Req Id: 75792
Bell is a truly Canadian company with over 135 years 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.
The Bell Mobility team offers a full range of wireless products and services for residential and business customers, including the largest selection of superphones on the fastest and most advanced network 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.
The Role:
Reporting directly to the Loyalty and Retention Mobility Channel Marketing Director, the Senior Manager - Proactive Strategy & Analytics is accountable for driving best in class Loyalty and retention programs through deep data analysis of our customer base, channel metrics and tools that highlight areas of opportunity and risk.
The Senior Manager will develop insights, analyze data and determine opportunities within the Mobility base that drive increased customer loyalty and prevent customer churn.
Key Responsibilities:
- 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 partners to proactively identify the churn impacts / benefits of new marketing programs
- Guide analysis of call center data on a weekly and monthly basis, determine key areas to conduct deep dives and develop strategies for churn improvements
- Deliver analysis of call data (through Blueprints) on a weekly and monthly basis, determine key areas to conduct deep dives and develop strategies for churn improvements
- Create and manage comprehensive customer satisfaction measurement programs that touch the entire customer base
- Manage ongoing reporting and analytics of key marketing and channel programs
Critical Qualifications:
- University Bachelor’s degree required, MBA preferred
- 3-5 years experience in a similar Marketing Manager role, preferable in channel marketing – leading dynamic teams
- Strong background in data and complex analytics with proven ability to manage large complex data projects
- Comfortable creating and managing large models for both analysis and forecasting
- Highly motivated and able to proactively seek out innovative approaches to business challenges
- Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
- Strong leadership and influencing skills
- Results driven – ability to develop clear team scorecards that drive team results
- Ability to work with several internal stakeholder clients
- Highly organized, detail-oriented and the ability to manage multiple projects simultaneously
- Action oriented and demonstrated ability to deliver results.
- Ability to work with change, in a competitive environment where priorities change frequently
- Advanced skills in Microsoft Office (Word, Excel, PowerPoint, etc.)
BCE:WKP #FEATURE *VL-LI
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 05/29/2015
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