Senior Market Manager- Entertainment Strategy and Customer Experience

Description

Entertainment Home Solutions Growth Marketing

Join our team

The Consumer Marketing Organization (CMO) at TELUS is responsible for driving customer growth across key business lines, including our Home Solutions business. The Entertainment Value Proposition team defines the long-term strategy and customer value proposition for TELUS TV, streaming and OTTofferings by translating customer insights into differentiated products, experiences, and propositions that drive profitable growth.

We're looking for a Senior Marketing Manager to support the evolution of TELUS Entertainment’s end-to-end marketing and customer experience strategy, including our North Star vision and end-to-end portfolio roadmap. This role will help translate customer insights, market trends, and new business opportunities into strategic recommendations that inform product/content marketing roadmaps, bundling strategies, and commercialization decisions.

This role sits at the intersection of understanding the market trajectory, business performance and customer needs in order to bring to life our value proposition strategy and support long-term, integrated Entertainment Portfolio planning. You'll bring structure to complex and multi-layered opportunities by conducting qualitative and quantitative analysis, engaging cross-functional teams and developing recommendations that support leadership decision-making. In addition, you’ll identify opportunities to improve the customer journey, and translate strategic direction into actionable recommendations to influence our new product and bundle offerings, portfolio roadmap, and commercialization priorities.

The impact you’ll make:

As Senior Marketing Manager, Entertainment Experience Strategy, you'll be a key contributor to shaping the future direction of TELUS' Entertainment portfolio. You'll support the evolution of our Entertainment North Star by understanding customer pain points, identifying improvement opportunities, and translating insights into practical product, commercial value prop and channel experience recommendations.

You'll partner with cross functional stakeholders (Product, Content, Business Development, Systems, Channels, Digital, etc.) to identify opportunities that impact how customers discover, purchase, and experience entertainment with TELUS. From shaping future customer journeys and integrated entertainment experiences, to supporting portfolio strategy and commercialization planning, you'll influence decisions that strengthen both today's offerings and tomorrow's vision - what will TELUS Entertainment be famous for?

#LI_REMOTE

You are a strategic thinker who thrives in ambiguity, and will bring structure to complex opportunities, challenge conventional thinking, and help ensure our TV and streaming portfolios continue to evolve alongside changing customer expectations and industry trends.

Here’s how:

• Integrated Entertainment Portfolio Strategy: Partner in evolving the TELUS Entertainment team’s North Star by translating long-term strategic vision into actionable customer experience strategies, product recommendations, and an integrated, end-to-end roadmap grounded in business KPI outcomes. Help define what exceptional entertainment experiences look like and identify the steps required to achieve them with your Commercial Planning and GTM team peers

• Customer Journey & Experience Design: Map and evaluate end-to-end entertainment customer journeys to identify friction points, unmet customer needs, and opportunities for improvement. Collaborate with matrix teams to develop strategic recommendations that create more seamless and differentiated experiences across products, channels, and customer touchpoints

• Continuum Support & Bundling Strategy: Lead the coordination of integrated entertainment value propositions across TV and streaming, and bundled customer experiences. This includes seamless linear TV and streaming offerings, Internet and TV bundles, plus OTT cross-sell (e.g. Apple TV). Collaborate with the Internet marketing team and your teammates who drive the individual TV and Streaming product value props, to make recommendations that not only drive overall household margin, but fit within our North Star portfolio vision

• Cross-functional Leadership: Partner across teams to align priorities and nurture new ideas into strategic recommendations, ultimately bringing them to life. After initial launch phases, monitor and ensure entertainment initiatives successfully translate from strategy through execution by working closely with your TV/streaming Commercial Planning and GTM peers

Qualifications

You’re the missing piece of the puzzle:

• You enjoy solving complex strategic problems and are energized by opportunities where the path forward isn't immediately clear

• You're naturally customer-focused and believe exceptional experiences begin with a deep understanding of customer needs, behaviours, and pain points

• You think both strategically and systematically, connecting ideas across products, functions, and customer journeys to create cohesive solutions

• You build trusted relationships across teams, communicate complex ideas with clarity, and influence decisions through thoughtful collaboration and strong business acumen

• Most importantly, you're passionate about the future of entertainment and excited by the opportunity to help shape how Canadians experience it

What you bring

• Experience in strategy, product marketing, customer experience, consulting, business planning, or a related field

• Demonstrated experience developing strategic recommendations that influence product direction, customer experience, or portfolio decisions

• Experience with customer journey mapping, service design, value proposition development, or customer experience strategy

• Strong analytical and problem-solving skills with the ability to synthesize customer insights, market intelligence, and business objectives into actionable recommendations. Business casing experience is also valued

• Excellent written, verbal, and presentation skills, with experience communicating complex ideas to senior stakeholders

• Proven ability to influence cross-functional teams and navigate complex organizations without formal authority

Great-to-haves

• Experience in telecommunications, media, streaming, entertainment, or tech

• Familiarity with customer experience design, product portfolio strategy, or commercialization planning

• Experience working with consumer research, competitive intelligence, or market analysis

• Master of Business Administration (MBA)