Specialist, Loyalty & Retention

Req Id: 432242 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. As a key member of the Loyalty & Retention team, the Specialist is responsible for identifying opportunities and developing strategies to improve customer loyalty and reduce churn. We proactively identify customers who may be at risk of cancelling their services and develop targeted initiatives to strengthen engagement, enhance customer value, and improve retention outcomes. This role is primarily focused on the planning, coordination, and delivery of strategic loyalty and retention initiatives. Acting as a key cross-functional partner, you will work closely with teams across Marketing, Pricing, Product, Business Intelligence, Customer Experience, and Operations to drive alignment, manage project execution, and ensure successful delivery of initiatives that improve customer experience and reduce churn. Leveraging customer insights, business performance data, and analytics, you will support the development of retention strategies and recommendations that strengthen customer loyalty, enhance lifetime value, and contribute to Bell's business objectives. If you are someone with passion, fresh ideas, and an ability to influence others, you may be the right person to join our team. Key Responsibilities Lead the coordination and execution of loyalty and retention initiatives aimed at reducing churn, improving customer experience, and delivering against key business objectives. Coordinate cross-functional projects across Marketing, Pricing, Product, Business Intelligence, Customer Experience, and Operations, ensuring stakeholders are aligned on priorities, timelines, risks, and key deliverables. Develop and maintain project plans, track milestones and dependencies, and provide regular updates to stakeholders to support the successful execution of retention and transformation initiatives. Analyze customer and business performance data to identify churn drivers, uncover opportunities, and contribute to the development of data-driven retention strategies and recommendations. Monitor initiative performance, measure results against objectives, and identify optimization opportunities to improve customer loyalty, retention outcomes, and overall business performance. Critical Qualifications Proven project management and organizational skills, with the ability to manage multiple initiatives and competing priorities. Strong stakeholder management and influencing skills, with the ability to collaborate effectively across cross-functional teams. Excellent written, verbal, and presentation skills, with the ability to communicate effectively with audiences at all levels. Strong analytical and problem-solving skills with the ability to derive actionable insights from data and develop recommendations. Highly organized, detail-oriented, and comfortable working in a fast-paced, evolving environment. Advanced proficiency in Microsoft Excel and PowerPoint, including the development of business cases, project updates, and executive presentations. Preferred Qualifications Experience in customer loyalty, retention, analytics, strategy, or customer lifecycle management. Experience leading or supporting cross-functional projects, including planning, stakeholder coordination, and implementation of strategic initiatives. Experience leveraging data and insights to identify business opportunities and develop customer-focused retention strategies. University degree in Business, Economics, Marketing, Data Analytics, or a related discipline. Experience working in a large, matrixed organization and collaborating with cross-functional stakeholders to deliver business results. Telecommunications industry experience is considered an asset. 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 Work Arrangement: Hybrid Application Deadline: 09/02/2026 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 .