Director, Digital Communications&Personalisation - TELUS DOTComm (Digital-Omnichannel Transformation
Toronto, ON, CA, M5J 2V5
Description
About Digital-Omnichannel Transformation & Commerce (DOTComm)
Join the DOTComm team at TELUS, where we're on a mission to reimagine omnichannel experiences and make digital the channel of choice. We're focused on creating seamless, personalized, and intuitive experiences that drive digital engagement, e-commerce growth, and campaign conversion improvement. Through our customer-centric approach, we aim to optimize investment and improve our customer’s ability to seamlessly interact across all of our touchpoints. As part of the Consumer Marketing & Channels organization, our team is guided by a vision to drive market leadership and unlock the potential in our communities, customers, and team members. If you're passionate about digital innovation and customer experience, we'd love to have you join our team!
What you'll do
We are seeking an experienced and innovative Director, Digital Communications & Personalization to lead the transformation of our 1:1 digital messaging and database management capabilities. Reporting to the VP, DOTComm, this critical role will drive the evolution of our digital communications and personalization strategies, leveraging customer data and insights to deliver orchestrated, behavior-based, real-time triggered campaigns across our owned media channels.
Your key responsibilities will include:
- Digital Communications Strategy: Develop and execute a comprehensive digital communications strategy, leveraging customer data and insights to deliver personalized, relevant, and timely communications
- Personalization: Drive the evolution of our personalization capabilities, leveraging customer data and insights to deliver tailored experiences across our owned media channels
- Contact Orchestration: Own the evolution of our contact orchestration strategies, tied to sales and value outcomes, and leveraging our extended touchpoints across all business units
- Campaign Conversion and Sales Accountability: Be accountable for 1:1 campaign conversion and the resulting sales and value outcomes, ensuring that our digital communications and personalization strategies drive measurable business impact
- Martech Enablement: Collaborate with our CPO and CIO partners to enable the martech infrastructure required to support our digital communications and personalization strategies
- Cross-Functional Leadership: Lead cross-functional teams to drive the transformation of our digital communications and personalization capabilities, influencing and collaborating with stakeholders across the organization
- Addressable Base Growth: Own the growth and management of our addressable base, leveraging our extended touchpoints across all business units and evolving our contact mediums to include new channels like messaging apps
- Leadership Team Participation: Act as a key member of the DOTComm leadership team, contributing to the development and execution of the omnichannel vision and strategy
- Team Culture Evolution: Foster and evolve a high-performing team culture that emphasizes innovation, collaboration, and customer-centricity
Qualifications
Experience: 10+ years of experience in digital marketing, with a focus on 1:1 marketing strategies, digital communications, and personalization.
What you bring:
- Strong leadership and management skills, with the ability to drive transformation and influence cross-functional teams
- Deep understanding of digital marketing channels, including email, SMS, push, and in-app messaging
- Strong technical knowledge, with the ability to collaborate with product and tech teams to drive martech infrastructure and capabilities
- Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders across the organization
Knowledge:
- Digital marketing strategies and trends
- Customer data management and analytics
- Enterprise grade martech infrastructure and capabilities
- Personalization and contact orchestration strategies
- Project management methodologies (e.g., Agile, Waterfall)
Personal Qualities:
- A customer-centric mindset, with a passion for driving digital innovation and customer experience
- Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders across the organization
- A strategic thinker with a focus on delivering high-quality outcomes and driving business results
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and deadlines
- A growth mindset, with a commitment to ongoing learning and professional development
Great to haves
- Knowledge of our company's products, services, and market positioning
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field; MBA or advanced degree