Senior Manager, Loyalty and Retention

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell. 

On the Consumer and Small business team you’ll work across a portfolio of brands and solutions. From Bell’s best networks for the home, the office and on the go to the member benefits at Virgin Plus to the cheap and cheerful plans at Lucky Mobile we meet the connectivity needs of all customer segments in Canada. 

And it’s not just the options we provide, it’s how we provide them. On this team you’ll be a part of a focus to continuously improve the customer experience, making it more seamless, intuitive and responsive. 

Summary

Are you a strategic thinker with a passion for customer experience and a relentless drive for execution? We are seeking a dynamic Senior Manager of Wireline Loyalty & Retention to lead our customer retention strategy and execute key base insulation programs.

In this critical dual-function role, you will be the architect behind key loyalty programs and the driving force bringing them to market. You will blend deep analytical insights with hands-on program execution. From spearheading our response to the latest CRTC mandates to launching high-impact hardware upgrade and speed-boost programs, you will ensure we proactively deliver solutions that drive long-term value and elevate the customer experience.

Key Responsibilities

• Planning & Analytics: Drive Quarterly Planning & Strategic Initiatives. Act as the Quartering Planning prime for all Wireline Loyalty.
• New Initiatives: Spearhead forward-looking initiatives including AI-driven predictive clusters, Virgin to Bell migrations, and Cornerstones. Act as the front door for any other new projects / business problems.
• Fibre Insulation: Manage the FTTH Speedboost & Modem Upgrade Programs. Execute the 2026 Speedboost plan, evaluate performance, and set the roadmap for 2027. Stand up a net-new program to upgrade subscribers from legacy hardware (HH3K or older) to Gigahub, expanding the Speedboost universe and driving contract renewals in Ontario.
• Non-Fibre Churn: Act as the Prime for Non-Fibre Churn Targets. Develop innovative programs to hit non-Fibre retention goals. Launch and scale the Loyalty Crave program (initially targeting the non-Fibre footprint with future FTTH expansion opportunities. Own Wireless Home Internet (WHI) churn, including piloting Speedboosts and exploring WHI-to-FTTH migration strategies.
• Regulatory & Compliance: Serve as the strategic prime to navigate and implement any new CRTC mandates ensuring compliance while mitigating churn risks.
• People Leadership: Lead and develop a high-performing team. Directly manage, mentor, and guide two direct reports, fostering a culture of strategic thinking and flawless execution.

Critical Qualifications

• Industry Expertise: 5–7+ years of progressive experience in base management, retention strategy, or marketing within the telecommunications sector.
• Strategic & Tactical Agility: Proven ability to zoom out to build multi-year strategies and zoom in to manage the granular details of project delivery.
• Analytical Prowess: Deep comfort with complex data and ability to leverage AI insights.
• Regulatory Navigation: Experience adapting customer journeys and retention tactics to align with evolving industry regulations and compliance standards.
• Cross-Functional Leadership: Exceptional interpersonal skills with a track record of driving initiatives across technical, marketing, and operational teams.
• Communications: Excellent written and verbal communication skills to all management levels.
• People Leadership: Track record at successfully developing and elevating 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 
Application Deadline: 07/12/2026 

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week.  Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners. 

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or View email address on jobs.bce.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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