Req Id: 301355
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.
Do you enjoy analysis and diving into data to solve business problems?
Are you a high performer with a passion for driving results?
Are you a self-starter with high degree of initiative and energy?
If you answered an enthusiastic YES to the above, this role could be for you!
Being at the forefront of strategy and execution, we are always in need of talented people who like to get things done. If you are looking for more than just another place to work and are not afraid of challenges, we would like to hear from you.
The Customer Operations organization manages the service experience for residential, wireless and small business customers, comprising strategy development, daily operations, tools and processes, loyalty & retention and leveraging big data and artificial intelligence. As a member of the Customer Operations organization, the successful candidate will work within the Loyalty & Retention Team, to develop and manage programs to reduce churn &/or calls.
Reporting directly to the Senior Manager, Retention & Loyalty (High Value & Projects Team), the successful candidate will work closely with various business units within Bell (Residential and Wireless) to create business strategies, design and execute programs and measure results, with the over-arching goal of improving the customer experience, reducing churn &/or calls. Your role will involve working closely with various teams in & outside of the Retention & Loyalty organization.
Your experience in project execution experience and drive to create a positive customer experience will be an asset. This is an excellent opportunity for a person with strong analytical, marketing, program and project management experience, looking to work in a dynamic, challenging and fast-paced. environment.
Job Duties / Accountabilities
Gather quantitative and qualitative information for root cause analysis on assigned business problems
Develop business cases, strategies, proposals and presentations to support initial findings
Obtain alignment on strategies and plans from various Management levels
Create a program execution plan, with steps, timelines and key players. Measure and report on progress weekly
Leverage your internal business partnerships to gain insights and alignment from key stakeholders for program development and management
Engage and lead cross functional teams (Business Intelligence, Retention & Loyalty, various Customer Operations teams, Marketing, Marcom (includes Bell Residential and Wireless Teams)) to execute programs
Balance multiple initiatives at the same time. Take ownership and ensure priorities and deadlines are met
Create reporting to measure program performance. Analyze results weekly, monthly & quarterly and prepare insights
Adjust plans when necessary to close performance gaps
Share reporting and insights in presentation form to various key players & Management levels
Critical Qualifications / Competencies
University degree in Business, Marketing, or a related discipline
3+ years business experience developing business strategies, project management and program execution & management
Ability to interpret large amounts of data and deliver a clear and concise insights to various business partners and Management levels, with confidence
Ability to adapt in an ever-changing environment
Excellent communications skills, both written and verbal and comfortable interacting with various levels of management
Strong ability to work cross-functionally and influence decision-making at various levels of the organization
Self-starter, with the ability to manage and drive projects against deadlines with limited supervision
Advanced knowledge of Microsoft Office applications – PowerPoint & Excel with experience translating complex business issues in a simple & concise manner
Experience with SAS is an asset
Telecom experience is an asset
Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Position Type: Management
Job Status: Regular - Full Time
Job Location: Don Mills || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Dorval || Canada : Quebec : Verdun
Application Deadline: 09/03/2021
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 email@example.com to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at firstname.lastname@example.org.
Created: Canada, ON, Don Mills
Bell, one of Canada's Top 100 Employers.