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Manager, Customer Lifecycle Management

Location: 

Toronto, ON, CA, M5J 2V5

Req ID:  54190
Jobs by Category:  Sales and Marketing
Job Function:  Sales & Professional Services
Status:  Full Time
Schedule:  Regular

Our team drives revenue growth through strategic customer lifecycle management across our corporate retail footprint. As Manager, you'll lead a specialized team that transforms how we engage customers—moving from static calling lists to a unified, data-driven assist engine. You'll be the central connector between our retail stores, data science, and digital channels, ensuring every customer interaction is personalized, timely, and conversion-focused.

Description

What You'll Do

 

  • Lead and mentor a high-performing team of CRM Operations, Outbound Strategy, and Channel Enablement specialists, fostering a collaborative culture that treats CRM as a revenue engine

  • Develop and execute a comprehensive lifecycle management strategy within Zoho, establishing clear KPIs ie: RPC, lead exhaust and conversion rates

  • Establish and drive the strategic shift from a campaign lead channel team to a full CRM lead channel team who nurtures their own base, drives lead growth and develops their own unique channel strategy.

  • Drive the integration of Zoho and 3rd party tools ie: CCAI, Telnyx, Business Connect to create a Unified Assist Engine, ensuring retail stores are synchronized with D2C, CSS, and other channel motions to eliminate channel collision

  • Champion data hygiene and lead scoring accuracy through Sales Integration Tracking (SIT) logic, prioritizing representatives toward high-intent warm leads and P1 exhaust opportunities

  • Partner with Channel Experience and OCTO (formerly DBM), Enablement, Sales and Training teams to deliver best-in-class outbound scripts, AI-enabled coaching (CCAI), improved CRM functionality and Virtual Sales Presence designations that unlock exclusive offers and drive conversion

 

Qualifications

What You Bring

 

  • 3+ years of experience building, mentoring, and growing high-performing teams—this isn't your first management role

  • Deep, hands-on understanding of the CRM ecosystem (Zoho, Salesforce, or equivalent) and proven ability to drive sales through automated workflows and lifecycle blueprints

  • Demonstrated ability to build strong relationships and influence stakeholders across large, complex organizations (D2C, DBM, Retail, and other cross-functional teams)

  • Highly analytical mindset with comfort digging into performance data (CVR, exhaust rates, SIT levels) to measure ROI and pivot strategies effectively

  • Strong sense of ownership and proven ability to thrive in target-driven environments, proactively pushing forward complex, multi-stakeholder initiatives

  • Solid understanding of outbound dialing mechanics, lead-to-sale conversion cycles, and retail sales psychology

 

Nice to Haves:

 

  • Experience in telecommunications or a multi-location retail business.

  • Direct experience with Zoho CRM, AI-enabled call listening platforms.

  • Advanced Dashboard & BI tool experience (Tableau, Domo, or Google Looker).

  • Experience in Managed Success or CRM and Outbound sales models.
Salary Range:  $109,000-$202,000
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, based on the role's requirements
  • 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.

 

 

 

 

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion
TELUS’s annual revenue

$4.8 billion
The brand value that TELUS brings

13
Consecutive years our annual dividend payment has increased

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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