Manager, Customer Retention

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 are looking for:

The Manager, Customer Retention reports to the Sr. Manager, Customer Retention and will lead a team of professionals to drive strategies and programs designed to reduce customer churn and increase revenue from existing customers. 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 revenue accretive programs, focused on churn reduction, 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 will be doing: 

• Work closely with many cross-functional teams, including many key partners from the overall Residential Marketing team, Product, Customer Care, Wireless Marketing, and other axillary teams focused on building or enhancing capabilities, tool evolution etc.; 
• Develop key customer segment framework and determine key drivers of churn and optimal treatments 
• Evolve Framework for reactively responding to competitive pressure based on key learnings and rapidly respond to prevent customer churn; 
• Develop short, medium and long-term programs leveraging data, technology and process to address churn root causes and drive churn reduction; 
• Launch initiatives and tactics with cross-functional teams, ensuing seamless and efficient execution and that the customer and agent experience is simple and effective; 
• Ability to focus on tactic measurement to evolve and adapt key initiatives; 
• Focus on ways to insulate customers (converging with Wireless, product upsell, etc.) and maximize lifetime customer value; 
• 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 maximizing customer lifetime value; and 
• Develop proposals and recommendations on new strategies for senior management consideration. 

 What you bring: 

• Marketing Experience, including Customer base management/Customer Retention/Customer Loyalty experience – with key strength in executing and launching key tactics or treatments; 
• Self-starter with ability to work independently and constantly problem solve to find solutions; 
• Thrives in a fast-paced, ever-changing work environment who has strong priority management and project management skills; 
• Strong attention to detail, a passion for consumer segmentation & data driven decision making; with strong analytical or investigative skills; 
• Ability to be strong team player who can influence and drive consensus with cross-functional teams; 
• Exceptional communication skills (written and oral) for presentation purposes and to drive cross functional effectiveness; ability to tell a compelling story to drive your programs forward; 
• Experience in residential services and/or telecommunications a strong asset; 

What’s in it for you? 

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including: 

• Competitive salary & annual bonus
• Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
• Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
• Paid time off for volunteering
• Company matching contributions to charities you support
• Growth & Development Opportunities:
  
  • Self-driven career development programs (E.g. MyPath program)
  • Rogers First: priority in applying to internal roles of interest
• Wellness Programs:
  
  • Homewood employee & family assistance program
  • Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
  • Low or no-cost fitness membership with access to virtual classes
• Our commitment to the environment and diversity:
  
  • Work for an organization committed to environmental protection
  • Strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

If you are selected to move forward in the recruitment process, here is what you can expect: 

15-minute phone screen with your recruiter, an interview with Hiring Manager, a final round virtual interview with Director of the team. Best of luck! 

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: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON
Travel Requirements: No Selection
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Marketing & Marketing Research / Analysis
Requisition ID: 332720
 

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

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