Manager, Small Business Wireline Retention and Base Management

Description

Join 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, EBITDA Creation and Credit Reduction dedicated to finding opportunities to increase EBITDA and ARPU by optimizing our credit structures, executing strategic price increases, and refining fee adjustments to ensure every customer relationship is as profitable as possible.

 
What you’ll do

 
As the Manager of this team, you will support four direct reports in identifying and executing margin-enhancement initiatives. You are responsible for the financial health of the SMB portfolio by designing data-informed programs that reduce revenue leakage and maximize unit economics.

• People Leadership: Manage and develop a team of four, fostering a performance-based culture rooted in curiosity and financial discipline.
• EBITDA Strategy: Lead the strategy and execution of initiatives focused on credit reduction, price increases, and fee adjustments.
• Credit Reduction: Collaborate with our sales and call centre teams to align on strategic guardrails and offer governance that balances competitiveness with profitability.
• Revenue Optimization: Shape and adjust customer value propositions and pricing levers in response to market dynamics while maintaining long-term portfolio health.
• Cross-Functional Collaboration: Work closely with pricing, business intelligence, and finance teams to reactively and proactively maintain customer ARPU.
• Executive Storytelling: Garner buy-in for EBITDA initiatives from senior leadership by leveraging strong storytelling and negotiation skills.
• Performance Reporting & Insights: Establish robust reporting frameworks to track the impact of EBITDA initiatives, providing visibility into ARPU lift and credit trends while translating complex data into actionable insights for the broader business.
• Continuous Improvement: Identify opportunities related to fees and one time charges to drive deliver financial objectives while thoughtful to customer experience.

Qualifications

What you bring

• You're a natural-born leader with a willingness to challenge the status quo
• You are an analytical thinker who leverages segmentation models, performance trends, and customer journey insights to inform data-backed retention decisions.
• 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 with a strong sense of ownership for customer lifecycle outcomes, retention economics, and long-term portfolio performance.
• 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

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