At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.
If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.
Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
As a key member of the Residential Loyalty Pricing Team, the Specialist, Loyalty and Retention, will be responsible for improving customer loyalty through analysis of key drivers in customer behavior and developing holistic programs to reduce cancellations for high-risk customer segments. You will lead key initiatives and strategies for customer retention based on your analyses, work closely with business and operations partners to implement initiatives and campaigns, and perform post-mortem analyses to continuously learn from and improve results. You will have the opportunity to work with a wide variety of teams across Bell while collaborating to launch programs, including marketing, product, business intelligence, and operations.
Our ultimate goal is to create loyalty and facilitate a positive experience for our customers, leading to reduced cancellations. We understand that all customers are unique, and aim to tailor our approach to each customer's needs. Our campaigns aim to show customers why they should continue to choose Bell as their service provider, with targeted messaging and offers based on characteristics such as customer demographics, usage trends, product mix, or specific touchpoints customers have had with Bell.
Key Responsibilities:

• Analyze offer usage and develop streamlined retention offer strategies to manage offer spend and customer experience, and to save our customers
• Own targeted retention campaign strategies from analysis through to execution
• Partner with Marketing to evaluate competitive offer strategy for targeted customer segments
• Collaborate with the data science team to derive insights and develop targeted retention campaign strategies and measure results
• Lead ad-hoc analyses and develop business cases to launch new initiatives and gain executive alignment
• Lead cross functional interactions to influence and develop long-term strategic plans

Critical Competencies:

• Ability to gather, organize and manipulate data and turn results into insights, and insight into action
• Highly organized and able to manage multiple projects simultaneously and deliver on tight deadlines
• Strong communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
• Excellent interpersonal skills and demonstrated ability to work in a team environment across multiple functions
• Self-motivated, demonstrate initiative, have a strong desire to succeed and possess a strong sense of urgency
• Quick learner, flexible and able to comfortably operate in an ever-evolving & changing environment

Preferred competencies:

• Experience in analytics and strategy
• University degree with a Business, Economics, Marketing, Statistics and/or related discipline
• 2+ years experience in the telecommunications or similar industry

#LI-PA1
Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Don Mills || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 07/22/2021
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada , ON , Toronto
Bell, one of Canada's Top 100 Employers.