Specialist, Loyalty and Retention

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world‑class networks, AI‑powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting‑edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #Team Bell.

On the Consumer and Small business team you’ll work across a portfolio of brands and solutions. From Bell’s best networks for the home, the office and on the go to the member benefits at Virgin Plus to the cheap and cheerful plans at Lucky Mobile we meet the connectivity needs of all customer segments in Canada.

And it’s not just the options we provide, it’s how we provide them. On this team you’ll be a part of a focus to continuously improve the customer experience, making it more seamless, intuitive and responsive.

As a key member of the Wireline Loyalty & Retention Team within CSB (Consumer & Small Business), you will focus on maximizing customer lifetime value for Wireline Residential Services. Your primary responsibility will be driving churn‑reduction strategies, proactive engagement, new product introduction, end of life and migration strategies for our Wireline portfolio:
Internet, TV, and Home Phone.

To keep our base connected to the best technology, your responsibilities will span the entire customer lifecycle, specifically focusing on base engagement, lifecycle transitions, and technology upgrades:

• Develop and execute proactive engagement campaigns to build brand affinity and reduce pre‑emptive churn.

• Partner with Product and Marketing teams to design loyalty‑focused launch strategies for new hardware (e.g., next‑gen Giga Hubs), and service tiers, or product features such as hardware free TV or wireless Internet back‑up.

• Manage the delicate customer communication and retention strategy for phasing out legacy products and features.
• Mitigate churn risk during product sun‑setting by designing soft‑landing offers and transparent messaging that maintains customer trust.

• Lead targeted migration campaigns to transition customers from legacy copper/DSL infrastructure to our premium pure fibre (FTTH) network.
• Collaborate with Network Deployment and Field Services to ensure a frictionless upgrade experience, minimizing friction and securing long‑term customer commitment.
• Lead and support migration campaigns for Iterbrand movements (Virgin to Bell) as well as platform movements (Legacy to Cornerstones).

• University degree in Business, Marketing, Economics, Statistics, or a related discipline.

• 3+ years of experience in loyalty marketing, customer lifecycle management, retention, or subscription‑based marketing (telecommunications experience is highly preferred).

• Proven experience managing customer migration, technology transition, or product sunset campaigns is highly desirable.

• Strong analytical mindset with the ability to interpret customer base data and develop business cases; advanced proficiency in MS Excel and PowerPoint.

• Direct experience or familiarity with data platforms such as SQL, Tableau, or Micro Strategy is a strong asset.

• Exceptional interpersonal and communication skills; comfortable presenting performance…