Manager, Customer Retention (Connected Home)

Date: Jun 3, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.


As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

This position is part of the Connected Home Customer Retention team, reporting to the Sr. Manager, Customer Retention

The Customer Retention team manages churn across the Connected Home business. We collaborate with partners in channels, commercial strategy, and base management to develop retention strategies and execute churn reduction tactics. The team focuses on achieving quarterly Household Nets and revenue targets.

What you will be doing:

  • Liaise with Care and Outbound Telesales teams on the execution of retention programs – with the objective to remove customer and front-line friction
  • Conduct detailed analysis on churn performance and identify opportunities to drive stronger results
  • Partner with mapping team to manage and deploy save tactics
  • Support commercial strategy and finance teams by providing inputs into business cases and analysis
  • Individually manage focused retention programs (e.g., Fido Internet, New Home Construction)
  • Support high priority Connected Home initiatives (e.g., Ignite Smartstream)
  • Participate in quarterly planning activities within Connected Home marketing
  • Produce and deliver presentations to peers and senior management
  • Facilitate workshops with mid-to-senior level executives across Rogers’ organization

What you bring: 

  • Comfortable dealing with ambiguous asks, and able to structure high-level queries into actionable tasks
  • Strong business and financial acumen, and robust analytical ability
  • Technical knowledge of working with large data sets, and the ability to pull actionable insights from data
  • Strong presentation / communication skills and ability to influence 
  • Self-starter mentality, with the ability to independently own and deliver elements of channel strategy
  • Ability to be a part of a high-functioning team in a fast-paced work environment; inspires and motivates others to higher levels of performance.
  • Ability to perform multiple tasks and objectives
  • Very strong executive presence with a demonstrated ability to navigate difficult situations through relationship building and by influencing others
  • Advanced Microsoft Excel, and PowerPoint and skills
  • Knowledge of SAS Enterprise Guide and/or other statistical + analytical software an asset
  • Familiarity with the telecommunications industry an asset
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Marketing & Marketing Communication
Requisition ID: 222894
Together, we'll make more possible, and these six shared values guide and define our work:
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. 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. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities 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 Rogers FAQ.

Posting Notes:  Marketing 

Job Segment: Telecom, Telecommunications, Developer, Marketing Manager, Manager, Technology, Marketing, Management

Location: Toronto, ON, CA

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