Sr Strategy Manager-TELUS Retail

Description

Our Team and what we’ll accomplish together

• Do you get excited about the idea of playing a key role in evolving the TELUS Retail Limited (TRL) workforce into a high performance and business ownership culture?
• Do you have an immense passion for improving team member experience, performance and development?
• Do you love the challenge of starting with an ambiguous idea and then designing & implementing programs with measurable outcomes?
• Do you have intimate knowledge of “how things really work” in a frontline team and know how you would leverage this knowledge to implement approaches to drive adoption & reinforcement of key people programs?

If the answer is “Yes”, then this is the role for you!

TELUS Retail Limited (TRL) is our network of corporately owned stores serving customers across Canada with their telecommunications (wireless, wireline), health & security needs. We are a “people first” culture and believe that our team members are the key to our success.

The TRL People and Performance Excellence team is responsible for our strategic workforce transformation and identifying “what good looks like”, while enabling our workforce to meet their potential while contributing to overall business outcomes.

We are looking for a Senior Program Manager to join our team to develop and support programs that drive team member performance outcomes and talent development at every stage of the TRL team member lifecycle- we are focused on empowering our team members at every stage of their journey.

What You’ll Do

In this role, you will spearhead initiatives that drive measurable outcomes for the TRL team. You will be the architect of our performance strategy—staying ahead of trends, anticipating field needs, and executing programs that enable our frontline teams to succeed. You will have accountability for multiple areas of the TRL team member lifecycle including talent and performance development. You will be responsible for the following:

• Define performance-driven program strategy: Identify future performance gaps and opportunities, establish desired outcomes/measures, design initiatives and roadmap that directly impact business results
• Stay connected to the field: Regularly engage with TRL teams to understand frontline challenges, barriers, and enablers; translate field insights into actionable program strategy and continuously refine approach based on real-world feedback
• Champion frontline advocacy: Serve as a strong voice representing TRL team interests on cross-functional teams; ensure field perspectives are embedded in all program development and delivery
• Leverage data and emerging tools: Analyze performance results using data analytics and emerging technologies (including AI) to inform strategy, identify trends, and drive continuous improvement
• Lead change management and adoption: Execute programs, drive adoption, and reinforce initiatives to ensure sustained impact
• Stay ahead of the curve: Monitor trends and advancements in organizational effectiveness, talent development, and emerging technologies; identify opportunities to innovate and enhance how we develop, motivate, and retain top talent
• Provide strategic updates: Communicate regular program roadmap updates and performance insights to senior leaders

Qualifications

What You’ll Bring:

• Superior collaborator: You partner effectively in a cross-functional environment and thrive as a connector between frontline teams and corporate initiatives
• Strong field advocate: You are a genuine voice for the frontline: you listen deeply, understand their challenges, and champion their interests on cross-functional teams
• Exceptional communicator: You can articulate vision and ideas clearly at both team member and executive levels; you "sell" ideas with authenticity and influence
• Comfortable with AI and emerging tools: You embrace new technologies and are eager to leverage AI and data analytics to drive insights and improve program effectiveness
• Flexible and influential: You know when to guide and support versus direct and drive; you influence effectively without direct authority and adapt your approach based on context
• Self-directed and resilient: You thrive in fast-paced, ambiguous environments; you take ownership and drive results even when the path forward isn't clear
• Strategic integrator: You see the big picture, understand how your work interconnects with other teams' priorities, and proactively align initiatives for maximum impact
• Future-focused: You anticipate trends, think strategically about what's next, and are energized by the opportunity to shape the future of performance and talent development

Great to Haves:

• Experience in sales performance management and/or sales program development
• Post secondary education in Business, Human Resources or Organizational Psychology (or equivalent experience)
• Bi-lingual (French & English)