Specialist, Loyalty and Retention

Date: Dec 4, 2018

Location: Toronto, ON, CA

Company: Bell

Req Id: 219697 


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.


Are you a critical thinker with the ability to interpret complex data?

Do you thrive in fast-paced environments?

Are you passionate about identifying business changing opportunities?

If your answer to those questions is an enthusiastic “yes!” then you may be the person we are looking for to join the Loyalty and Retention Team.


As a key member of the Loyalty and Retention Offer Strategy & Analytics team, you will be responsible for the development of the overall retention pricing and offer strategy. You will have the opportunity to develop end-to-end offer strategies to insulate customers and reduce churn, and continuously learn through Champion Challengers to find the best solution. You will be working with a wide variety of teams across Bell, including marketing, product, business intelligence and operations.


Our ultimate goal is to create loyalty and facilitate a positive experience for our customers, leading to reduced cancellations and increased revenue. If you are someone with passion, fresh ideas, and an ability to influence others, you may be the right person to join our team.


Job duties/ Accountabilities:

  • Ownership of the overall retention pricing and offer strategy for Bell Residential Services
  • Analyze and understand the composition of the customer base and key drivers of churn and customer behavior to develop effective offer strategies targeted at high churn risk segments
  • Develop and present recommendations balancing offer spend and churn to Senior Executives
  • Partner with different teams including Pricing, Base Management, Business Intelligence, Project Management, Channel Marketing and Operations to ensure seamless customer experience
  • Work closely with the Business Intelligence team on developing strategies using predictive modelling and machine learning
  • Complete post-mortems to continuously drive improvement


Critical Qualifications:

  • Undergraduate Degree – Business or Commerce is preferred
  • Experience in a strategy or analytics role
  • Quick learner with strong analytical, critical thinking and problem solving skills
  • Excellent interpersonal skills and the ability to work well cross-functionally
  • Strong presentation skills and an ability to effectively communicate at all levels
  • Energetic self-starter who thrives in a face-paced environment
  • Advanced proficiency both MS Excel  and Power Point
  • Highly organized and able to manage multiple projects simultaneously
  • Flexible and able to comfortably operate in an ever-evolving & changing environment
  • Ability to understand and work with business cases


Preferred Qualifications:

  • Experience in analytics and strategy planning
  • Strong negotiation skills and the ability to influence others
  • Knowledge of SAS and SQL is an asset


Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 


Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 12/18/2018

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.


Created: CanadaON, Toronto

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