Specialist, Loyalty & Retention

As a key member of the Loyalty & Retention team, the Specialist is responsible for identifying opportunities and developing strategies to improve customer loyalty and reduce churn. We proactively identify customers who may be at risk of cancelling their services and develop targeted initiatives to strengthen engagement, enhance customer value, and improve retention outcomes.

This role is primarily focused on the planning, coordination, and delivery of strategic loyalty and retention initiatives. Acting as a key cross-functional partner, you will work closely with teams across Marketing, Pricing, Product, Business Intelligence, Customer Experience, and Operations to drive alignment, manage project execution, and ensure successful delivery of initiatives that improve customer experience and reduce churn. Leveraging customer insights, business performance data, and analytics, you will support the development of retention strategies and recommendations that strengthen customer loyalty, enhance lifetime value, and contribute to Bell's business objectives.

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

• Lead the coordination and execution of loyalty and retention initiatives aimed at reducing churn, improving customer experience, and delivering against key business objectives.
• Coordinate cross-functional projects across Marketing, Pricing, Product, Business Intelligence, Customer Experience, and Operations, ensuring stakeholders are aligned on priorities, timelines, risks, and key deliverables.
• Develop and maintain project plans, track milestones and dependencies, and provide regular updates to stakeholders to support the successful execution of retention and transformation initiatives.
• Analyze customer and business performance data to identify churn drivers, uncover opportunities, and contribute to the development of data-driven retention strategies and recommendations.
• Monitor initiative performance, measure results against objectives, and identify optimization opportunities to improve customer loyalty, retention outcomes, and overall business performance.

Critical Qualifications

• Proven project management and organizational skills, with the ability to manage multiple initiatives and competing priorities.
• Strong stakeholder management and influencing skills, with the ability to collaborate effectively across cross-functional teams.
• Excellent written, verbal, and presentation skills, with the ability to communicate effectively with audiences at all levels.
• Strong analytical and problem-solving skills with the ability to derive actionable insights from data and develop recommendations.
• Highly organized, detail-oriented, and comfortable working in a fast-paced, evolving environment.
• Advanced proficiency in Microsoft Excel and PowerPoint, including the development of business cases, project updates, and executive presentations.

Preferred Qualifications

• Experience in customer loyalty, retention, analytics, strategy, or customer lifecycle management.
• Experience leading or supporting cross-functional projects, including planning, stakeholder coordination, and implementation of strategic initiatives.
• Experience leveraging data and insights to identify business opportunities and develop customer-focused retention strategies.
• University degree in Business, Economics, Marketing, Data Analytics, or a related discipline.
• Experience working in a large, matrixed organization and collaborating with cross-functional stakeholders to deliver business results.
• Telecommunications industry experience is considered an asset.