Senior Product Manager - SMB Wireline Retention Team

Description

Join our team and what we'll accomplish together

The Small-Medium Business (SMB) team is a dynamic, driven, fast-paced, and highly engaged group. Together, the team is responsible for delivering profitable growth within the highest-value segment for TELUS Business. We are searching for a Senior Product Manager within the SMB Wireline Retention team. In this role, you will drive the customer retention strategy across our customer base. 
 
We are the destination of choice for entrepreneurial marketers that enjoy starting something from nothing and building it up. We have some of the most engaged team members at TELUS with values that focus on ownership, outcomes, curiosity, iteration and celebration.

What you’ll do

As a Senior Product Manager on the SMB Wireline Retention team, you will be responsible for driving YoY improvement in our retention, base revenue and margin results.Working closely with cross-functional partners across pricing, planning, business intelligence, campaign, L&R, sales and other frontline teams, you will implement strategic new initiatives that drive product adoption, profitable growth and churn reduction.
 
To achieve this, you will:

• Define the retention strategy for delivering against our ambitious retention targets, resolve challenges and deliver results in alignment with TELUS priorities.
• Collaborate cross-functionally to develop pricing strategies and marketing plans to proactively reduce customer churn, maintain or grow customer ARPU, and enhance customer lifetime value.
• Maintain a retention offer suite.
• Work closely with frontline teams to identify customer pain points and drive continuous improvements to maximize retention and improve the overall customer experience.
• Monitor and analyze performance metrics and the competitive landscape to identify opportunities for optimization, and foster partnership with stakeholders to drive results.
• Conduct market research to understand customer needs and preferences, portfolio gaps and identify opportunities for improvement.
• Leverage your communication and interpersonal skills, along with your insights and recommendations, to gain alignment from key stakeholders and approval from senior management.
• Drive value upsell within our existing base increasing customer ARPU and delivering on revenue targets.
• Develop and execute reactive channel strategies, including loyalty & retention programs, digital customer journeys, base migrations, and trigger campaigns.

Qualifications

What you bring

• You have 5-7 years experience in a pricing, marketing, or program management role where you were involved in executing key strategic marketing, campaign and/ or pricing initiatives.
• You have strong collaboration & organizational skills, with a passion for learning, that will be critical in driving the success in our portfolio.
• You have strong analytical skills and are comfortable interpreting data and trends to derive key insights.
• You enjoy thinking outside the box and are results driven with a strong desire for product and portfolio ownership.
• You are not afraid of rolling up your sleeves and diving deep into your portfolio to proactively identify challenges and recommend solutions to drive growth.
• You are agile and have the ability to coordinate multiple initiatives in the portfolio and work within an environment of rapid change.
• You are passionate about continuous improvement and are not afraid to push the status quo.
• You are an open and collaborative communicator and are comfortable providing strategic recommendations to senior leaders and key stakeholders.
• You are a strong storyteller and able to articulate strategic recommendations to senior leaders and key stakeholders

Great to haves

• Prior experience in telecommunications
• Bachelor in Commerce/ Business would be considered an asset
• Strong business problem-solving skills
• Expertise with tools such as Google Sheets & GCP and presentation tools such as Google Slides