Manager, Small Business Product Intensity and Cross-sell Team

Description

Our team and what we’ll accomplish together

The Small-Medium Business (SMB) team is a dynamic, fast-paced, and collaborative group. Together, our team is responsible for delivering profitable growth within the highest-value segment for TELUS Business. We are the destination of choice for entrepreneurial marketers that enjoy starting something from nothing and building it up. Our values centre around ownership, outcomes, curiosity, iteration and celebration.

We’re looking for a Manager, Product Intensity and Cross-sell to define and execute on strategic programs that support our current business goals. This role will have direct responsibility for all ‘4 Ps’ of the Cross-sell portfolio, with a focus on creating more multi-product customers, driving value and reducing costs. This team works in Eastern and Mountain time.

What you’ll do

You and your team are responsible for strategically intensifying SMB wireline customers by designing data-informed programs based on predictive models and lifecycle insights, enabling differentiated interventions, consistent journey outcomes, and enhanced multi-product retention. You will work closely with cross-functional partners across pricing, planning, business intelligence, campaign and sales teams.

As a leader, you will be responsible for developing your team members and fostering a performance-based culture rooted in curiosity and collaboration.

• 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

Qualifications

What you bring

• 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

Great to haves

• 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