Specialist, Customer Continuity & Retention
Enercare
Markham, ON, Canada
2d ago

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan.

If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Role : Specialist, Customer Continuity & Retention Status : Regular, Full Time Department : Marketing Division : Enercare Home and Commercial Services Location : Markham About Enercare : Enercare is headquartered in Markham, Ontario, Canada and is owned by Brookfield Asset management.

As one of North America’s largest home and commercial services and energy solutions companies with approximately 3,800 employees under its Enercare and Service Experts brands, we are a leading provider of water heaters, water treatment, furnaces, air conditioners and other HVAC rental products, plumbing services, protection plans and related services.

With operations in Canada and the United States, we serve approximately 1.6 million customers annually. Enercare is also the largest non-utility sub-meter provider, with electricity, water, thermal and gas metering contracts for condominium and apartment suites in Canada and through its Triacta brand, a premier designer and manufacturer of advanced sub-meters and sub-metering solutions.

Proudly Canadian, we keep millions of customers comfortable every day. It’s all about the wellness of your home and business and it’s what we do.

Summary : The Specialist, Customer Continuity and Retention Home Services, is responsible for leading the development and implementation of customer retention strategies and sales incentive programs that support the maintenance of our customer continuity across all product portfolios.

Additionally, this role will actively engage with critical business stakeholders (Field, Call Centre agents and management etc.

to gain a better understanding of the customer and provide recommendations to improve customer value at various stages of the customer journey.

Your efforts and decisions will have a direct and immediate impact on the company’s success. This position will report to the Manager, Customer Continuity & Retention.

This is a great opportunity for a passionate, self-motivated, and customer-centric marketing professional looking to join a growing organization positioned to be the premier provider of essential home, commercial services and energy solutions in North America.

Key Responsibilities (not limited to) :

  • Perform ongoing business results monitoring and reporting (Weekly / Monthly) on churn performance
  • Provide ongoing business forecasting on churn
  • Develop insight driven short-term action plans, to ensure customer attrition remains at manageable level
  • Develop and drive the customer retention strategies
  • Build property management channel retention pricing and saves incentive programs
  • Cultivate and manage cross-functional relationships with the call canter, sales and field teams
  • Construct, implement and conduct post launch analysis on new saves offer, to improve the customer attrition
  • Develop a strong understanding of customer & conduct ongoing activities that promote the improvement of the Customer Experience i.
  • e. policy and procedural changes, escalation management

    Desired Qualifications :

  • 2-4 years’ marketing / trade marketing experience
  • Strong project management and negotiation skills
  • Exceptional verbal & written communication and presentation skills
  • Comfortable sifting through large amounts of data to report on findings and uncover insights
  • Understands how to complete a business case, including Internal Rate of Return (IRR) & Return on Investment (ROI)
  • Highly proficient in PowerPoint, Excel, Outlook, and Word
  • CRM experience is an asset
  • Intellectually curious with a strong desire to solve complex problems
  • Demonstrated ability to collaborate with diverse cross-functional teams to achieve results
  • Enercare’s recruitment process includes accommodation for applicants with disabilities. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

    Other details

  • Pay Type Salary
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