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’RE LOOKING FOR:

The Manager, Customer Retention reports to the Sr. Manager, Customer Retention Strategy and will lead a team of professionals to drive strategies and programs designed to reduce customer churn and increase revenue from existing customer, primarily on our Wireless Internet product (5GHI Internet). 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 churn reducing programs, 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’LL BE DOING:

• Work closely with many cross-functional teams, including the Wireless LOB, Customer Care, as well as overall Residential Marketing, Network, IT, to drive capabilities, tool evolution etc.;
• Develop key customer segment framework and determine key drivers of churn and optimal treatments
• Develop short, medium and long-term programs leveraging data, technology and process to address churn root causes and drive churn reduction;
• Focus on ways to insulate customers (converging with Wireless, product upsell, etc.) and maximize lifetime customer value
• Evolve Framework for reactively responding to competitive pressure based on key learnings and rapidly respond to prevent customer churn;
• 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 the customer experience and customer lifetime value; and
• Develop proposals and recommendations on new strategies for senior management consideration.

TO PROTECT OUR PEOPLE, BRAND AND ASSETS, A PRE-EMPLOYMENT BACKGROUND CHECK WILL BE CONDUCTED. AS PART OF OUR SELECTION PROCESS, ALL CANDIDATES MUST CLEAR A CRIMINAL BACKGROUND CHECK. ADDITIONALLY, A CREDIT CHECK AND DRIVERS ABSTRACT MAY BE REQUIRED DEPENDING ON THE ROLE.

Schedule: Full time
Shift:
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Marketing & Marketing Communication
Requisition ID: 305463
At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.
Posting Notes: Corporate