Director, Rogers Rewards & Recognition at Rogers Communications Inc.

Job Description

The Director, Rogers Rewards & Recognition will be based out of Toronto and will report to the Dual Brand Director, Customer Loyalty - Reward & Recognition, Customer Base Management.

Scope

The Director, Rogers Rewards & Recognition leads the development, management and execution of Rogers Communications Enterprise Wide R&R Programs with the goal of increasing customer retention, improving customer profitability, increasing share of wallet and customer engagement.

Responsibilities

- Develop, Implement, manage and execute the evolution and profitability of the Rogers Enterprise Wide Rewards & Recognition Programs for all lines of business (Cable, internet, RHP and wireless) for Consumer and SMB segments

- Direct Rogers R&R program P&L, financial objectives and deliver positive results & ROI

- Improve customer and product churns and increase customer spending through loyalty initiatives across all lines of business

- Build Loyalty Strategic plan & Annual Loyalty Marketing Plan to meet or exceed program objectives, drive customer engagement & enhance our competitive position

- Lead Marketing Communication plan and tools development as well as establish the direction for all Rogers R&R campaigns to ensure high quality creative delivery and medium effectiveness

- Oversee customer analytical plans and KPI development to measure performance of Rogers R&R loyalty program as well as deep understanding of customer segmentation, market trends in loyalty and competitive offering

- Lead tools, processes, policies development & implementation to deliver robust CRM infrastructure and platforms aimed to support program strategy

- Develop and manage the Operational & Promotional Budgets effectively to support strategy

- Develop and maintain relationships with a cross-functional team of stakeholders to ensure strategic and operational alignment with forecasted business results

- Develop and manage direct reports which involve setting objectives, establishing performance criteria, assigning projects, measuring results and performance
Skills

Qualifications

- Master degree in Marketing or a related discipline
- 10 years + of Rewards & Loyalty program development & implementation experience
- 10 years + of direct marketing experience & CRM
- Experience in telecom industry, an strong asset
- Ability to influence positively and keep strong relationships within organization
- Strong communication oral and written skills
- Ability to strategize out the box and to think conceptually
- Ability to establish an internal network of relationships at all levels and influence other areas of business
- Strong analytical and financial skills
- Excellent planning, organizational and follow-up skills
- Strong interpersonal communication skills & team player
- Ability to work independently.
- Creativity and strong leadership skills
- Ability to make quick and clear decision
- Ability to work under pressure and adapt to various situations in a fast paced industry
- Flexibility and willingness to adjust to changing demands and shifting priorities