Senior Product Manager-Customer Base Management

Intello Technologies Inc.; Vancouver; Remote; CAD 100,000 - 150,000; Full time

Job summary

A major telecommunications company is seeking a Senior Product Manager to lead the churn and retention strategy for SMB wireless. The ideal candidate will leverage analytical skills to solve complex problems and collaborate with various departments to enhance the customer experience. The role requires at least 3-5 years of relevant experience and an undergraduate degree in a related field. A competitive salary and performance bonuses are offered alongside extensive benefits.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexibility to work in-office or virtually

Generous company-matched pension scheme

Career growth and development opportunities

Qualifications

• Minimum 3-5 years of experience building business cases and strategic documents.
• Proven ability to collaborate and communicate effectively with senior executives.
• Strong passion for the telecommunication industry.

Responsibilities

• Identify customer pain points and drive improvements for the customer lifecycle program.
• Develop strategic plans for churn and retention initiatives.
• Create and maintain reporting to present trends on results.

Skills

Analytical skills

Interpersonal skills

Collaboration skills

SQL expertise

Microsoft Excel

Microsoft PowerPoint

Education

Undergraduate degree in Business, Economics, Accounting, or related field

Tools

Microsoft Excel

SQL

Microsoft PowerPoint

Job description

Senior Product Manager - Customer Base Management

Location: Toronto, ON, CA; M5J 2V5; Calgary, AB, CA; Vancouver, BC, CA; Edmonton, AB, CA

Jobs by Category: Operations

Job Function: Product Management & UX/UI Design

Status: Full Time

Schedule: Regular

Overview

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

Salary Range: $100,000-$150,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M Days volunteered in our communities.

70% Team members that work at home or are mobile.

15.2 Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.