Marketing Specialist - Reactive Churn and Retention Program - TELUS and Koodo Base Management

Description

Are you looking to take on a role with a strategic importance to your organization? Leveraging data to drive better customer outcomes? Managing programs that focus on core business priorities?

Our team and what we’ll accomplish together*

If you are a high performer with a strategic and analytical mindset who thrives in a fast-paced team environment, then this is the right role for you. As Marketing Specialist of the Reactive Churn and Retention program on the TELUS and Koodo Mobility Churn and Renewal GTM & Channel Excellence team, you will be responsible for continuously identifying innovative ways to reactively protect and retain customers in the moments and channels where they are most likely to churn.

In this role, you will drive innovation in how we reactively manage churn particularly in our CE channel, identify and help build save tools, and be a core contributor in the planning and execution of new opportunities that will reduce cost and grow revenue across TELUS and Koodo mobility base management. The ideal candidate is a natural born leader with a willingness to challenge the status quo, is able to work collaboratively and confidently with multiple stakeholders across different business units and levels to move programs forward.

TELUS is a great place to work. You can see it in our team members. The diversity of the TELUS team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative internet, voice, data and wireless products and solutions we offer.

What you’ll do*

What you’ll be responsible for in your new role:

• Design, execute, and launch save tools designed to insulate the base from churning
• Develop agent processes to help balance churn saves with financial outcomes
• Support in the creation and rollout of incentive programs that support key business objectives
• Track, review, analyze and report on program performance for rapid learnings and to identify opportunities to improve channel performance
• Support the team in tracking key performance results for TELUS retention
• Build business cases to support recommendations or to validate potential opportunities
• Collaborate cross-functionally with key stakeholders including TELUS Digital, Marketing Communications, Pricing, Devices, Finance and Channel teams to gain alignment and execute on strategy to achieve business targets
• Drive process improvements to enable TELUS to be more flexible and faster to market
• Build strong cross-functional relationships in order to manage stakeholder expectations and priorities, and keep abreast of and influence, new or evolving technologies, capabilities and data capture
• Work with campaign portfolio owners to evaluate success of renewal and other base management programs, making recommendations for future initiatives and evolving current initiatives
• Build strong cross-functional relationships in order to manage stakeholder expectations and priorities, and keep abreast of and influence new or evolving technologies, capabilities and data capture

Qualifications

Great-to-haves

Don’t have everything we think are ‘great-to-haves’ below? Don’t let that dissuade you! Attitude, motivation, and a willingness to collaborate are the most important things we are looking for. So if you think you have what it takes, regardless of a fancy university degree or not, please apply!

• University or college degree in Marketing, Business Administration: Honors Business Administration (HBA), Master of Business Administration (MBA), Commerce, Economics, or Engineering
• 2+ years working experience in Marketing, Strategy, or Product Management
• Experience working with call center agents
• Experience working in a matrixed organization
• Wireless telecommunications and/or technology-based industry experience is an asset
• Experience in business casing, storytelling, and presenting to varied audiences