Manager, North American Employer Base Management - TELUS Health

Join our team and what we'll accomplish together

TELUS Health is dedicated to empowering every person to live their healthiest life.  We leverage leading-edge technology to shape the future of health, making healthcare more accessible and delivering improved health experiences for everyone.  Join our innovative team and make your future friendly while transforming healthcare across North America. 

As the Manager of North American employer base management, you will lead a high performing team responsible for developing and executing customer retention, churn prevention, utilization/engagement, and upsell/cross sell initiatives to maximize customer lifetime value across both the Canadian and US markets. 

What you'll do

• Support the development of a high performing team by fostering a culture of collaboration, innovation, and continuous improvement to drive sustained business growth 
• Partner with demand generation and Customer Success Management (CSM) teams to develop and execute customer retention and churn prevention programs.  Collaborate with cross-functional teams, including Demand Generation and CSM, to create and implement comprehensive customer retention strategies. Leverage insights from CSM team, customer-usage data and feedback to identify at-risk accounts and design end to end customer lifecycle programs.  Develop and track metrics for churn prevention, such as customer satisfaction, product adoption, and engagement, while optimizing strategies to enhance customer  lifetime value.
• Oversee base communications and lifecycle management strategies to drive utilization and engagement.  Oversee all employer account communications with CSM teams including onboarding, education and customer lifecycle check ins, ensuring messaging is aligned to our business goals and customer needs. Deepen customer engagement through lifecycle strategies that promote usage and customer experience.
• Develop data driven approaches to segment and target customers across Canada and the US market.  Utilize customer insights to create segmentation strategies that address the unique needs of the customers in each market.  Collaborate with marketing, product and CSM teams to develop a customer segmentation approach that drives increased retention and engagement across our base 
• Design and implement pricing uplift and upsell/cross-sell initiatives to maximize customer lifetime value.  Identify key opportunities for upselling and cross-selling through in-depth customer analysis, ensuring offerings match customer needs at various stages of the lifecycle. Coordinate with product and CSM teams to deliver targeted campaigns that create compelling value propositions and increase customer retention and utilization.
• Build interlock across our cross-functional teams to ensure synergy and alignment, driving a unified go-to-market strategy.  Facilitate collaboration among all relevant teams, including CSM, RevOps, Sales, Retention, Lifecycle, Reporting, brand and product marketing to ensure seamless coordination and alignment of efforts. Promote a unified approach to executing go-to-market strategies

What you bring

• Degree in marketing or equivalent experience
• 7+ Years of experience in B2B marketing leadership 
• Strong leadership abilities with a track record of building and motivating high performing teams 
• Strong business acumen with experience in go to market, business analysis, campaign management, strategic planning, program management  
• Excellent analytical skills with the ability to use data to drive marketing decisions and demonstrate ROI
• Exceptional communication and presentation skills with the ability to influence stakeholders at all levels 
• Agile mindset with the ability to adapt quickly to market changes and emerging opportunities
• Comfortable with autonomy and able to manage multiple stakeholders and projects with extreme attention to detail and organization skills

What we give back to you

• Opportunity to make a significant impact on the growth of TELUS Health across North America
• Flexible work arrangements that support work-life balance
• Competitive compensation and comprehensive benefits package
• Professional development and career growth opportunities
• A workplace that embraces our core values: passionately putting our customers and communities first, embracing change and innovating courageously, and growing together through spirited teamwork