CRM (Salesforce) Analyst

Four Seasons Hotels and Resorts • Toronto, ON

2d • CA$70,000 - CA$85,000 • Hybrid

About The Position

Four Seasons is seeking a CRM (Salesforce) Analyst for a 12-month contract role. This position plays a key role in supporting and enhancing Salesforce applications for the Residential business. The role requires a blend of business insight and technical expertise, with a strong understanding of residential operations, development, marketing, and sales to optimize Salesforce solutions. The Analyst will contribute to the continuous improvement, performance, and scalability of Salesforce capabilities that support both internal teams and the resident experience. This role involves working collaboratively across various departments and with external partners and the broader Four Seasons IT organization to translate business needs into effective technology solutions. The position is integral to ensuring Salesforce platforms are well-supported, continuously evolving, and aligned with Four Seasons' standards of service excellence. The role is based in Toronto, Ontario, reporting to the Director, Residential Technology.

Requirements

• University degree in Information Systems, Computer Science, Engineering or Business Administration with a technical or IT interest is preferred.
• Minimum of 3 years of progressive experience in systems operations and application administration, with a strong emphasis on Salesforce solution.
• Demonstrated hands-on expertise in Salesforce, including configuration, administration, data management, reporting, and end-user support.
• Proven ability to translate business needs into clear documentation, including business requirements, technical specifications, and test plans, with experience in execution and validation.
• Experience creating clear and effective process flows, system diagrams, and data models using tools such as Visio or similar platforms.
• Familiarity with collaboration and project management tools such as JIRA, Confluence, SharePoint, and Monday.com.
• Working knowledge of Agile, Waterfall, and hybrid delivery methodologies, with the ability to adapt to evolving project needs.
• Strong analytical, problem-solving, and technical troubleshooting capabilities, supported by effective interpersonal and communication skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment while maintaining a high standard of quality and service.
• Experience with business requirements analysis and verification.
• Experience in supporting Salesforce applications.
• Contributor in solution design, testing and implementation of technological solutions particularly Salesforce.
• Understanding of application development and software development life cycle concepts.
• Analytical Thinking: Demonstrates strong problem-solving capabilities, including the ability to identify root causes, analyze trends, and develop thoughtful, effective solutions.
• Communication Skills: Exhibits excellent listening, interpersonal, written, and verbal communication skills, with the ability to convey complex concepts clearly to diverse audiences.
• Organization & Planning: Highly organized with the ability to manage multiple priorities effectively while maintaining attention to detail.
• Relationship Building: Builds and sustains strong, collaborative relationships within a team-oriented environment, fostering trust and alignment.
• Learning Agility: Demonstrates a strong ability to quickly learn and adapt to new technologies, tools, and business processes.
• Adaptability & Continuous Improvement: Embraces change and actively seeks opportunities to enhance capabilities, processes, and outcomes.
• Attention to Detail: Approaches work with a logical, structured mindset and a high degree of accuracy and precision.
• Prioritization: Effectively prioritizes and executes tasks in a dynamic, fast-paced environment, including under pressure.
• Service Orientation: Demonstrates a strong customer and stakeholder focus, with a commitment to delivering high-quality service and outcomes.
• Collaboration: Thrives in a collaborative, team-driven environment, contributing positively to shared goals and success.
• Salesforce Proficiency: Strong experience with Salesforce, including a comprehensive understanding of platform capabilities, configuration, administration, and best practices.
• Data Analysis (MS Excel): Advanced proficiency in Microsoft Excel, with the ability to analyze, manipulate, and interpret data using complex functions and features.
• Flowcharting: Experience creating clear process flows and solution diagrams using tools such as Visio or similar platforms.
• Collaboration & Productivity Tools: Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Work Management Tools: Experience using JIRA, Confluence, and Monday.com for task tracking, documentation, and team collaboration.
• Access & Security Management: Understanding of Active Directory (AD) group management, user provisioning, and access/security controls.

Nice To Haves

• Salesforce certifications (e.g. Administrator, Business Analyst, Platform App Builder) are considered a strong asset.
• Exposure to design and prototyping tools (e.g., Figma) is considered an advantage.
• Experience within the real estate, residential, or hospitality industry is considered an asset.
• UI Design: Familiarity with UI/UX design tools such as Figma is considered an asset.
• IT Service Management: Experience with ServiceNow, including ticketing workflows and queue management is nice to have.

Responsibilities

• Support and enhance Residential Salesforce applications across Development, Marketing, Sales, and Property Operations functions.
• Manage system configuration and user access to ensure effective, reliable and compliant platform operations.
• Partner with business stakeholders to review, refine, and document user stories and functional requirements.
• Analyze business requirements and recommend scalable, effective Salesforce-based solutions.
• Execute system testing, support release planning, and coordinate deployments to ensure high-quality delivery.
• Provide ongoing system support, including troubleshooting, issue resolution, and user assistance.
• Develop and maintain dashboards and reports to enable data-driven decision-making.
• Maintain deep functional and technical knowledge of Residential Salesforce applications and capabilities.
• Support the establishment and adoption of data governance and process standards.
• Identify and drive opportunities for efficiency, automation, standardization, and continuous improvement.
• Define and monitor key performance metrics to ensure the health, integrity, and effectiveness of the Residential marketing database.
• Manage and maintain business rules governing residential marketing subscriptions, ensuring accuracy and alignment with evolving business needs.
• Ensure compliance with global privacy and data protection regulations (e.g., GDPR, CASL), upholding the highest standards of data security, governance, and resident trust.
• Maintain strong collaborative relationships across Four Seasons IT and key business stakeholders, including Residential Development, Marketing, Sales, and Operations teams.
• Establish trust and credibility with colleagues and internal partners by consistently delivering high-quality solutions that meet expectations and timelines.
• Foster effective communication and alignment between business and technology teams to ensure shared understanding and successful outcomes.
• Manage and nurture positive, ongoing relationships with external vendors and partners, ensuring accountability, performance, and alignment with Four Seasons standards of excellence.

Benefits

• Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree