Senior Manager, Loyalty and Retention

Summary Senior Manager, Wireline Loyalty & Retention. Lead our customer retention strategy and execute key base insulation programs, blending deep analytical insights with hands‑on program execution. Drive the launch of high‑impact hardware upgrade and speed‑boost initiatives and position solutions that deliver long‑term value and elevate the customer experience.

Key Responsibilities Planning & Analytics: Drive Quarterly Planning & Strategic Initiatives and serve as the primary planner for all Wireline Loyalty. New Initiatives: Spearhead forward‑looking initiatives such as AI‑driven predictive clusters, Virgin‑to‑Bell migrations, and Cornerstones. Fibre Insulation: Manage the FTTH Speedboost & Modem Upgrade Programs, execute the 2026 Speedboost plan, evaluate performance, and set the 2027 roadmap.

Launch a new program to upgrade subscribers from legacy hardware to Gigahub, expanding the Speedboost universe and driving contract renewals in Ontario. Non‑Fibre Churn: Lead programs to hit non‑Fibre retention goals, including the Loyalty Crave program and initiatives for Wireless Home Internet churn, piloting Speedboosts and WHI‑to‑FTTH migration strategies. Regulatory & Compliance: Navigate and implement new CRTC mandates, ensuring compliance while mitigating churn risks.

People Leadership: Lead and develop a high‑performing team, mentoring two direct reports and fostering strategic thinking and flawless execution. Critical Qualifications 5–7+ years progressive experience in base management, retention strategy, or marketing within telecommunications. Strategic & tactical agility: ability to build multi‑year strategies and manage granular project details.

Analytical prowess: deep comfort with complex data and leveraging AI insights. Regulatory navigation: experience adapting customer journeys to evolving industry regulations. Cross‑functional leadership: proven track record of driving initiatives across technical, marketing, and operational teams.

Excellent written and verbal communication skills at all management levels. People leadership: successful development and elevation of team members. 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: Quebec: Montreal Work Arrangement: Hybrid (minimum three days a week in a designated Bell office) Benefits: Competitive salary, comprehensive medical, dental, vision, and mental health benefits. 35% discount on Bell services and exclusive partner offers are also provided. Bell is committed to an inclusive workplace, providing equal opportunities for all candidates. #J-18808-Ljbffr