Are you ready to grow your career by taking on a new role at Bell? We always look for qualified internal applicants within our own team to support their development.
The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology
Do you enjoy analysis and diving into data to solve complex 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.
An integral part of Bell’s customer service focus, includes contact centers across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools. As a member of the Customer Operations team, the successful candidate will have the opportunity to leverage their passion and experience with strategic analytics to introduce new models and forecasts to seek out new opportunities to drive change and improvements.
Reporting directly to the Senior Manager of Proactive Strategy and Analytics, the Proactive Strategy & Analytics Specialist is accountable for driving best in class Loyalty and Retention programs through deep data analysis of our customer base, channel metrics and tools to highlight areas of opportunity and risk. As the Proactive Strategy & Analytics Specialist, you will be responsible for planning, strategic development & end-to-end execution of all BRS and Mobility Proactive Campaigns. This is an excellent opportunity for a person with strong analytical, marketing and project management experience, looking to work in a dynamic, challenging and fast-paced environment.
Job Duties / Accountabilities
Drive the creation and execution of retention strategies via comprehensive analysis of the customer basis including identifying potential drivers of churn
Become a Subject Matter Expert on the impact of all Loyalty programs within the channel
Partner with marketing primes to proactively identify the churn impacts / benefits of new marketing programs
Guide analysis of call center data on a weekly and monthly basis, find key areas to conduct deep dives and develop strategies for churn improvements
Manage ongoing reporting and analytics of key marketing and channel programs
Identifying key churn opportunities & create campaigns to mitigate at risk customers
Optimize the current Loyalty & Retention proactive marketing programs through improved customer retention, campaign segmentation and targeting
Partner with the Business Intelligence team to establish dashboards and automated reports with KPI's to support data-driven business decisions
Partner with various cross functional teams to align marketing plans and drive overall churn reduction
Accountable for weekly, monthly & quarterly updates of all proactive programs with Directors & Senior Leadership Team
Other duties as required
Critical Qualifications / Competencies
University degree in Business, Marketing, or a related discipline
Experience with SAS / Strong analytical abilities
3+ years of progressively advancing experience in a marketing, business strategy or similar role
Telecom experience is an asset
Ability to interpret large amounts of data and deliver a clear and concise story to Executives with confidence, along with clear recommendations
Strategic and assessing skills, including the ability to quantify and assess various reports and campaign results
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 with limited supervision, and to manage multiple projects in an organized manner
Ability to manage multiple direct reports and demonstrated coaching/mentoring
Advanced knowledge of Microsoft Office applications – PowerPoint & Excel
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: Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Toronto
Application Deadline: 08/31/2020
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 firstname.lastname@example.org to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at email@example.com.
Created: Canada, ON, Toronto
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