Sr Analyst 5GHI Cx Retention

Rogers Communications; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading telecommunications company in Toronto is seeking a Sr Analyst, Customer Retention to execute strategies aimed at reducing customer churn and enhancing revenue growth from existing customers. The ideal candidate will excel in a fast-paced environment, demonstrate strong analytical skills, and play a pivotal role in driving customer loyalty initiatives. This is a full-time position with a regular contract, located at 333 Bloor Street East, Toronto, ON.

Qualifications

• Experience in customer retention and loyalty execution.
• Strong analytical or investigative skills.
• Ability to work independently and in teams.

Responsibilities

• Execute retention strategies to reduce churn.
• Develop initiatives leveraging data and technology.
• Measure results and adjust tactics for programs.

Skills

Marketing/Customer base management

Customer Retention

Data-driven decision making

Problem solving

Project management

Job description

Overview

We are committed to connecting Canadians through partnerships, our network and content, and an innovative team. We are growing our Corporate team and seeking dedicated members with a genuine passion for positively impacting customers and the communities where we live and work. Opportunities exist across multiple business units, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, Rogers has exciting opportunities waiting for you. Come build a rewarding career and be a driving force behind our success story.

Who we're looking for

The Sr Analyst, Customer Retention reports to the Sr. Manager, Customer Retention and will execute retention strategies and programs designed to reduce customer churn and increase revenue from existing 5GHI Internet (Wireless Internet) customers. This involves executing reactive and proactive initiatives (short, medium and long term) to address customer pain points, uncover opportunities to target new customer segments to reduce customer churn. This role will also support 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 across the company, we’re looking for someone who can own and manage a portfolio of churn-reducing 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 enjoys working on new and challenging problems, has a keen understanding of the consumer, and is strong at executing programs and tactics to drive results.

What you will be doing

• Work closely with cross-functional teams to identify opportunities and execute on key initiatives and tactics
• Develop short, medium and long-term initiatives and tactics leveraging data, technology and process to address churn root causes and drive churn reduction
• Focus on executing programs, measuring results and adjusting tactics to deliver on programs
• Work with Manager to evolve framework based on insights, learnings and program results
• Work with cross-functional teams to build requirements for programs (pricing, data, campaigns)

What you bring

• Marketing/Customer base management/Customer Retention/Customer Loyalty experience – key focus on execution of key tactics or treatments
• Self-starter with ability to work independently and with a cross-functional team
• Strong problem solver focused on solutions and resolving issues
• Thrives in a fast-paced, ever-changing work environment with strong priority and project management skills
• Strong attention to detail and data-driven decision making, with strong analytical or investigative skills
• Ability to be a strong team player who can influence and drive consensus with cross-functional teams
• Experience in residential services and/or telecommunications is a strong asset

Note: 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.

Posting details: Schedule - Full time; Shift - Day; Length of Contract - Regular Position; Work Location - 333 Bloor Street East, Toronto, ON; Travel Requirements - None; Background Check(s) Required - Credit Check Only; Posting Category/Function - Marketing & Product Management; Requisition ID - 327539.

At Rogers, we believe a strong business is built with a diverse workforce where equity and inclusion are core. We embrace diversity, celebrate different perspectives, and strive to create environments where everyone can bring their whole selves to work. We are committed to accessibility in recruitment and will work with candidates who have a disability throughout the process. Please reach out to our recruiters and hiring managers to discuss how we can support you to deliver your best work. For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Corporate