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About the Role
This role provides technology leadership, guidance, best practices, project management, planning, design, integration, and day-to-day operational management and support of the CRM system. It requires a strong understanding of business needs, solid project management capabilities, and deep technical expertise in CRM platforms. You will be responsible for an extensive enterprise Salesforce ecosystem with multiple complex integrations and supporting a large community of global users.
Responsibilities
- Guides and contributes to the CRM technology roadmap, ensuring alignment with broader strategic business plans.
- Communicates and represents Sales, Marketing & Operations business priorities to the IT team while also translating IT initiatives, requirements, and constraints back to business stakeholders.
- Manages key vendor relationships, including conducting quarterly reviews and advocating for critical business needs.
- Establishes and maintains a structured communication cadence with business unit stakeholders to ensure alignment, transparency, and ongoing engagement across CRM initiatives.
- Designs and delivers effective solutions by ensuring technology implementations are tailored to the unique needs of Business and Operations teams, resulting in measurable improvements in system efficiency and user satisfaction.
- Manages overall architecture and delivery of integrated systems.
- Proactively optimizes the operating environment to provide reliable, scalable, well-architected and supportable business solutions.
- Identifies opportunities for efficiency, automation, standards and continuous improvement.
- Provides platform insights, IT market knowledge, and added value to business stakeholders.
- Demonstrates strong leadership in system management and integration.
- Enhances operational efficiency by ensuring systems are sustainable, streamlined, and minimally disruptive to end-users.
- 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.
- Identifies, recommends, develops, implements, and supports cost-effective technology solutions.
- Manages delivery via internal teams and 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.
- 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.
- Organizes requirements gathering on a project-by-project basis.
- Works with stakeholders and project team to prioritize and clarify requirements.
- Engages with IT and BU to determine project discovery required.
- Engages with IT and BU to determine project budgets, phases, impacts, risks, outcome criteria, and metrics.
- Engages with IT and BU to identify required project workstreams and resources.
- Employs options evaluation and analysis with Business Unit stakeholders to select reliable, scalable, well-architected, and supportable business solutions.
- Employs clear methods for project and workstream planning outlining roles, responsibilities, dependencies, timing.
- Develops project budget planning and tracking.
- Forges strong and effective relationships within the IT team as well as Business Stakeholders particularly Residential Development, Marketing and Sales teams.
- Gains trust and confidence among colleagues and internal customers that deliverables will be provided with high quality, as expected, and on time.
- Manages and maintains positive ongoing relationships with various vendors and partners.
Requirements
- 5+ years of progressive IT experience in systems operations, solution design, and application administration, with a strong focus on Salesforce platform management within global or multi-region B2C environments.
- Extensive hands-on Salesforce expertise across configuration, administration, data management, security model design, workflow automation, and end-user support.
- Proven experience managing complex, multi-integration Salesforce ecosystems, ideally including Sales Cloud, Service Cloud, custom integrations, and middleware or integration tools.
- Demonstrated ability to lead Salesforce enhancement, migration, and optimization projects, including developing business requirements, drafting technical specifications, and creating comprehensive test plans.
- Experience creating solution architecture diagrams, process flows, and data models using tools such as Visio or similar.
- Strong experience in vendor management, along with coaching and developing team members.
- Excellent problem-solving, technical troubleshooting, interpersonal, and communication skills.
- Ability to work effectively in a fast-paced environment while managing multiple projects simultaneously.
- Architecture, roadmap, systems integration principles.
- 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.
Skills
- Salesforce platform management
- Salesforce configuration
- Salesforce administration
- Salesforce data management
- Salesforce security model design
- Salesforce workflow automation
- Salesforce end-user support
- Sales Cloud
- Service Cloud
- Middleware or integration tools
- Figma Design
- Agile project methodologies
- Waterfall project methodologies
- Hybrid project methodologies
- Monday.com
- JIRA
- SharePoint
- Salesforce CRM
- ETL
- Database management
- Data warehousing
- Data flows
- Report-building
- Visualization layer dashboards
- KPIs
- Microsoft Office Suite
- Excel
- Project management tools
Location
- Toronto, Ontario
Work Type
- Hybrid
Experience Level
- 5+ years of progressive IT experience
Education Level
- University degree in Information Systems, Computer Science, Engineering, or Business Administration—preferably with a strong technical or IT focus—is preferred.
- Salesforce certifications (e.g., Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant) are considered a strong asset.
Salary/Compensations
- $100,000 - $120,000 CAD
About the Company
- 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.
- 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.
Equal Opportunity
- 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.