Executive Customer Relations Advisor

Description

Join our team 

Who do customers turn to when they feel all other avenues are exhausted? Often times they opt to go to the top of the house and engage the TELUS Board, CEO or ELT. We're looking for a passionate customer advocate for the Executive Client Relations teams to help protect the TELUS brand and support resolution of these challenging cases on behalf of the TELUS senior leadership team. If you are constantly looking for new ways to do things, you think inside and outside of the box and are a calculated risk taker to better support our customers, we would like to chat with you.

This role is responsible for executive client resolution, involving end-to-end execution, logistics, and strategic management of customer follow-up programs. This requires managing fulfillment logistics, coordinating with internal and external partners, and ensuring data integrity for program measurement.

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

As a member of the Executive Client Relations (ECR) team, you are a strong customer advocate and work in partnership with a broad range of stakeholders to resolve issues and escalations on behalf of the leadership team. Equally as important, you will help support the appropriate stakeholder teams to help prevent reoccurrence of issues by acting as the voice of the customers to drive sustainable and meaningful change throughout the organization.

Here's how

Executive Client Relations & Case Management

• Own the client’s experience through clear, timely and effective verbal and written communications.
• Work collaboratively with business partners (e.g. CSE, Legal, Media, Regulatory & Senior Executive Leadership Team) outside of ECR to achieve resolutions that exceed client expectations while achieving corporate goals and objectives.
• Effectively summarize and communicate client issues for root cause analysis to highlight and recommend key changes within operations.
• Represent TELUS, while fully supported by our legal team in court proceedings, when required.

Program Execution & Data Management

• Oversee the ongoing customer follow-up cadence post-resolution.
• Manage the selection and delivery of gestures of appreciation.
• Coordinate fulfillment logistics with vendors, including managing materials, packaging, and shipment.
• Allocate and confirm budget, resources, and cost centers for program rollouts.
• Maintain end-to-end control over the program's tone, timing, and gesture selection to align with ECR's brand of empathy and accountability.
• Coordinate with internal partners (e.g., Rewards, Marketing, and Customer Comms).
• Work with external partners to establish a Purchase Order (PO) or Statement of Work (SOW) for materials and logistics.
• Manage staff allocation for monthly fulfillment and ensure a lightweight process for packaging and shipping.
• Track and report on program performance.
• Measure key metrics (e.g., survey scores, retention/upsell events, and re-engagement rates).
• Ensure seamless integration with ECR case data for consistent tracking and sentiment reporting.
• Capture qualitative feedback to feed the sentiment library.

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Qualifications

What you bring

• Proven ability to communicate with all levels of leadership within TELUS.
• The ideal candidate would have at least 3 years of experience as a customer service escalation professional with expertise in negotiation and conflict resolution.
• Ability to escalate major issues preventing the resolution of a case and/or the progress of a fix that will prevent the recurrence of an issue.
• Facilitate and coordinate discussions between required parties (e.g. steering committees, internal and external stakeholders).
• Build and maintain key relationships with partners to influence case management priorities, strategies, and delivery.
• Must be team-oriented with the ability to accept responsibility and work with minimal supervision.
• Underpinning all of this is a real desire to put the customer first. You have a natural curiosity and are a lifelong learner.

Great-to-haves

• Case management knowledge/experience is a benefit.
• Demonstrated working experience across a variety of portfolios including Mobility, FFH and SHS.
• Proven experience engaging and communicating with senior leadership. 
• Experience pertaining to Legal processes would be a distinct advantage.
• Experience managing logistics, vendor relationships (PO/SOW), and budget allocation.
• Experience with data tracking, reporting, and measurement.