Senior Manager, Customer Base Management

Xplore Inc; Fredericton; On-site; CAD 120,000 - 180,000; Full time

Job summary

Xplore Inc. in Cornwall, ON, is seeking a Senior Manager, Customer Base Management, to lead value-added services and drive revenue from the existing base.

You will own strategy, execution, and P&L for cross-sell and upsell initiatives across channels, working with Marketing, Data & Analytics, Product, Customer Care, and Sales to maximize attach rates and reduce churn. The role requires 7+ years in telecom/customer base management with leadership experience, strong analytics, and stakeholder

Qualifications

• 7+ years in telecom, product management, or customer base management roles with 2–3 years in leadership.
• Proven track record of revenue growth via cross-sell/upsell to existing customers.
• Strong analytical skills with data segmentation and campaign metrics.
• Experience managing cross-functional stakeholders (Marketing, Product, Care, Sales).
• Excellent communication and presentation skills; able to influence senior leadership.

Responsibilities

• Own VAS attach-rate and revenue targets for existing base, with quarterly/annual plans.
• Design and execute cross-sell/upsell campaigns across channels in partnership with Marketing.
• Identify high-propensity segments using data; build targeting models and measurement.
• Build and manage incentive programs for frontline sales and care agents.
• Monitor KPIs: attach rate, ARPU lift, take-up, retention, and ROI; report to leadership.
• Collaborate with Care/Retention to integrate VAS into save/win-back talks.
• Present performance updates and strategic recommendations to senior leadership.

Skills

Leadership experience

Cross-functional collaboration

Analytical skills

Stakeholder management

Communication/presentation

Education

Bachelor's degree in Business/Marketing

MBA (plus)

Tools

Salesforce

Adobe Campaign

Job description

Senior Manager, Customer Base Management

FULL TIME SALARIED Senior Manager Cornwall, ON, CA

8 days ago Requisition ID: 1343

Role Summary

The Senior Manager, Value Added Services will drive incremental revenue by increasing penetration of VAS offerings (e.g., Home Phone, IPTV, service coverage products) across the company's existing customer base. This role owns the strategy, execution, and P&L performance of cross-sell and upsell initiatives, working closely with Marketing, Data & Analytics, Product, Customer Care, and Sales Channels to maximize attach rates and reduce churn.

Key Responsibilities

• Own the VAS attach-rate and revenue targets for the existing customer base, developing quarterly and annual growth plans
• Design and execute cross-sell/upsell campaigns across channels (call center, email, etc.) in partnership with Marketing
• Identify high-propensity customer segments using data and analytics, working with the Data/Insights team to build targeting models and campaign measurement
• Build and manage incentive programs for frontline sales and care agents to drive VAS adoption
• Monitor and report on KPIs including attach rate, ARPU lift, take-up rate, retention impact, and campaign ROI
• Collaborate with Customer Care and Retention teams to ensure VAS offers are integrated into save/win-back conversations
• Present performance updates and strategic recommendations to senior leadership

Required Qualifications

• 7+ years of experience in telecom, product management, or customer base management roles, with at least 2-3 years in a leadership capacity
• Proven track record of driving revenue growth through cross-sell/upsell to an existing customer base
• Strong analytical skills; comfortable working with customer data, segmentation, and campaign performance metrics
• Experience managing cross-functional stakeholders (Marketing, Product, Care, Sales)
• Excellent communication and presentation skills, with experience influencing senior leadership
• Bachelor's degree in Business, Marketing, or related field (MBA a plus)

Preferred Qualifications

• Direct experience with telecom VAS products (e.g. device protection, streaming, security, IoT)
• Familiarity with CRM and campaign management platforms (e.g., Salesforce, Adobe Campaign)
• Experience with pricing/packaging strategy