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.
This position will lead our digital experience in the Asia-Pacific region. This pivotal role will drive the development, optimization, and performance of our digital booking strategy, ensuring seamless customer interactions and conversions across platforms. The ideal candidate will possess deep expertise in the Asia-Pacific digital landscape, particularly the Chinese market, with a proven ability to innovate and enhance usability, ensuring our booking processes adapt to the changing needs of consumers.
Job Description:
WeChat Digital Experience
- Lead the end-to-end development and management of the WeChat digital experience, covering the entire customer journey from booking to pre-arrival and through their stay.
- Collaborate with cross-functional teams to enhance usability, ensure a seamless experience across all touch points, and continually improve engagement throughout the customer lifecycle.
- Assist with the seasonal promotional campaign on the WeChat Mini Program and coordinate with vendors to ensure a smooth user experience for campaign.
User-Centric Design and Insights:
- Utilize data-driven insights and user feedback to continuously improve the guest’s digital experience on WeChat and other platforms.
- Conduct A/B tests, customer surveys, and other research to refine the user journey, enhance conversion, and boost retention.
Stakeholder Collaboration:
- Partner with marketing, UX/UI, development, and data teams to ensure seamless execution and alignment with company goals.
- Communicate effectively with stakeholders to keep teams informed of product developments, timelines, and outcomes.
Analytics and Reporting:
- Define key metrics to track the performance of each booking channel and drive initiatives that impact the bottom line.
- Deliver reports and insights to leadership, providing actionable recommendations based on customer behaviour and booking trends.
Education:
- Bachelor’s degree in Business, Marketing, Product Management, or a related field.
- Certified scrum product owner (CSPO), or related product management certificates is added advantage.
Work Experience:
- 5+ years’ experience in product ownership, digital product management, or a similar role, ideally in consumer-facing digital platforms.
- 2+ years’ experience as a consumer facing WeChat.
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 challenge.
- A positive and professional attitude.
- Proactive and solution driven.
Technical Skills and Knowledge:
- Deep understanding of the WeChat ecosystem and digital behaviors of the Chinese consumer.
- Fluent in Mandarin (for communication to the Chinese consumer) and English, with excellent communication and project management skills.
- Knowledge of Front-end development and mobile app development technologies.
- Familiar with agile methodologies and experience with A/B testing and customer research.
- Knowledge in SQL, relational and non-relational databases.
- Knowledge in working with REST APIs and JSON objects.
- Strong analytical mindset with the ability to interpret and act on complex data, with experience in the following tools: Adobe Analytics, Google Analytics, Firebase, Google Data Studio.
- Familiar with accessibility and privacy laws (ADA, AODA, WCAG, GDPR, CASL, CCPA, PIPL).
- Knowledge of business and marketing practices is highly desired.
- Proficiency in Word, Excel and PowerPoint, Figma, InVision, Canva, Keynote, and Adobe Creative Cloud required.
Key Functional Competencies:
- Strong understanding of WeChat mini-programs and alternative booking platforms in China.
- Strong understanding of Ecommerce best practices; A/B testing; and analytics platforms.
- Strong understanding of front-end, back-end, and middleware software development on web, mobile app, and other platforms.
- Strong understanding of User experience and Digital Product Design.
- Strong understanding of Scrum / Agile development methodologies.
- Strong program management skills in delivering complex software, and operational projects.
- User-story writing and backlog grooming.
