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Director - Customer Relationship Management - Alberta Commercial

Reference ID: OPE01747-18

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Calgary, AB
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Full Time
Job Category icon
Operations and Logistics

Do you have strong customer relationship experience in the Alberta commercial sector?

Are you a respected leader who is known for leading highly engaged, high-performance teams?

Join our team

The Customer Relationship Management (CRM) team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions West's largest customers. We aren't your traditional service management team. Highly motivated and driven, we strive to deliver industry-leading client experiences, with a focus on Customer Lifetime Value, advocating for the client, and actively managing and enhancing account profitability.

Here's the impact you'll make and what we'll accomplish together

As the Director - Customer Relationship Management, you will lead a highly engaged team responsible for enhancing and maintaining strong support relationships with TELUS' most critical commercial sector customers in Alberta. Leveraging your extensive network and knowledge of the Alberta commercial sector, you will exercise your mastery of account management and communications to maximize contract value for the customer. You will manage the Gross Margin profile of the business by driving revenue growth while optimizing costs associated with contract delivery.

Here's how
    •Lead a high-performing management team to ensure clients receive differentiated levels of service and value adds aligned to contractual obligations and a commitment to continual service improvement •Build and maintain strong executive relationships with TELUS' commercial sector customers in Alberta •Develop strong partnerships with Sales and other key stakeholders to drive revenue growth and profitability through an elevated customer experience •Sustain strong team engagement through our Customers First culture that is underpinned by recognition and coaching, change management best practices, and the use of Fair Process principles to drive operational improvement •Manage client commitments across all services to ensure that TELUS delivers to its service promise •Be a trusted advisor to the client regarding the value proposition and positioning of ICT-related opportunities


You're the missing piece of the puzzle
    •Proven relationship management experience with expert negotiation and conflict-resolution skills •Passion for inspiring, leading and coaching team members to drive a high-performance team culture •Deep insight into operational best practices in service delivery, assurance and customer care •Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations) •Valued for your ability to analyze data for strategic decision making and problem solving •Enthusiastic about leading in a continuously changing, dynamic environment •Known for thriving in ambiguity and successfully navigating and leading through areas of grey •Ability to travel for customer and organizational meetings •7-10 years of experience in a customer-facing/operational environment •Strong knowledge of information & communications technology (ICT) industry technologies and services

    •Information Technology Infrastructure Library (ITIL) certification is an asset •Professional certification in Business Relationship Management (e.g. Business Relationship Management Professional) or equivalent work and educational experience is an asset •Experience and established relationships within the Alberta commercial sector and partner community are an asset

What YOU Get:
    •Visibility with TELUS' senior leadership teams in support of our largest customers in western Canada •The opportunity to work and collaborate with a passionate team driven by the desire to deliver best-in-class client experience •Great pay, profit sharing bonus, optional stock purchase plan, dedication to a diverse and inclusive team culture with loads of career development opportunities, flexible Total Rewards benefit plan with many innovative options and programs including a DC Pension, flexible work styles, and more

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: August 17, 2018
Closes: October 16, 2018
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Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...