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Manager, Client Experience Strategy - TELUS Retail LTD

Location: 

Toronto, ON, CA, M5J 2V5 Calgary, AB, CA Edmonton, AB, CA Vancouver, BC, CA

Req ID:  52691
Jobs by Category:  Operations
Job Function:  Project Management
Status:  Full Time
Schedule:  Regular

Description

 

Join our team and what we'll accomplish together

 

Reporting into the Director, Retail Experience, you will lead the evolution of our client experience strategy across our physical channels. This visionary and results-oriented individual will own and drive growth through client experience program leadership, data-driven decision making, and delivering measurable results in both client sentiment and store performance. 

 

What you'll be doing

 

Strategic Leadership 

 

  • Define and drive the long-term strategic roadmap for client programs across all retail physical channels, ensuring alignment with business objectives and evolving client expectations.

  • Foster a customer-first culture by leveraging data-driven insights, personalization strategies, and a focus on maximizing client value to deepen engagement and retention.

  • Partner closely with TELUS consumer leadership and key cross functional stakeholders across to embed experience initiatives into the broader consumer sales strategy, ensuring seamless execution and measurable impact.

 

Program Ownership

 

  • Oversee the strategic direction, performance, and continuous evolution of the experience programs. Drive initiatives that optimize client acquisition, deepen engagement, increase retention, and enhance the perceived and actual value of retail experience.

  • Effectively utilize advanced client analytics, behavioral data, and segmentation models to deliver personalized experiences. Translate insights into actionable strategies that generate measurable ROI and strengthen client relationships.

  • Identify, evaluate, and lead new strategies that enhance the relevance and value of the shopping at TELUS physical locations  Build a robust ecosystem that supports client needs and differentiates the brands.

 

People Leadership

 

  • Lead a diverse team fostering a culture of innovation, accountability, and client obsession. Promote collaboration, agility, and continuous improvement to deliver exceptional results.

  • Identify and develop internal high-potential talent while attracting top-tier candidates to support a team that is agile and able to meet the evolving needs of the organization.

#LI-REMOTE

 

Qualifications


What you bring

 

  • 5-8 years of progressive experience in consumer strategy development and execution.

  • Minimum of 5 years in a leadership position, with a proven ability to lead through influence in complex organizations.

  • Demonstrated success leading consumer experience programs within the sales channels.

  • Technically savvy, and adept with various data platforms

  • Experience leading and developing high performing teams.

  • Demonstrated success leading business and technical teams to build and deliver strategic projects to drive profitable sales, improve client experience and retention.

  • Proven analytical skills both at the macro and micro level.

  • Strong influencer and negotiator – demonstrated experience coordinating communication and translating key messages across cross-functional teams and partners.

  • Excellent time management, planning and organizational skills. Ability to multi-task in a fast-paced environment, prioritize and make ongoing decisions.

  • Strong project management, organizational and analytical skills.

  • Strategic and analytical problem solver, with the ability to analyze data and interpret the impact of key business drivers

  • Superior problem solving and decision-making skills

  • Excellent written and verbal communication skills, including sharing ideas and information across diverse audiences and making presentations to achieve alignment at all leadership levels.



 
Salary Range:  $102,000-$154,000
Performance Bonus or Sales Incentive Plan:  20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …
Job Type:  This is for a current vacancy

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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