Loyalty and Retention Analyst

Date: Jul 20, 2019

Location: Toronto, ON, CA

Company: Bell

Req Id: 233747 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, 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.


Do new ideas thrill you? 

Are you passionate about enhancing the customer experience?

Do you enjoy dissecting a business question to drive performance?

Are you rarely satisfied with status quo, and constantly look to be more efficient?


If your answer to those questions is an enthusiastic “YES!” then you may be the person we’re looking for to join the Loyalty and Retention – Wireless Churn Insights, Forecasting and Reporting Team!


The Loyalty and Retention – Forecast and Insight Team is responsible for providing a view into the history and unfolding future of our base customers, and leveraging that insight to develop loyalty campaigns aimed at reducing churn. Focusing on voluntary cancellations, and the reasons why our Customers choose to deactivate, our team helps drive a better experience for our customers, and better value for the organization.


We are looking for an analyst to join the team to improve on existing, and drive new client insight and forecasts in order to better answer the ever-evolving and complex business questions asked.


Job duties / accountabilities:

  • Understanding the rationale and drivers for customer cancellations for better ability to anticipate and proactively take action, the role is split between:
    • Developing forecasts that allow for more precise and accurate results for customer churn
    • Analysing and communicating results and drivers
    • Providing insights on areas of opportunity to improve customer churn
  • Create executive strategy presentations, communicate results, forecasts, and strategy plans to the Executive team
  • Conduct deep dive analysis on customer segments
  • Identify customer segments for proactive loyalty strategies
  • Support the development of short-term and long-term planning cycles through data analysis


Critical Qualifications:

  • Undergraduate Degree – Business/Commerce is ideal
  • 3-5 years of data modeling and analytical experience
  • Experience with SAS, SQL, Microstrategy, Tableau
  • Excellent interpersonal skills
  • Passionate individual who wants to succeed
  • Ability to work well with a team
  • Proven experience presenting results to mid/ senior level management
  • Business acumen and strong analytical and problem solving skills
  • Ability to work independently, self-motivated, organized and self-disciplined
  • Proven ability to quantify and analyze customer data/results in a concise easily understood format tailored to the audience
  • Strong oral and written communication skills required


Preferred Skills: 

  • Strong negotiation skills, ability to negotiate and influence others
  • Excellent relationship building and stakeholder management skills
  • Strong work ethic, great attention to detail
  • Ability to prioritize multiple deliverables with competing tight deadlines




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 : Don Mills || Canada : Ontario : Mississauga 
Application Deadline: 08/02/2019 


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: CanadaON, Toronto

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