Specialist, Loyalty and Retention

1 month ago

Toronto, Ontario, Canada Bell Full time

Req Id: 419546

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It's all developed and delivered by the members of #TeamBell and we're always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Consumer and Small business team you'll work across a portfolio of brands and solutions. From Bell's best networks for the home, the office and on the go to the member benefits at Virgin Plus to the cheap and cheerful plans at Lucky Mobile we meet the connectivity needs of all customer segments in Canada.

And it's not just the options we provide, it's how we provide them. On this team you'll be a part of a focus to continuously improve the customer experience, making it more seamless, intuitive and responsive.


As a key member of the Loyalty Marketing Campaigns, Loyalty & Retention Team, the Specialist is responsible for identifying new opportunities and strategies to improve customer loyalty to achieve churn reduction. We proactively predict which customers will cancel their services and develop strategies to retain them. Our aim is to develop high ROI proactive and reactive campaigns with segmented targeting based on customer risk and value. You will have the opportunity to work with a wide variety of teams across Bell to launch campaigns, including marketing, pricing, product, business intelligence, and operations.

You will take the lead on developing and executing on a multi-year plan to migrate our existing customers to the latest technologies improving both their quality of service and driving significant experience improvements. This includes working with cross-functional teams to develop the right messaging, marketing tactics, offers and agent training to minimize churn impact.

If you are someone with passion, fresh ideas, and an ability to influence others, you may be the right person to join our team.

Key Responsibilities
  • End to end campaign execution from initial analysis on targeting/segmentation, campaign execution, and post mortem analysis after campaign deployment
  • Work with cross-functional teams including Pricing, marketing communications, and business intelligence to execute campaigns including text messages, email, social, online, IVR messages, outbound calls, etc
  • Run pilots to test various offer values, segmentation, communication tactics etc to define most effective targeting and strategy
  • Perform deep dives into specific customer segments to determine key churn areas or problems and propose solutions by presenting analysis/ findings / business cases to various exec stakeholders and gain buy in
  • Assemble customer surveys to collect feedback on topics of interest and compile results of surveys and develop next steps and recommendations
Critical Qualifications
  • Strong analytical and intuitive skills – ability to problem solve
  • Strong project management, organizational skills and the ability to influence others
  • Attention to detail with an ability to analyze numbers and convey clear insights
  • Highly organized, independent, and ability to handle multiple projects
  • Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
  • Flexible and able to comfortably operate in an ever-evolving & changing environment
  • Advanced skills in MS Excel and PowerPoint
Preferred Qualifications
  • Experience in analytics and strategy
  • Experience using MicroStrategy, Tableau & SQL
  • University degree with a Business, Economics, Marketing, Statistics and/or related discipline
  • Experience in a large organization and the ability to work with cross functional stakeholders

#EmployeeReferralProgram

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 : Mississauga
Work Arrangement: Hybrid
Application Deadline: 08/27/2024

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.

We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.

Created: Canada, ON, Toronto

Bell, one of Canada's Top 100 Employers.

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