Specialist, Loyalty & Retention

Req Id: 342331

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 member of the Household Loyalty Team, the Specialist, Loyalty and Retention will be responsible for improving household loyalty through analysis of key drivers in customer behavior and developing holistic programs to reduce cancellations for customer segments. You will lead key initiatives and strategies for household retention based on your analyses, work closely with business 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 objective is to create loyalty and facilitate a positive experience for our customers, leading to reduced cancellations. We aim to show customers why they should continue to choose Bell as their service provider through our various initiatives leveraging our marketing campaigns, call centre operations and pricing strategies.

Key Responsibilities:

• Complete analyses to identify loyalty improvement opportunities and create strategies to reduce churn
• Develop long term strategic plan for Loyalty initiatives, size project benefits and present plan to executives to secure alignment and project funding
• Partner with various stakeholders to support the execution of Loyalty projects, campaigns and pricing strategies
• Develop change management plan and partner with stakeholders for execution of how to increase and improve Loyalty conversations
• Create and maintain reporting to present trends on monthly results and analyze post mortem results to compile learnings of executed initiatives

Critical Competencies:

• Ability to gather, organize and manipulate data and turn results into insights, and insight into action
• Display natural curiosity to challenge the status quo and capability to problem solve in unprecedented situations
• Strong aptitude to communicate ideas (both written & verbal) and influence others
• Excellent interpersonal skills and demonstrated ability to work in a team environment across multiple functions
• Highly organized and able to manage multiple projects simultaneously and deliver on tight deadlines
• Desire to continuously learn and ability to comfortably operate in an ever-evolving & fast paced environment
• Self-motivated, demonstrate initiative, have a strong desire to succeed and possess a strong sense of urgency
• University degree with a Business, Economics, Marketing, Statistics and/or related discipline

Preferred Competencies:

• Experience in analytics and strategy
• 2+ years experience in the telecommunications or similar industry

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: Canada : Ontario : Toronto || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga

Flexible work profile: Mobile
Application Deadline: 01/21/2022

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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

Created: Canada, ON, Toronto

Bell, one ofCanada’s Top 100 Employers.