Senior Market Manager - TELUS GTM Retention (SHS & FFH)

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Location :

Vancouver, BC, CA Toronto, ON, CA Calgary, AB, CA Ottawa, ON, CA

Jobs by Category : Sales and Marketing

Job Function : Marketing

Status : Full Time

Schedule : Regular

Description

Our team and what we’ll accomplish together

This exciting role is at the very center of our Retention program for Home Solutions (FFH West and TQ) across the Internet, TV and Home Phone and SmartHome Security (national) customer bases focused on both customer churn and cost of retention KPIs.

As the Go-To-Market Senior for TELUS Retention, you will have a focus on SmartHome Security with a broad interlock across national retention efforts and scope.

You will be responsible for driving and delivering the retention strategy for SmartHome Security alongside the rest of the team, being well versed in our churn results, completing routine analysis all while partnering with our colleagues in Products and Services for strategy enablement.

In this role, you will develop key data driven decisions and tactics to engage existing TELUS customers and rally our internal team members to deliver industry leading churn, and financial targets.

You will lead critical SmartHome Security reactive go to market activities for the product, with the potential to grow into a programmatic role inclusive of FFH strategy.

You will also be responsible for channel planning integration, rolling out new pricing, offer and positioning strategies, and launching exciting new competitive opportunities.

Together, we will secure the best in class retention strategy in Canada and provide a superior SmartHome security solution that drives customer loyalty.

What you’ll do

• You’ll design and execute a best in class go-to-market (GTM) reactive strategy for TELUS SmartHome Security, including our internal messaging strategy, channel integration plans, new pricing and offer positioning, and Competitive response strategy
• Partner with our Products and service teams to become an industry leader in ensuring the best possible customer product experience, and to prevent product and experience related churn
• Using our data and insights, you’ll play a critical role in analyzing our business opportunities and then guiding the team through your strategy on how we will effectively prevent and arrest churn
• Ensuring our goals and strategy are articulated and executed flawlessly with our internal team members to ensure frontline team members are educated on how to save the service, drive accretive save measures while ensuring a seamless first call resolution experience for the customer
• You will work with cross-functional teams (such as product, pricing, base management, and our internal retention team) to create holistic retention programs and strategies for TELUS SmartHome Security
• You will share strategic overviews, updates, and recommendations to the senior leadership team to assist with decision making and future planning activity

Qualifications

What you bring

• The ability to think critically and challenge the status quo, uncovering opportunities to optimize program performance against key performance objectives
• Impeccably organized with a proven ability to manage multiple streams of work and multiple stakeholders
• Talent for bringing people together in a positive way, you know how to work effectively across groups, discuss opportunities, tackle problems, and motivate people to take action
• Data-driven marketer who uses reporting, analysis, team partnerships, and continuous improvements develop and optimize campaigns and strategies
• Recognized for your superb communication skills, you have an ability to explain complex ideas simply and translate them into creative and practical strategies
• Familiarity with analysis, churn reporting, and 1 : 1 marketing
• English verbal and written is required for this opportunity

Great-to-haves

• 7+ years progressive experience in marketing or business management positions
• Knowledge of the Google suite of applications, notably Slides and Sheets
• Experience in telecommunications (mobility and / or home services)
• A business undergraduate degree in Marketing or communication

Salary Range : $86,000-$130,000

Performance Bonus or Sales Incentive Plan : 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as :

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• 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

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding.

We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here.

When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates : if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion

TELUS’s annual revenue

$4.8 billion

The brand value that TELUS brings

Consecutive years our annual dividend payment has increased

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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