Manager, Churn & Retention Strategic Evolution

Description

Join our team and what we'll accomplish together

Join the Customer Base Management team and be the envy of all your family and friends!

You will be leading the Churn & Retention Strategic Evolution team, responsible for TELUS and Koodo churn insulation strategic direction, in short, medium and long-term horizons, given insight analysis, market context, and organizational priorities.

If you’re entrepreneurial, excited to work with an engaged and collaborative team, and if you value ownership, outcomes, curiosity, iteration and celebration, then this is the team for you! As Manager, you will play a key role in developing strategies and supporting a high-performing team that will drive profitable churn and retention outcomes within the Koodo and TELUS bases, and have a seat at the table for executive-focused strategic discussions and decisions.

What you’ll do as Manager, Churn & Retention Strategic Evolution

• Define the TELUS and Koodo churn, renewal and upsell strategy, both above the line and below the line, with respect to multiple cohort segments, including our M&H base, our multi-line base, and our newcomer base, among many others
• Support, grow and innovate on our CE reactive strategy to save and manage value of customers who call in
• Develop and support our Koodo and TELUS digital evolution
• Help to build out and support a sub-market strategy, in priority regions like Quebec or where there have been network improvements
• Have P&L accountability - report on portfolio KPIs, identify insights and new opportunities, set targets and build strategic and tactical business cases
• Establish yourself as our external creative agency prime, and work closely with them on innovation, troubleshooting, and relationship management
• Build and maintain a team culture that encourages creativity and innovation, leverages data-driven insights for continuous improvement, celebrate wins together, and socialize learnings for future success
• Communicate strategies and updates on a regular basis to Senior Leadership across the Consumer team
• Coaching, mentoring, motivating and supporting your team and serve as a key thought leader in the Base Management leadership team
• Work closely with the rest of the base management and various pricing, strategy & planning, channel and CE stakeholders

Qualifications

What you bring

• You’re transparent, reliable and have a positive attitude
• You’re curious to understand the dynamics of the business; you can define business problems while investigating clear paths to inform and arrive at actionable decisions that balance customer and business outcomes
• You're willing to challenge the status quo, an analytical thinker who understands, analyzes and optimizes complex business problems, issues and challenges. You provide thoughtful recommendations that link back to specific business problems and goals
• 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’re a self-starter who thrives in a fast-paced, changing environment, has a strong sense of ownership, and is excited to contribute to a fun and collaborative work environment
• 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

Great to Haves

• Don’t have everything you think we need for ‘what it takes’? Don’t let that dissuade you
• Attitude, motivation, and a willingness to learn and collaborate are the most important things we are looking for. So now if you think you have what it takes, please apply