This role is pivotal in supporting and driving the shared vision of enhancing the guest experience through digital touchpoints while increasing the value proposition for guests visiting Fairmont Banff Springs, Fairmont Chateau Lake Louise, Fairmont Jasper Park Lodge, Chateau Whistler, and Rimrock Banff, Emblems Collection. Reporting to the Senior Regional Director, Marketing & Experience, this role is responsible for supporting the digital guest experience, driving platform performance, managing project planning, cross-functional collaboration, and content programming across all properties throughout the region. In addition, this role is integral in further positioning and incorporating guest experiences throughout digital marketing touchpoints in partnership with the property and regional marketing teams.
Summary of Responsibilities:
- Oversee and manage all service ticket streams, including open tickets, backlog, and priority items, ensuring timely resolution and alignment with operational needs
- Conduct ongoing QA reviews of the Guest Experience Platform, including user experience (UX), content accuracy, and programming functionality
- Ensure a minimum of six months of forward programming is consistently maintained across all live properties
- Manage and oversee product and upsell content, updates, and platform uploads to ensure accuracy and brand consistency
- Support property onboarding, including system setup, training, and ongoing operational guidance for on-property teams
- Lead the operational implementation of new products and features within the platform, ensuring successful rollout and adoption
- Identify and execute product performance enhancements based on user feedback, analytics, and operational insights
- Collaborate with cross-functional teams including operations, marketing, and 3rd party partners to ensure alignment and continuous improvement
- Monitor platform performance and guest engagement metrics, recommending improvements to enhance the digital guest experience
- Ensure all digital touchpoints reflect brand standards and deliver a consistent, high-quality guest experience
- Host and moderate regional performance calls with operational teams