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Telus

Marketing Manager - Network Deselection

Location
Calgary, AB
Details
Full Time
4 days ago

Interested in inventing the future?

You're part of a team that will shape the evolution of communication and value add services and help our clients stay connected to the people and things that matter to them most. We are on a journey to become a cloud-based and digital-native services organization, and to help us get there, we need to remove complexities in our business and simplify our product capabilities.

As Marketing Manager - focusing on moving customers off of our legacy networks - you will be responsible for building and leading our strategy related to customer engagement for network turndown. You will be responsible for driving customers to connect to our networks with the latest and greatest technologies available, including TELUS PureFibre, wireless and 5G, or blended network solutions. This exciting role involves partnership across multiple business units, including TBS sales and marketing, Regulatory, Legal, and the Network Optimization team. You will coordinate and lead a thoughtful and transparent approach to creating the optimal customer journey as we migrate customers off of legacy technologies and networks.

The role requires strong leadership, and a track record of delivery, stakeholder management, and continuous improvement. You wear several hats: communications prime, project manager, consultant, analyst, forecaster and storyteller. You're not afraid to dive deep into the details as required but can easily synthesize and communicate with cross functional leaders and stakeholders in support of key initiatives. You have a natural curiosity and you appreciate that failure and vulnerability are healthy ways to learn and grow.

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

You will build a repository of customer communications related to network and product turndown, effectively creating a holistic customer journey to migration, as well as manage a variety of fast paced and exciting challenges related to network lifecycle optimization and deselection. You will identify, own and implement initiatives related to communications for TBS customers whose existing service has reached end of life. This position requires a self-starter with an engaging leadership style, and a strong understanding of the overarching TELUS Brand strategy. You are relied upon to quickly develop relationships across the organization while contributing to a fun and collaborative work environment. Your enthusiasm for learning and innovation, can-do attitude, and love of a challenge will be key to your success.
    •Lead the deselection / optimization customer experience end to end
    •Manage multiple, complex projects independently, alongside key KPIs, from inception to delivery, including cohort definition, mobilization, execution, tracking, and closure
    •Partner with product primes and stakeholders across multiple functional areas to assess and identify business areas lacking a communications strategy, and design (or re-design) processes to support sustainable growth, optimal customer experience and reduced costs
    •Develop an operational plan to execute on customer communications, with well documented tracking and reporting
    •Provide timely project status updates, feedback and appropriate level of reporting on assigned projects


Qualifications:


You're the missing piece of the puzzle
    •Strong working knowledge of the TELUS Brand Promise, including but not limited to designing new communications, developing a strong customer experience, and evolving existing copy
    •Excellent project management, change management and facilitation skills
    •Creative, problem identification and problem solving skills; sympathetic to the customer experience, but with the ability to push aggressive messaging to our base
    •Ability to communicate with management on a regular basis, with a strong ability to handle ambiguous issues/situations
    •Excellent project management, change management and facilitation skills
    •Proven hands-on experience working directly with TBS customers and supporting teams

Great-to-haves
    •Bilingualism in French and English - oral and written fluency in both languages
    •Strong background in network products, services (wireless/fixed broadband, telecom and non-telecom IT offerings and system/platforms) for context on multi-mapping of migrations or decisions for product state for the customer base.
    •Experience in the telecommunications industry or marketing is a strong asset
    •Project Management Experience
    •Product Management and/or Sales Experience
    •Project Management Professional (PMP), Lean, Lean Six Sigma Black Belt (LSSBB), Prosci Change Management Professional (CMP), Kaizen (Own.It) certification
    •Marketing or Communications degree preferred, or equivalent experience working in telecommunications marketing

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. 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.
Category
Sales and Marketing