Telus Marketing Manager – Retention (Strategy) in ON, Canada

Position Overview:

The Wireless loyalty and retention team (TELUS brand) is responsible to protect and improve our world leading churn rates. We leverage business and customer insights to develop marketing strategies that lead us to launching innovative programs & campaigns that successfully retain customers in an efficient manner.

We currently require a high energy individual to join the Product Marketing team as Marketing Manager – Retention (Strategy). In this role you will play a key role in developing our proactive renewal strategy to effectively and efficiently inoculate & retain our customer base. Working collaboratively with multiple stakeholders across the organisation, you will continually determine ways (leveraging segmentation, offers and other tactics) to proactively reduce churn, improve ARPU (revenue per user), and optimise the cost of retention spend in a customer’s MOT i.e. Renewal lifecycle.

The ideal candidate would be natural leader and be able to work deftly and confidently with multiple stakeholders across different business units and levels.

The candidate will demonstrate a solid grasp of customer base dynamics with the exceptional ability to identify value creating opportunities. In addition, understand financial metrics, be analytically astute, have a penchant to dig deeper and investigate beyond the obvious are some of the skills that will help the individual succeed in this role.


  • Identify meaningful customer & business insights to create hypothesis around offer/pricing strategy, programs to inoculate customers and drive ARPU (average revenue per user) during the renewal window

  • Work cross functionally both within and outside the marketing teams to ensure renewal strategies are appropriately understood and effectively implemented by the campaign design team, channel, digital and CE teams

  • Help achieve teams KPIs around churn mitigation #’s, cost of retention, & ARPU $ through thoughtful & innovative programs creation

  • Understand and interpret base movement, program measurement results to evolve marketing programs & improve their ROI over time

  • Track key KPIs to develop and build regular executive stories/decks, success stories & learnings for renewal related programs

Required Knowledge:

  • Working knowledge and understanding of Mobility client care operations and systems would be an asset

  • Experience using analytic tools (e.g. Excel, etc.) to interpret and make recommendations

  • Good understanding of mobility products and services

Required Skills & Abilities:

  • Demonstrated ability to identify, interpret and present data in cohesive and concise “so what business story”

  • Ability to develop strong relationships with stakeholders that enable successfully co-creation of initiatives to yield positive outcomes to the business

  • Demonstrated ability to initiate, influence and sell in concepts/strategies to stakeholders

  • Be result oriented with a strong bias for action

  • Excellent leadership, problem solving, communication and presentation skills

  • Confidently present ideas and reports to senior leaders

  • Excellent attention to detail, structured approach to analysis

  • Ability to think through issues from an end to end perspective

  • Ability to multi task and manage multiple projects and programs efficiently at the same time

Required Professional Designation/Certification:

  • Post-secondary education in Marketing or Business Administration (HBA, Commerce)

  • MBA an asset

Required Experience:

  • Minimum 5 years’ experience in marketing,

  • Strong understanding, evaluation & interpretation of marketing measurement metrics

  • Wireless telecommunications and/or technology-based industry experience

  • A history of excellence/superior performance

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.

The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living theTELUS valuesand delivering on ourCustomers First commitments.

Do you share our passion?

At TELUS,youcreate future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.#LI-PD2

Title: Marketing Manager – Retention (Strategy)

Location: CAN-ON-Toronto

Requisition ID: MAR03977-16