This job has expired, please see additional jobs below
Digital and Communications Manager
Bell Media
Ontario Mississauga, , Canada
Job Details - this job has expired, please see similar jobs below
Bell is a truly Canadian company with a 137 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:
The Digital and Communications Manager will report directly to the Senior Manager of Communications and Culture. This is a role that will be a perfect fit for a candidate that is both an “out of the box thinker” while having strong project management and attention to detail attributes. This exciting career opportunity will enable the successful candidate to showcase their creative, strategic and management skills to drive better employee understanding, engagement and performance within the Customer Operations organization. The successful candidate will have flexible work hours extending to days, evenings and weekends when required.
The Manager will have an opportunity to be part of a new digital roll-out across all of Customer Operations (internal and both offshore and onshore partners), play a role in the new governance process and assist in the build and delivery of all non-customer-centric communications.
Key Responsibilities:
• Full deployment and scheduling of all digital communications across Operations
• Develop and customize digital content for each Customer Operations segment
• Establish our digital presence to boost brand awareness
• Monitor effectiveness of digital communications
• Manage end to end digital projects
• After hours support and management of centralized channel communication request mailbox, rush request process and communication prioritization
• Create summary post mortems to determine ROI and identify key outliers
• Work cross-functionally to develop and execute aligned programs end-to-end
• Collaborate with key stakeholders (including directors and VPs) to communicate progress and results
• Identify opportunities for continuous improvement of the communications function
• Create, implement and maintain a formal communication plan for all teams, in support of overall strategy
• Lead a team of Communications Associates involved in day-to-day digital and non digital communications
• Coordinate with peers in Customer Operations and Corporate Communications to ensure business alignment
Key Competencies:
• Bachelor Degree in Marketing, Communications or Commerce
• 2 - 5 years experience in Channel, Digital Marketing or Communications
• Experience with digital and visual communication principles
• Excellent project management and organization skills
• Experience in analyzing data to build recommendations to improve sales and churn trajectories
• 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 and changing environment
• Strong communications skills, both written and verbal
• A natural leader, with strong organizational and planning skills, able to challenge the status quo, negotiate successful outcomes, manage change and deliver results
• Ability to effectively communicate and present to executives and directors with a high degree of confidence
Preferred Competencies:
• Telecom, partner management and channel experience would be an asset
• Familiar with web design and content management systems
• Excellent skills in Excel, PowerPoint
• Creative and open minded – knowledge and experience with social media, digital marketing and new communication tactics
• Good knowledge of call centre operations activities and business realities
• Good knowledge of Bell policies, tools and processes
• Experience in leading non-management employees
• Bilingual (strong written and verbal)
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 07/21/2017
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, Mississauga