Req Id: 88722
Bell is a truly Canadian company with a 135 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.
The Role:
Reporting directly to the Senior Manager of BRS Channel Marketing the Specialist is accountable to develop insights, analyze data and determine opportunities within the BRS base for improvements to churn. The Specialist will look to understand churn trends, channel behaviors, drivers & triggers as well as monthly campaign results in order to develop and improve churn in the channel. The specialist will maintain a high level of influence and persuasion with colleagues and partners to effectively communicate requirements to deliver success.
Key Responsibilities:
- Deliver top quality insights through, data analysis that identifies opportunities for churn reduction
- Create competitive comparisons and sales job aids for BRS agents.
- Recommend improvements for policy and systems tools supporting channel marketing
- Assist in development of Loyalty and Retention hype strategy to drive positive results
- Create summary post mortems & to determine successes and encourage improvements
- Work cross-functionally with CARE, S2S/DMC and Sales to develop and execute aligned programs end-to-end
- Understands regional differences and executes support elements accordingly
Key Competencies:
- Bachelor Degree in Marketing, Communications or Commerce
- 2 - 5 years experience in Channel, Marketing or Communications
- Creative with the ability to think outside the box when developing channel summaries and competitive comparisons.
- Experience in analyzing data to build recommendations to improve sales trajectories
- Highly motivated able to proactively seek out innovative approaches to channel and business challenges
- Highly organized, detail-oriented and the ability to manage multiple projects simultaneously
- Driven to get things done with an insatiable drive to improve process and build relationships.
- Positive attitude, enthusiastic and able to comfortably operate in an ever-evolving & changing environment
- Strong communications skills, both written and verbal
- Ability to effectively communicate and present to executives and directors with a high degree of confidence
Preferred Competencies:
- Bilingual - English & French preferred
- Telecom and channel experience would be an asset
- Excellent skills in Excel, PowerPoint
- Creative and open minded as well as knowledge and experience with social media and new communication tactics
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Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 09/07/2015
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, Toronto