Job Description

Location:
Toronto, ON, CA, M5J 2V5 Calgary, AB, CA St-Laurent, QC, CA, H4R 2E9 North Vancouver, BC, CA Vancouver, BC, CA
Req ID: 50576
Jobs by Category: Sales and Marketing
Job Function: Marketing
Status: Full Time
Schedule: Regular

Description

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Join our team

You're a strategic visionary who thrives on turning customer data into profitable growth stories.



As our Director of Mobility Consumer Base Management (Consumer), you will serve as a strategic leader who transforms customer insights into sustainable growth opportunities, architecting comprehensive retention strategies that keep millions of TELUS and Koodo customers engaged and loyal.



In this pivotal role, you will lead a high-performing team to develop innovative, data-driven approaches that convert potential churn into lasting customer relationships while driving profitable growth across our consumer base. We seek an accomplished leader who excels at both strategic vision and tactical execution, someone who can navigate complex organizational dynamics, foster cross-functional collaboration, and leverage advanced analytics to deliver measurable business outcomes that align with our commitment to customer-centric excellence.

What we'll accomplish together

As Director, Mobility Consumer Base Management, you will lead your team to:

Shape the Future of Customer Retention:

Develop and execute comprehensive churn insulation strategies for TELUS and Koodo across short, medium, and long-term horizons, using advanced cohort analysis and market insights to keep customers connected and engaged

Drive Strategic Growth & Value Optimization:

Lead profitable growth initiatives through intelligent cross-sell/upsell programs, strategic price optimization, newcomer retention strategies, and innovative approaches to add-a-line acquisition

Master Campaign & Go-to-Market Excellence

: Orchestrate end-to-end base campaigns with executional precision, fostering a test-and-learn culture while ensuring seamless collaboration across channels, operations, and measurement teams

Champion Specialized Customer Treatment:

Design and implement tailored programs for at-risk cohorts and post-churn scenarios, integrating CPO and MDF solutions while ensuring every customer receives the right treatment at the right time

Lead Cross-Functional Strategy & Performance:

Establish strategic frameworks, drive KPI accountability, conduct leadership reviews, and maintain close partnerships with GTM, Channel Excellence, and Strategic Evolution teams to deliver measurable business impact

Qualifications

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What You Bring:

Strategic Leadership:

Proven leadership experience in building and managing high-performing consumer marketing and base management teams with strategic mindset and practical execution abilities

Base Management Expertise:

Strong background in customer lifecycle management, churn prevention, retention strategies, and revenue optimization within consumer telecommunications

Analytical & Insight-Driven:

Excellent analytical skills to derive actionable insights from customer data, cohort analysis, and market research with strong communication abilities to articulate complex concepts to various stakeholders

Cross-Functional Collaboration:

Demonstrated experience managing relationships with diverse internal teams including channels, operations, product, and measurement teams

Customer-Centric Approach:

Proven ability to develop and execute customer segmentation strategies, personalized treatment programs, and value-driven customer experiences
Operational Excellence: Adaptability and resilience in a fast-paced, evolving environment with strong focus on process improvement and performance optimization

Great-to-Haves:

Educational background in Marketing, Business, Data Analytics, or a related field, and/or an MBA 10+ years of progressive and relevant work experience in customer base management, retention marketing, or telecommunications Prior telecommunications or subscription-based business expertise Consumer marketing and lifecycle management experience Experience with customer analytics, cohort analysis, and predictive modeling

What TELUS Offers:

At TELUS, we understand that a fulfilling career goes beyond the day-to-day. We offer:



Opportunities to work on high-value and high-visibility projects that make a real impact on millions of Canadian consumers Flexible work styles that support your work-life balance Continuous personal development support to help you grow your skills and career An inclusive and supportive environment where you can be your best every day Strong support for giving back to the community through various initiatives A competitive compensation package Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.) as part of this position's main responsibilities given its national scope. Salary Range: $122,000-$182,000
Performance Bonus or Sales Incentive Plan: 30%
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, based on the role's requirements 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

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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.