Base Engagement Lifecycle Operations Manager

Bell Canada; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A major telecommunications company in Toronto is seeking a Base Engagement Lifecycle Operations Manager to enhance customer engagement through managing CRM strategies and executing multichannel campaigns. This pivotal role requires expertise in the Braze platform for precise campaign builds, audience segmentation, and performance monitoring. Ideal candidates will exhibit strong problem-solving skills and a meticulous approach to operational processes. Join the team to be at the forefront of transforming customer interactions in an inclusive workplace.

Benefits

Comprehensive benefits package

35% discount on services

Flexible work hours

Qualifications

• Deep proficiency in Braze platform functionalities including Canvas, Segment Logic, and APIs.
• Strong background in technical CRM operations and audience segmentation.
• Exceptional attention to detail and commitment to accuracy.

Responsibilities

• Design and launch complex Braze Canvases and multichannel lifecycle campaigns.
• Proactively troubleshoot and optimize platform-side configurations.
• Collaborate with cross-functional teams to execute marketing strategies.

Skills

Braze platform functionalities

CRM operations

Analytical skills

Problem-solving

Attention to detail

Job description

Base Engagement Lifecycle Operations Manager

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Be at the forefront of one of the most exciting and ever-changing industries. On the Bell Media team you will be a part of creating and delivering the best Canadian and international content across digital media, television, radio and out‑of‑home advertising platforms. You’ll join a team of passionate and driven innovators, who are breaking barriers and expanding the reach of Canada’s most‑loved entertainment.

At Bell Media, you’ll redefine digital connections and pioneer next‑generation services, propelling us to reach new heights, unlock untapped potential and expand horizons for our customers.

Summary

Are you passionate about transforming customer engagement strategies into seamless, high‑impact campaigns? We are seeking a meticulous and technically adept Base Engagement Lifecycle Operations Manager to be the operational backbone of our CRM and customer engagement ecosystem.

In this pivotal role, you will own the execution of our customer lifecycle journeys, ensuring marketing strategies are translated into high‑quality, accurately delivered campaigns across email, push, in‑app, webhooks, and other key channels. As our Braze platform expert, you will guarantee every campaign is built with precision, targeted intelligently, delivered efficiently, and continuously optimized. Your contributions will be instrumental in driving customer retention, enhancing engagement efficiency, and scaling our CRM program effectively.

This role demands close collaboration with our Base Engagement Marketers, Marketing, Creative, Data, Product, and Analytics teams, bridging the gap between strategy and flawless execution.

Key Responsibilities

• Design, build, QA, and launch complex Braze Canvases and multi‑channel lifecycle campaigns (email, push, in‑app, webhooks, SMS)
• Manage sophisticated segmentation, audience targeting, personalization rules, and campaign logic aligned with business objectives
• Ensure end‑to‑end campaign delivery accuracy, proactively troubleshooting and optimizing platform‑side configurations

Technical CRM Operations & Strategy Translation

• Leverage advanced Braze functionalities, including intricate segment logic, dynamic personalization, event triggers, journey analytics, and API integrations
• Translate marketing requirements and briefs into precise, executable Braze campaign builds and technical specifications
• Continuously monitor campaign performance, audience health, and key funnel metrics
• Collaborate with Data Engineering, CDP partners, and Analytics teams to validate data integrity, ensure accurate cohort representation, and maintain reporting accuracy
• Develop and maintain comprehensive documentation for campaign builds, workflows, QA standards, audience logic, and naming conventions
• Establish and uphold operational best practices to enhance campaign accuracy, deployment velocity, and overall scalability
• Enforce operational governance, including safeguard rules and suppression logic, ensuring compliance and reliability
• Identify and implement automation opportunities for recurring lifecycle programs to increase efficiency
• Oversee the monitoring and maintenance of all persistent and “always‑on” customer journeys
• Diagnose and resolve technical issues related to segmentation, triggers, or journey execution

Critical Qualifications

• Braze Expertise: Deep proficiency in Braze platform functionalities, including Canvas, Segment Logic, Personalization, Triggering, Journey Analytics, and APIs.
• CRM Operations Acumen: Strong background in technical CRM operations, encompassing audience segmentation, rigorous QA processes, platform integrations, and troubleshooting.
• Analytical & Problem‑Solving Skills: An analytical mindset with the ability to interpret data, derive actionable insights, and drive operational improvements. Proven problem‑solving capabilities.
• Attention to Detail: Exceptional meticulousness and a commitment to maintaining the highest standards of accuracy and performance reliability.
• Collaboration & Communication: Proven ability to collaborate effectively and build strong relationships with cross‑functional teams (Marketing, Data, Product, Engineering, Creative).

Preferred Qualifications

• High accuracy in segmentation and precision in audience targeting.
• Consistent campaign delivery rates and robust automation uptime.
• Demonstrated operational efficiency (e.g., faster build times, reduced QA errors).
• Positive performance trends in lifecycle journey funnels.

Adequate knowledge of French is required for positions in Quebec.

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work‑life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well‑being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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