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Specialist, Loyalty
2 months ago
Req Id: 420227
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.
SummaryAs a member of the Loyalty Team, the Specialist, Loyalty and Retention will be responsible for improving customer loyalty through analysis of customer behavior and developing programs to reduce cancellations for customer segments. You will lead key initiatives and develop strategies for customer retention based on your analyses, work closely with business partners to implement initiatives, and perform post-mortem analyses to continuously learn from and improve results.
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 build innovative strategies to provide the best customer service in order to reduce churn
- Create and maintain reporting to present trends on monthly results and analyze performance of Loyalty programs to compile learnings of executed initiatives
- Leverage data to size project benefits and present strategies to executives to secure alignment and project funding
- Work cross-functionally with various stakeholders to support the planning and execution of Loyalty projects, campaigns and pricing strategies
- Manage the treatment, communications and reporting for groups of high risk customers to maximize customer retention
- Strong aptitude to communicate ideas (both written & verbal), influence others, problem solve and analyze complex data sets
- 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
- 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
- Experience in analytics and strategy
- 2+ years experience in the telecommunications or similar industry
#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
Work Arrangement: Hybrid
Application Deadline: 09/10/2024
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.
