Specialist, Loyalty and Retention

Req Id: 432237 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 #TeamBell. 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. Summary 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. Key Responsibilities 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: Base Engagement Programs Develop and execute proactive engagement campaigns to build brand affinity and reduce pre-emptive churn. New Product Introduction (NPI) 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. Product Decommissioning 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. Customer Migration Programs 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). Critical Qualifications Education University degree in Business, Marketing, Economics, Statistics, or a related discipline. Experience 3+ years of experience in loyalty marketing, customer lifecycle management, retention, or subscription-based marketing (telecommunications experience is highly preferred). Migration Experience Proven experience managing customer migration, technology transition, or product sunset campaigns is highly desirable. Technical Skills Strong analytical mindset with the ability to interpret customer base data and develop business cases; ad vanced proficiency in MS Excel and PowerPoint. Preferred Tools Direct experience or familiarity with data platforms such as SQL, Tableau, or MicroStrategy is a strong asset. Communication Exceptional interpersonal and communication skills; c omfortable presenting performance results, migration milestones, and strategic business cases to management-level stakeholders. Excellent verbal and written communication skills. Adequate knowledge of French is required for positions in Quebec. Additional Information: Position Type: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Toronto || Canada : Manitoba : Winnipeg || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Quebec : Montreal Work Arrangement: Hybrid Application Deadline: 09/13/2026 For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs. Please apply directly online to be considered for this role. Applications through email will not be accepted. We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners. At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us. Artificial intelligence may be used to assess parts of your application. Please review our privacy policy ( see Phenom for details ) to learn more about how we collect, use, and disclose your personal information. Created: Canada, ON, Toronto Bell, one of Canada's Top 100 Employers .