Manager, Small Business Customer Acquisition and Base Management

Description

Our team and what we’ll accomplish together
 
The Small-Medium Business (SMB) team is a dynamic, fast-paced, and collaborative group. Together, our team is responsible for delivering profitable growth within the highest-value segment for TELUS Business. We are the destination of choice for entrepreneurial marketers that enjoy starting something from nothing and building it up. Our values centre around ownership, outcomes, curiosity, iteration and celebration.

We’re looking for a Manager, Customer Acquisition and Base Management to define and execute on strategic programs that support our current business goals. In this role, will have direct responsibility for all ‘4 Ps’ of the fixed-product portfolio (Internet, WiFi, Security, Television, etc.) to grow TELUS’ market share. This team works primarily on Eastern and Mountain time.
 
What you’ll do
 

• You and your team are responsible for acquiring and retaining fixed customers, designing in-market product pricing, improving churn rates, and growing the small business segment with a focus on the 1-30 employee segment. You will work closely with cross-functional partners across pricing, planning, business intelligence, campaign and sales teams.
• As a leader, you will be responsible for developing your team members and fostering a performance-based culture rooted in curiosity and collaboration.
• Lead the strategy and execution of our fixed-portfolio growth and retention strategy with a focus on winning in the market through market share gains
• Respond to the competitive environment through pricing tactics (promotions, bundles, etc.)
• Collaborate cross-functionally to develop marketing strategies and plans to reactively reduce customer churn, maintain customer ARPU, and enhance customer lifetime value
• Work closely with frontline teams to identify customer pain points, drive continuous improvements and improve the overall customer experience
• Garner buy-in from all levels of a large organization including senior leadership by leveraging your strong storytelling, presentation, and negotiation skills
• Liaise with product teams to create long-term strategies that focus on solving customer challenges while also meeting our financial goals
• Evolve our business intelligence capabilities to better understand order-to-billed reporting to better predict and improve business outcomes
• Build and maintain a team culture that leverages data-driven insights for continuous improvement, celebrates wins together, and socializes learnings for future success
• Lead through a coach-based approach with the lens of developing each team member to reach their full potential
• Serve as a key thought leader in the TELUS Business leadership team

Qualifications

What you bring
 

• You're a natural-born leader with a willingness to challenge the status quo
• You’re 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 supportive manager, known for your focus on coaching, supporting and mentoring your team members in an open, honest, inclusive and approachable way
• 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 are results oriented and enjoy thinking outside the box with a strong desire for product and portfolio ownership
• You are agile and have the ability to coordinate multiple initiatives in the portfolio and work within an environment of rapid change

Great to haves

• You have 5-7 years experience in a marketing, program or product management role where you were involved in executing key strategic marketing, campaign and/ or pricing initiatives 
• You have experience leading people and empowering teams to achieve their goals and drive success

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.), as part of this position's main responsibilities, given its national scope.