Loyalty & Retention Sales Director - Small & Medium Business (SMB)

Description

Join our team

We are the Small Medium Business Sales team, a dynamic, entrepreneurial, and highly engaged team of professionals driven to serve Small Business customers who represent a high value and growing market segment for TELUS. We are as passionate about our team and our customers as we are about our business, and we’re looking for people who get excited about thinking and delivering differently.
Our team members include people like you – curious, analytical, innovative, and authentic. We believe that you’ll find our high-performance culture personally fulfilling, professionally challenging and rewarding. Join our team and make your future friendly too.

Here’s the impact you’ll make and what we’ll accomplish together

We have an exciting opportunity for a Director - SMB Loyalty & Retention to join our team. In this role, you are in the driver’s seat! You take a hands-on approach to supporting and motivating a large contact center team of front line team members and leaders across Canada, Guatemala and El Salvador, focused on providing best in class solutions and service to our customers that will take the SMB Loyalty and Retention team to the next level.
You’ll lead, coach and develop a high performing team capable of exceeding the goals, objectives and financial targets. You will develop and implement the strategy for growing TELUS' integrated business within the business market as well as collaborate with and consolidate feedback for the Business Marketing team to drive efficiencies.
You are motivated by numbers and you understand the story behind KPIs, activity management and service levels. You know when to celebrate successes and wins with your team and when to provide detailed coaching to build and maintain the momentum in the field.

What you’ll do

• Leading all customer retention activities across SMB
• Establish and deliver on key performance indicators (KPIs)
• Collaborate with stakeholders in Marketing and TDX to meet objectives
• Leading managers and frontline teams, you will develop and sustain a high performance culture of coaching, developing and recognition
• Creating and supporting a high-energy, results-oriented, inclusive work environment that encourages your team to give their best to our customers, to our community, to TELUS and ultimately to our shareholders
• Engage our workforce to build a cohesive, motivated team that is focused on providing exemplary service to our customers that motivates them to recommend TELUS to their friends and family
• Deliver operational efficiencies and excellence through process improvements, people focus, and training, leading to call and cost reduction
• Develop, implement, and execute strategic projects, initiatives, and programs that will put our ‘Customers First’ and deliver industry leading churn
• Accountable to manage budgets to meet corporate objectives
• Establish internal and external networks in order to influence the group’s direction and enhance client support effectiveness, efficiency, and overall client experience
• Present performance results, strategies, and vision to senior leaders and to large team forums
• Drive team engagement through strong communications strategies, recognition initiatives, learning and career development programs
• Keep local, national, and international team members engaged via multiple remote leadership strategies, including travel to on-shore and off-shore sites
   

Qualifications

What you bring

• You have a passion for people: Improving the experience of our customers and supporting our front line team members
• Proven track record of leading large teams and developing cross-functional relationships to deliver strong operational results and customer focused programs
• Demonstrated ability to make decisions and adapt quickly to change and be a confident source of support for those experiencing change
• Strong business acumen and a business maturity that includes well-honed critical thinking; problem solving skills
• Exceptional interpersonal skills and a flexible style to lead, motivate, and influence all levels of decision makers, customers, and team members
• Ability to adapt to conflicting priorities and demonstrated experience overcoming roadblocks
• Strong negotiation and conflict resolution skills
• Excellent communication and presentation skills
• Contact center management experience and/or familiarity
• 5-10 years of large team leadership experience

Great-to-haves

• French language skills – conversational and written an asset (not required)