Manager, Customer Retention

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 are looking for:

The Manager, Customer Retention reports to the Sr. Manager, Customer Retention and will lead a team of professionals to drive strategies and programs designed to reduce customer churn and increase revenue from existing 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 customer segment opportunities to increase customer retention and identifying opportunities to grow revenue, 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 revenue accretive programs, focused on churn reduction, 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 isn’t afraid to jump into a new problem, challenge conventional thinking, 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 many key partners from the overall Residential Marketing team, Product, Customer Care, Wireless Marketing, and other axillary teams focused on building or enhancing capabilities, tool evolution etc.;
• Develop key customer segment framework and determine key drivers of churn and optimal treatments
• Evolve Framework for reactively responding to competitive pressure based on key learnings and rapidly respond to prevent customer churn;
• Develop short, medium and long-term programs leveraging data, technology and process to address churn root causes and drive churn reduction;
• Launch initiatives and tactics with cross-functional teams, ensuing seamless and efficient execution and that the customer and agent experience is simple and effective;
• Ability to focus on tactic measurement to evolve and adapt key initiatives;
• Focus on ways to insulate customers (converging with Wireless, product upsell, etc.) and maximize lifetime customer value;
• Work with team members accountable for building proactive retention programs and campaigns to influence and maximize impact;
• Drive forward key strategic programs with support of cross-functional team and be an advocate for maximizing customer lifetime value; and
• Develop proposals and recommendations on new strategies for senior management consideration.

 What you bring:

• Marketing Experience, including Customer base management/Customer Retention/Customer Loyalty experience – with key strength in executing and launching 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…