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Senior Loyalty Manager

Senior Loyalty Manager
- The role would be part of Customer Base Management within the Home Solutions Marketing team, with a focus on improving Movers experience and churn.
- The CBM team drives strategy and programs to reduce churn through reactive and proactive activities.
- The contractor in this role will own the Movers experience, a key moment of truth for customers, and work closely with stakeholder teams to deliver on the strategy and ensure focus is on saving customers and RGU opportunities.
- This will required close coordination with both Business Intelligence and the Churn Analysis team to create usable, relevant reporting to allow tracking of movers experience.
- Champion the delivery of Movers deliverables
- Work with business teams to roll-out creation of a retention metric for move agents, and developing soft skill training on loyalty and churn.
- Identify new opportunities to improve Movers experience, including the creation a new offer for Movers who choose to complete their move.
- This will require opportunity sizing and business casing
- Cross-functional planning & preparation for Move season launch in May 2017, including creation of annual Movers training and material and communications that reflect current business needs

Senior Loyalty Manager Mandatory Skills
- Deliver on strategy for key customer segments to drive improved business results
- Collaborate with stakeholders to develop reporting to better track and manage key business metrics
- Identify new opportunities to improve customer experience, including the creation of targeted offers (analyze opportunity size, create business case, and execute on offer/campaigns)
- Lead cross-functional planning & preparation for campaign launch, including presentation of strategy and tactics
- Communicate with stakeholders, project managers and subject matter experts
- Act as the key liaison and provide knowledge transfer to the rest of the project team
- Collaborate with key stakeholders to deliver refreshed Movers reporting to manage key movers metrics.

Senior Loyalty Manager   Mandatory Skills
- Undergraduate degree required, preferably in Business or Marketing
- Well-developed communication and presentation skills
- Superior analytical skills with an ability to organize data
- Proven project management skills with experience in delivering complex projects
- Strategic thinking; demonstrated experience with developing customer insight
- Proficient with Microsoft Office Suite and/or Google for Work

Senior Loyalty Manager Nice to Have Skills
- Recent experience in telecom or other technology company
- Experience leading project teams with an attention to detail
- MBA and/or consulting background an asset

Senior Loyalty Manager Assignment Location
- Calgary, AB or Vancouver BC

Senior Loyalty Manager Assignment Length
- 8 months