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Shaw Communications
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Strategy Analyst, Customer Base Management

Department name: Customer Base Management
Business unit: Consumer
Position ID: J0721-1587

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.

The role

As a Strategy Analyst, Customer Base Management you will…
Program/Campaign Management (50%)
• Partner with call center, retail and digital teams to ensure all channels have access to appropriate tools for base traffic to deliver on KPIs
• Monitor the promo effectiveness and churn mitigation performance per channel
• Build reactive campaigns and programs to mitigate churn and increase revenue
• Execute programs end to end from idea generation to post analysis
• Brief communication team to create campaign communication materials
Project/Process and Customer Experience Management (25%)
• Be the owner of existing wireless customers and participate, coordinate/manage all existing customer impacting initiatives. (regulatory mandated changes impacting customer experience, project developed by other teams impacting customer experience etc.)
Strategy Development (25%)
• Analyze the base movements and behavior and propose strategies to mitigate churn and increase revenue
• Help to develop new base management policies to mitigate churn and increase revenue
• Identify pain points within customers journeys and propose changes for a smoother customer experience

A typical day

In a typical day you will be
• Monitoring program performance using dashboards and reporting tools like PowerBI, Tableau
• Working with respective teams (call center, retail, or digital) on program performance and make necessary tweaks in offers/processes/strategy to achieve retention and revenue targets,
• Developing programs and briefing data analytics and communication teams to make sure right customers get the right message to achieve your strategic goal.
• Collaborating with various teams (finance, IT, acquisition etc.) and influence the customer experience impacting initiatives to build a smooth experience for all customers.

Your skills/experience

• 2-3 years of Marketing experience preferably in loyalty, churn, retention, or CRM (Telecommunication industry experience is an asset)
• Excellent interpersonal skills with ability to interact with all levels of organization
• Self starter
• Feels comfortable under ambiguity
• Ability to run multiple projects at the same time
• Computer Skills: Excel, Word, Power Point are must. Tableau and Power BI knowledge is preferable.

Other details

• This position requires the successful completion of a criminal and credit background check.
• This role is location-specific Toronto HQ
• Is travel required? Less than 10%

Posting closing date: July 30, 2021

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.