Senior Product Manager-Customer Base Management

Description

Maintain Industry leading churn and conserve cost of retention

Description:

The TELUS Small Medium Business (SMB) Base Management Team is looking for a talented, driven, passionate individual with strong analytical, interpersonal, and collaboration skills. The ideal candidate will be inquisitive, curious and not afraid to try different approaches to solve challenges that are encountered along the way. Most critical will be the ability to work collaboratively with stakeholders across various marketing, business intelligence, sales and operational functions to ensure a seamless customer, sales and support experience.

The working hours for this role will be Eastern hours.

Here's the impact you'll make and what we'll accomplish together

As a Senior Product Manager, you will have the opportunity to help shape the SMB wireless churn and retention strategy while managing the cost of retention to ultimately grow SMB revenue and profitability. Working closely with Manager Product & Services and cross functional partners across pricing, strategy & planning, channels, you will be a pulse of churn approach in this highly dynamic and enthusiastic environment. 

Curious to understand the dynamics of the business, you must be able to define business problems while investigating clear paths to inform and arrive at actionable resolutions that balance customer and business outcomes. Most importantly, you will leverage the breadth of your skills and experience to shift between deep investigation to clear recommendations to execution. To succeed, you have to be a self-starter who thrives in a fast paced, changing environment, has a strong sense of ownership, and is excited to contribute to a fun and collaborative work environment.

Here’s how:

• Identify customer pain points and drive continuous improvements for the customer lifecycle program through initiatives such as enhancements and updates to existing customer communications
• Develop strategic plan for churn and retention initiatives, size project benefits and present plan to executives to secure alignment and project funding
• Create and maintain reporting to present trends on monthly results and analyze post mortem results to compile learnings of executed initiatives
• Analyze, synthesize and translate data into actionable insights and recommendations
• Craft and present plans to the leadership team that are rooted in insights and effectively balance key customer base health metrics
• Build strong, collaborative relationships with cross functional teams in order to bring base growth strategies to market
• Consistently look inside and outside the industry for ideas, innovation, and inspiration that empowers you and the entire team to think bigger and bolder. We’re a small and mighty team and believe that great ideas come from everywhere
• Plan, develop and execute both ad-hoc customer communications and planned customer lifecycle program initiatives to customer base
• Lead customer lifecycle strategy through internal company research, market research and competitive intelligence
• Apply your excellent organizational and project management skills and ability to handle multiple initiatives and prioritize effectively

Qualifications

You're the missing piece of the puzzle:

• Team player, creative, entrepreneurial, willing to experiment
• Strong analytical and business problem solving skills with expertise in SQL, Microsoft Excel, Microsoft PowerPoint and other productivity tools
• Proven ability to collaborate, and verbally and visually communicate effectively with all levels including senior executives
• Clear, confident delivery of perspectives and recommendations to peers and senior leaders
• Manage ambiguity and synthesize complex information into meaningful information and recommendations
• Experience working with all levels of management across the organization and presenting to senior management
• Strong passion for the telecommunication industry.
• Undergraduate degree in Business, Economics, Accounting, or other related field
• Minimum 3-5 years of experience building business cases and strategic documents

Great-to-haves:

• MBA an asset
• In-depth understanding of TELUS business, especially the wireless domain
• Working experience in marketing, B2B or B2B2C
• Wireless telecommunications and/or technology-based industry experience is an asset

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