Manager, Small Business Product Intensity, Cross-sell Team
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Job Description
Manager for TELUS Business's SMB team executing cross-sell strategies. Leading initiatives to enhance product intensity and customer retention across the organization.
Responsibilities:
- Lead the strategy and execution of our cross-sell portfolio, upsell and multi-product intensity initiatives
- Shape and adjust customer value propositions in response to evolving market dynamics, while maintaining alignment with long-term portfolio objectives
- Collaborate cross-functionally to develop marketing strategies and plans to reactively improve product intensity, maintain customer ARPU, and enhance customer lifetime value
- Work closely with frontline teams to identify customer pain points, drive continuous improvements and improve the overall customer experience
- Garner buy-in from all levels of a large organization including senior leadership by leveraging your strong storytelling, presentation, and negotiation skills
- Collaborate with product, data science, and enablement teams to create long-term strategies and frontline support tools that address customer challenges, improve agent effectiveness, and deliver against financial objectives
- Collaborate with our Frontline Agents and Loyalty & Retention team to align on strategic guardrails, offer governance, and churn mitigation tactics that balance competitiveness with profitability
- Build and maintain a team culture that leverages data-driven insights for continuous improvement, celebrates wins together, and socializes learnings for future success
- Lead through a coach-based approach with the lens of developing each team member to reach their full potential
- Serve as a key thought leader in the TELUS Business leadership team
Requirements:
- You're a natural-born leader with a willingness to challenge the status quo
- You are an analytical thinker who leverages segmentation models, performance trends, and customer journey insights to inform data-backed retention decisions
- You provide thoughtful recommendations that link back to specific business problems and goals
- You’re a supportive manager, known for your focus on coaching, supporting and mentoring your team members in an open, honest, inclusive and approachable way
- You’re a persuasive communicator who is clear, concise and articulate in all aspects of communication
- You manage stakeholder communications well, including to members of cross-functional leadership groups
- You are results-oriented with a strong sense of ownership for customer lifecycle outcomes, retention economics, and long-term portfolio performance
- You are agile and have the ability to coordinate multiple initiatives in the portfolio and work within an environment of rapid change
- You have 5-7 years experience in a marketing, program or product management role where you were involved in executing key strategic marketing, campaign and/ or pricing initiatives
- You have experience leading people and empowering teams to achieve their goals and drive success.
Benefits:
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- minimum 3 weeks of vacation
- flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more …
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