Senior Product Marketing Manager - Renewals Strategy

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

Jobs by Category: Sales and Marketing

Job Function: Planning and Analysis

Status: Full Time

Schedule: Regular

Description

Join our team:

We are looking for a dynamic and strategic Senior Product Marketing Manager to lead the Strategy for Renewals and other key proactive retention initiatives. This individual will be responsible for developing a strategic plan to proactively reach out to our customers for retention, overseeing and supporting the execution of all related tasks. This includes collaborating with the Senior Strategy Manager to define the appropriate offers for various customer segments, ensuring accurate offer loading, and identifying the most effective channels in collaboration with the relevant teams. The role involves targeting the right customer at the right time with the right tools, thereby enhancing customer retention and satisfaction. The ideal candidate will be highly collaborative, analytically savvy, and an excellent storyteller, capable of driving strategic initiatives to improve customer retention and satisfaction.

Key Responsibilities:

• Own the KPI of renewals for our customer base, analyzing performance and providing actionable recommendations
• Lead the strategy for Renewals from concept to completion
• Work with the SMB Wireless Programs team to ensure our renewal campaigns drive the maximum conversion
• Collaborate with the Senior Retention Pricing Strategy Manager to define high-risk and standard-risk customer segments
• Work with Pricing Operations, Database Management, and other teams to load offers for different customer segments
• Execute communications through various channels in support of the renewals strategy
• Provide ongoing support to channels, managing escalations and ensuring smooth execution
• Develop and maintain retention playbooks and scenarios to target customers effectively
• Define the future mode of operations for retention initiatives
• Own the strategy for sub-market cohorts, including trigger-based and geo-fencing activities
• Collaborate with data science and AI teams to optimize effectiveness
• Maximize digital adoption through T.com and MyTelus app channels
• Ensure flawless execution with no errors or confusion
• Utilize tools like Microsoft Excel, SQL, and internal reporting tools like Domo for data analysis and performance review

Qualifications

Required Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA or relevant advanced degree preferred
• 5+ years of experience in product marketing, execution strategy, or a related field
• Strong analytical skills with proficiency in Microsoft Excel and a basic understanding of SQL
• Exceptional collaboration and communication skills, both internally and with customers
• Demonstrated ability to manage complex projects and drive results
• Experience in developing and executing multi-channel strategies
• Strong storytelling abilities to effectively communicate strategies and insights
• Ability to work in a fast-paced environment and adapt quickly to changing priorities

Nice to have:

• Experience in the telecom industry or a similar customer-centric field
• Proven track record of improving customer retention rates and executing successful strategies
• Familiarity with digital channels and maximizing digital adoption

Salary Range: $96,000-$144,000

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.

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.