Project Management
May 15, 2021

Program Manager, Digital Adoption, Engagement and Benchmarking

Req Id: 282355 


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.


Are you passionate about all things Digital? 

Do you find yourself saying “I can do better” when buying online and using apps?

Do you want to be a central figure who ensures Bell has the best Digital properties in the industry that make our clients lives easier?

Are you naturally curious and creative?


If your answer to those questions is an enthusiastic “YES!” then you may be the person we’re looking for to join the Digital Strategy and Performance Team as a Digital Program Manager for projects, campaigns, and benchmarking,


The Digital Strategy and Performance Team is responsible for driving self-serve digital adoption across Bell’s Residential Services and Wireless customer bases, and associated brands including Prepaid brands and Virgin Mobile Canada.  We develop customer insight, create online adoption strategies, champion the online customer experience and work with our partners to roll out new digital tactics, projects and strategies while keeping our pulse on the competition.


We are looking for someone with passion and drive to build upon Bell’s established leadership position in Digital self-serve, and benchmark our functional performance across the competition, both in Telco and with Digital leaders.


Job duties / accountabilities:

  • Lead internal and external programs / projects to drive Digital adoption and engagement across our web and app assets
  • Continually benchmark the Canadian Telco Digital self-serve space and keep management appraised of changes, improvements and key functions in monthly executive presentations and reporting
  • Provide recommendations based on sound competitive research for product development and process enhancements
  • Furnish metrics on competitive self-serve penetration rates including adoption, daily active users and most used functions
  • Manage all app store and web content showcasing the value proposition of getting and using Digital self serve
  • Leverage analytics to identify non adopters in the base and build targeted programs to drive Digital engagement
  • Maintain all competitor test accounts and their profiles


Critical Qualifications:

  • Undergraduate Degree – Business/Engineering/Computer Science is ideal
  • 2-4 years of experience in Digital project management or Digital strategy/marketing
  • Strong organizational and presentation skills
  • Experience in the Telecom or ecommerce industry an asset
  • 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
  • Strong understanding of PowerPoint and Excel
  • 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
  • Digital experience 
  • 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 : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal || Canada : Quebec : Verdun 
Application Deadline: 05/21/2021 


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


Created: CanadaON, Toronto


Bell, one of Canada's Top 100 Employers.