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Job Description & How to Apply Below
What You’ll Do
Lead customer communications programs end-to-end in support of Rogers’ commitment to delivering a best‑in‑class customer experience.
Develop and execute customer communication strategies that support operational priorities and customer experience objectives.
Create clear, concise, and customer‑friendly communications for:
Customer transactions and journeys
Wireless, internet, TV, and home service updates
Service disruptions and incidents
Fraud awareness and customer education
Ad hoc customer support communication
Translate complex operational or technical information into compelling, easy‑to‑understand content for different customer audiences.
Develop integrated communication plans that support customer experience and operational initiatives.
Create messaging that is transparent, empathetic, action‑oriented and aligned to brand tone of voice.
Collaborate with cross‑functional partners including Operations, Customer Care, Digital, Product, Legal, Compliance, Brand and Regulatory teams.
Provide strategic communications counsel and recommendations to business partners and senior leaders.
Manage communication approvals, timelines and execution in fast‑moving environments.
Participate in cross‑functional meetings to align customer journeys, messaging, timing and delivery channels.
Liaise with internal and external partners to ensure communications consistently reflect the Rogers brand voice.
Monitor communication effectiveness and customer engagement metrics and identify opportunities for continuous improvement.
Drive simple, transparent customer communications while considering customer experience, operational impacts and business outcomes.
Support the development of presentations, communication playbooks and project plans.
What You Bring
5–8+ years of experience in customer communications, service communications, customer experience or corporate communications.
Exceptional writing, editing and verbal communication skills.
Proven ability to simplify complex operational or technical information into clear, customer‑friendly language.
Experience managing communications in operational or customer‑facing environments.
Strong stakeholder management and cross‑functional collaboration skills.
Excellent project management skills with the ability to manage multiple priorities under tight timelines.
High attention to detail with strong execution skills and sound judgment.
Experience working closely with Customer Experience, Operations or Contact Centre teams.
Strong collaboration skills and the ability to build relationships across all levels of the organization.
Knowledge of accessibility standards and plain‑language communication best practices.
Benefits
Competitive salary and annual bonus.
Competitive and flexible health and dental benefits, pension plan, RRSP, TFSA and stock‑matching programs.
Discounts: up to 50% off Rogers services and Blue Jays tickets, 25% off TSC items, and 20% discount on all wireless accessories sold in Rogers stores.
Paid time off for volunteering.
Company matching contributions to charities you support.
Rogers First: priority in applying to internal roles of interest.
Wellness programs:
Homewood employee & family assistance program
Cognitive Behavioural Therapy (CBT) and virtual therapy sessions
Low or no‑cost fitness membership with access to virtual classes
Commitment to the environment and diversity:
Work for an organization committed to environmental protection.
Strong commitment to diversity and inclusion with employee resource groups supporting equity‑deserving groups including People of Colour, 2
SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women.
Job Details
Schedule:
Full time
Shift: Day
Length of
Contract:
Not applicable (Regular Position)
Work Location:
333 Bloor Street East (364), Toronto, ON
Travel Requirements:
None
Background Check(s)
Required:
Canadian Criminal Record Check
Posting Category/Function:
Communications & Corporate Communication
Requisition
Locations
Toronto, ON, Canada;
Calgary, AB, Canada.
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.
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