Req Id: 68569
Bell is a truly Canadian company with a 134-year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
An integral part of our customer service focus, includes contact centres 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.
Would you like to work with a highly competitive team? Are you a strong leader who drives results? Imagine having the opportunity to create and develop loyalty and retention strategies across the Bell Mobility business. If you are intrigued with these possibilities then we have a fantastic opportunity for you to take the next exciting step in your career.
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 Role:
The Director of Loyalty & Retention Mobility Channel Marketing is responsible for the development and execution of world class loyalty and retention programs for Bell’s Mobility Business (Bell Mobility, Virgin, and SMB). The incumbent will be a driver of change and have a direct influence over all product lines at the same time and have an active leadership role on all sales and channel marketing initiatives. He/She will be working closely with the Directors and VPs within Marketing, the call center and retail channels.
This role requires an experienced and influential Loyalty and Retention Channel Marketing leader who can translate the operational plan of the business into a strategic framework to support the overall mandate of reducing churn and enhancing customer experience. To succeed in this role, you will need to be a pro-active, collaborative leader and strategic Business Partner who is client focused and results-oriented and has demonstrated an ability to work in a fast paced highly matrixed environment.
Reporting into the VP Loyalty & Retention
Key Responsibilities:
- Develop and implement retention and loyalty related marketing programs for the company's complete mobility and residential services products
- Lead the execution retention strategies into the call center channels through projects, tools, target setting and reporting
- Partner with Mobility & BRS marketing teams and internal & external retention call centers to drive channel performance to deliver the churn plan
- Manage all Loyalty and Retention outbound marketing programs and budget to deliver churn targets
- Coordinate all communications to Mobility and Residential Services clients through the ownership of the customer lifecycle and contact strategy; prioritize and oversee all communications to current clients
- Build programs to improve customer experience during all points in the customer’s lifecycle
- Develop methods to improve customer communications by reducing costs while increase take rates and readership
- Creates and manages comprehensive customer satisfaction measurement programs that touch the entire customer base.
- Work with cross functional teams to create and implement compelling messaging and offers to generate enrollment in programs
- Maintains constant dialogue with executive level management regarding retention performance and improvement strategies.
Critical Competencies:
- Minimum 7 years of marketing or retention/renewal marketing experience preferably in telecommunications
- Strong knowledge of statistics, ideally with several years working on financial or marketing related modeling, analysis and reporting.
- Strong understanding of impetuses for churn
- Demonstrated experience in leading successful retention and loyalty programs
- Possess a strong background in channel marketing through retail or call centres
- Hands on experience marketing through multiple channels: email, direct mail, call centres, retail and web channels and a solid understanding of analytics and applicable metrics for all tactics and channels.
- Excellent strategic thinking, market research, and problem-solving skills.
- Demonstrated ability to influence all levels within an organization.
- Strong organizational skills with the ability to perform under tight deadlines.
- Demonstrated ability to work in a matrix team environment across multiple functions.
- Anticipate and prepare for problems or opportunities to effectively manage the impacts to programs.
- The successful candidate must be self-motivated, demonstrate initiative, have a strong desire to succeed and possess a strong sense of urgency.
- An experienced people leader who inspires a high performance culture
Preferred competencies:
- Business Administration Degree or MBA preferred
- Exceptional knowledge one or more of the following areas: customer relationship management (CRM), direct marketing, customer operations, customer loyalty or lifetime value management.
- Strong understanding of market research; evidence of using research to embed a multi-dimensional customer experience and service culture.
- Consulting experience an asset
BCE:WKP #Feature LI-VL
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 02/28/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga