Analyst, Campaign Operations

Reporting to the Manager, Involuntary Churn

The Analyst, Campaign Operations, is primarily responsible for the monitoring, tracking, data validation and execution of all retention communications deployed to minimize non-pay and voluntary churn. This position will be responsible for developing new reports, as well as performing ongoing investigations and analysis, to ensure that campaigns are optimized and operationalized according to plans.


  • Monitor and track all Retention communication events, ensuring that all communications are deployed as defined in marketing requirements
  • Work with Billing and Customer Care teams to obtain credit and collections reports; understand drivers for non-payment; and identify and implement solutions to minimize credits and reduce non-payment failures
  • Perform data validation and mapping operations to improve internal reporting
  • Document existing data flow and rules; manage implementation of new rules
  • Automate reporting for campaign performance through integration of various data sources, eg. SQL; text files; CSV; Excel
  • Perform ad hoc SQL queries, customer analysis and other analytical functions to support decision-making processes
  • Load campaign data into databases for ad hoc investigations
  • Conduct self-directed investigations of potential issues and opportunities; lead investigation of data and campaign operational issues with internal partners (eg. IT, Finance and Customer Care), as well as external partners
  • Provide stakeholders with insights, recommendations and regular reporting with respect to performance trends and potential gaps versus anticipated results
  • Deliver end-to-end issue resolution and new opportunity implementation with stakeholders, including operational and campaign changes to improve costs and non-pay recovery

Knowledge and Skill Requirements

Level of Education

  • University degree in computing, math or business / commerce

Job Related Experience

  • 2-5 years’ industry experience

Skills and Background

  • SQL experience, particularly querying and combining data from variety of local databases and external tables
  • Experience reporting on, analyzing and manipulating customer- and transactional-level data
  • Analytical approach to problem-solving
  • Understanding of direct marketing and data mining principles
  • Ability to manage multiple tasks, deadlines and priorities
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