Mgr 5GHI Customer Retention

Rogers Communications; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Toronto seeks a Manager of Customer Retention to develop strategies to reduce customer churn and enhance revenue from existing customers. This role requires collaboration across various teams to drive data-driven decisions and implement customer retention programs. Ideal candidates will have experience in customer loyalty, excellent analytical skills, and strong communication abilities.

Qualifications

• Experience in customer retention and loyalty, showcasing both leadership and execution.
• Strong independent problem solver with a self-starter attitude.
• Ability to thrive in a fast-paced work environment with strong priority management.

Responsibilities

• Work with cross-functional teams to drive capabilities and tool evolution.
• Develop customer segment frameworks to determine churn drivers.
• Create programs leveraging data to address churn and increase customer lifetime value.
• Proactively respond to competitive pressure to prevent customer churn.
• Advocate for the customer experience and enhance customer lifetime value.

Skills

Marketing/Customer base management

Problem-solving

Project management skills

Analytical skills

Communication skills

Job description

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!

Who we\'re looking for

The Manager, Customer Retention reports to the Sr. Manager, Customer Retention and will define and drive strategies and programs designed to reduce customer churn and increase revenue from existing 5GHI Internet (Wireless Internet) customers. This involves identifying key customer segments and churn drivers; developing reactive and proactive programs (short, medium and long term) to address these drivers. As well as uncovering new customer segment opportunities to target, as well as further insulating the base by enabling revenue growth or cross-sell opportunities, all while collaborating with key partners to deliver on business objectives.

To impact customer retention, we’re looking for someone who will own and manage a portfolio of churn reduction and insulation programs, influence other business owners and teams to deliver against the overall target and to continue to improve the use of data driven decisions.

We’re looking for a self-starting innovative thinker who likes to solve new and challenging problems, who will bring new perspectives, has a keen interest and strength in understanding the consumer, and has experience in working with cross-functional teams.

What you will be doing

• Work closely with many cross-functional teams, including the Wireless LOB, Customer Care, as well as overall Residential Marketing, Network, IT, to drive capabilities, tool evolution etc.

• Develop key customer segment framework and determine key drivers of churn and optimal treatments

• Develop short, medium and long-term programs leveraging data, technology and process to address churn root causes and drive churn reduction

• Focus on ways to insulate customers (converging with Wireless, product upsell, etc.) and maximize lifetime customer value

• Evolve Framework for proactively and reactively responding to competitive pressure based on key learnings and to build campaigns to rapidly respond to prevent customer churn

• Drive forward key strategic programs with support of cross-functional team and be an advocate for the customer experience and customer lifetime value

• Develop proposals and recommendations on new strategies for senior management consideration

What you bring

• Marketing/Customer base management/Customer Retention/Customer Loyalty experience – both thought leadership & execution of key tactics or treatments

• Self-starter with ability to work independently and constantly problem solve to find solutions

• Thrives in a fast-paced, ever-changing work environment who has strong priority management and project management skills

• Strong attention to detail, a passion for consumer segmentation & data driven decision making; with strong analytical or investigative skills

• Ability to be strong team player who can influence and drive consensus with cross-functional teams

• Exceptional communication skills (written and oral) for presentation purposes and to drive cross functional effectiveness; ability to tell a compelling story to drive your programs forward

• Experience in residential services and/or telecommunications a strong asset

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Credit Check Only
Posting Category/Function: Marketing & Product Management
Requisition ID: 327542

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Corporate