will also include the creation, augmentation, and management of digital performance reporting to be used by APAC property teams.
Job Description:
1) Performance Management
· Lead digital performance reviews.
· Conduct / champion / lead regular stakeholder management meetings (across corporate, regions, and properties).
· Proactively identify and prioritize areas of opportunity.
2) Insights & Analysis
· Develop reporting to support performance management.
· Proactively identify areas of opportunity for performance improvement.
· Identify forward looking performance and adoption trends.
· Identify test and learn opportunities, and work with test and learn teams to structure and implement tests.
3) Solution Development
· Identify innovative digital and digital marketing solutions to close performance gaps.
· Work cross-functionally to bring to life, and enable digital solutions globally, regionally and at property level.
Education:
· Bachelor's Degree in Business.
Work Experience:
· 7+ years of experience in a fast-paced environment.
· Proven track record in digital performance management and performance optimization.
· Experience in building workable digital marketing solutions to improve performance.
· Experience standing up processes and policies.
· Experience in business intelligence and developing reporting.
· Experience in digital product management, ecommerce, and/or digital applications.
· Experience leading other digital managers and analysts.
· Experience working between corporate, regional and local properties or offices.
· Experience in travel and hospitality a benefit but not required.
· Proven track record of advancement and high performance.
Desired Skills:
· “Athletic” Problem Solver: An ability 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 Horsepower:An ability to interpret data in order to arrrive at next level insights and translate into a roadmap of features, actions and hypotheses to validate via test and learn.
· Communication & Storytelling: Skilled in the ability to construct narratives to obtain property / ownership buy-in.
· Create Buy-In: develops strong relationships across functions, properties and management levels, generating continuous collaboration, iteration, input, and buy-in from others.
· Proactive Self-Starter: delivers results while managing multiple priorities in a dynamic and ever-changing environment; resilient and can operate autonomously.
· Delivery Success: Proven track record of taking solutions from ideation through stakeholdering, planning, implementation and launch.
Travel: 10% to 20%.
Key Behaviourial Competencies:
· 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, co-operative, and receptive to challenges.
· A positive and professional attitude
· Proactive and solution driven.
Key Functional Competencies:
· Strong understanding of Ecommerce best practices; A/B testing; and analytics platforms.
· Strong understanding of digital marketing practices.
· Strong understanding of User experience and Digital Product Design.
· Strong program management skills.
Technical Skills and Knowledge:
· Knowledge of business and marketing practices.
· Knowledge in working with Adobe Analytics, Google Analytics, Firebase, Google Data Studio.
· Proficiency in Word, Excel and PowerPoint, Figma, InVision, Canva, Keynote, and Adobe Creative Cloud required.
· Knowledge in SQL, relational and non-relational databases.
· Knowledge of Front-end development and mobile app development.
