Senior Manager, Customer Base Management

Xplore Inc.; Fredericton; On-site; CAD 120,000 - 170,000; Full time

Job summary

Xplore Inc. is seeking a Senior Manager, Value Added Services to drive incremental revenue by expanding VAS offerings across the existing customer base.

You will own strategy, execution, and P&L for cross-sell and upsell initiatives, partnering with Marketing, Data & Analytics, Product, Customer Care, and Sales Channels. You will lead campaigns, segment audiences, and design incentives for frontline teams, while tracking KPIs such as attach rate, ARPU lift, and campaign ROI.

Qualifications

• 7+ years in telecom, product management, or customer base management roles.
• 2–3 years in a leadership capacity.
• Proven revenue growth through cross-sell/upsell to existing customers.

Responsibilities

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

Skills

Leadership

Cross-selling

Analytics

Stakeholder management

Communication

Education

Bachelor's degree in Business/Marketing

Tools

Salesforce

Adobe Campaign

Job description

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