Career Opportunities: Loyalty & Retention Offer Strategy & Management Specialist (57429)
Req ID 57429 - Posted 09/16/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
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.
Do you have a passion for excellence?
Are you always thinking of newer, better ways of doing things?
Are you the very best at follow-through?
If your answer to those questions is an enthusiastic “yes!” then you may be the person we’re looking for to join our Loyalty and Retention team.
Detailed Description:
Reporting directly to the Manager, Offers and Strategy, BRS Loyalty and Retention, the successful candidate will transform the way Bell manages the Loyalty and Retention portfolio, and work closely with various business units within Bell. Your experience in telecommunications, understanding of Bell’s processes, and drive to create a positive customer experience will be an asset. In addition, your analytical & project management abilities will help you execute on results in an effort to identify new projects and programs and your communication skills will allow you to liaise effectively with the customer operations team. Your contributions will have direct impacts on company profitability. This position provides an excellent opportunity to work in a high profile, dynamic and challenging environment.
Job Duties/Accountabilities:
* Develop key strategy on reducing offer spend but maintaining competitive intensity
* Plan & execute on key offer tactics to help positively drive churn
* Present results, findings and recommendations to the Leadership team.
* In depth reporting & analysis on offer use to help understand customer & operation behaviour (SQL, Access)
* Develop recommendations/programs to address churn drivers/trend changes
* Develop targeted offers to help insulate customers
* Create new proactive & reactive strategies leveraging offer tool kit
* Monitor current competitive landscape and provide further insight
* Act as lead to execute key recommendation projects & initiatives to address churn improvement
Critical Qualifications/Competencies:
* Minimum 2 years of leadership experience in a similar role
* Possess a university degree with a Business, Marketing and/or related discipline
* Demonstrated analytical skills and ability to think strategically
* Proven ability in project management and leading cross functional teams
* Highly motivated and able to proactively seek out innovative approaches to business challenges
* Excellent communications skills, both written and verbal
* Solid partnering and creative problem solving skills
* Advanced skills in Excel and PowerPoint
* Flexibility and the ability to comfortably operate in an ever-evolving environment
* Able to manage multiple priorities and deadlines
Preferred Qualifications/Competencies:
* Telecom Industry experience is an asset
* Bilingualism in French/English is an asset
TC:MKT
BCE:WKP #Feature *LI-PC
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Toronto
Application Deadline: 09/30/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Ontario, Toronto
Req ID 57429 - Posted 09/16/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
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.
Do you have a passion for excellence?
Are you always thinking of newer, better ways of doing things?
Are you the very best at follow-through?
If your answer to those questions is an enthusiastic “yes!” then you may be the person we’re looking for to join our Loyalty and Retention team.
Detailed Description:
Reporting directly to the Manager, Offers and Strategy, BRS Loyalty and Retention, the successful candidate will transform the way Bell manages the Loyalty and Retention portfolio, and work closely with various business units within Bell. Your experience in telecommunications, understanding of Bell’s processes, and drive to create a positive customer experience will be an asset. In addition, your analytical & project management abilities will help you execute on results in an effort to identify new projects and programs and your communication skills will allow you to liaise effectively with the customer operations team. Your contributions will have direct impacts on company profitability. This position provides an excellent opportunity to work in a high profile, dynamic and challenging environment.
Job Duties/Accountabilities:
* Develop key strategy on reducing offer spend but maintaining competitive intensity
* Plan & execute on key offer tactics to help positively drive churn
* Present results, findings and recommendations to the Leadership team.
* In depth reporting & analysis on offer use to help understand customer & operation behaviour (SQL, Access)
* Develop recommendations/programs to address churn drivers/trend changes
* Develop targeted offers to help insulate customers
* Create new proactive & reactive strategies leveraging offer tool kit
* Monitor current competitive landscape and provide further insight
* Act as lead to execute key recommendation projects & initiatives to address churn improvement
Critical Qualifications/Competencies:
* Minimum 2 years of leadership experience in a similar role
* Possess a university degree with a Business, Marketing and/or related discipline
* Demonstrated analytical skills and ability to think strategically
* Proven ability in project management and leading cross functional teams
* Highly motivated and able to proactively seek out innovative approaches to business challenges
* Excellent communications skills, both written and verbal
* Solid partnering and creative problem solving skills
* Advanced skills in Excel and PowerPoint
* Flexibility and the ability to comfortably operate in an ever-evolving environment
* Able to manage multiple priorities and deadlines
Preferred Qualifications/Competencies:
* Telecom Industry experience is an asset
* Bilingualism in French/English is an asset
TC:MKT
BCE:WKP #Feature *LI-PC
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Toronto
Application Deadline: 09/30/2014
Please apply directly online to be considered for this role. Applications through email will not be accepted.
The masculine and feminine used in this job ad refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Created: Canada, Ontario, Toronto