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Specialist, Loyalty & Retention
Bell Media
Toronto, , Canada
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Bell is a truly Canadian company with a 136 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.
Position Description:
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, we would love to discuss our opportunity with you!
Team Objective/Priorities
• Analysis of the key event drivers and behaviours of the Small Business base
• Design and develop the models to better predict high risk churn customers
• Leverage models to design and launch new proactive campaigns to engage and insulate the base
Job Duties/Accountabilities:
Analysis:
• Work with data volumes efficiently using SAS and Teradata to understand customer behaviour and quantify ROI of different campaigns
• Identify key event drivers and behaviors to target high risk customers for proactive measures
• Creation and streamlining of new reporting metrics
• End-to-end ownership of projects from data analysis to strategy and offer design and campaign implementation
• Collaboration & Execution
• Engage with stakeholders across Marketing, Operations & BI to deliver loyalty campaigns to market
• Work cross-functionally to develop Champion-Challenger testing, reporting, and post-mortem analyses
Final R&R will be a combination of analysis, forecasting, and PM work. (Ideation to execution)
Critical Qualifications/Competencies:
• Analytical ability (problem solving, critical thinking & stats)
• Project management (process management, coordination & deliver)
• Communications (leading projects, executive updates)
• Curious and passionate about learning new skills and techniques
• Strong business acumen
• Ability to negotiate and influence others
• Data mining skills using SAS or SQL (preferred)
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 01/31/2017
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