Customer Insight Manager Jobs in Calgary, AB (NOW HIRING)

Description

Our team and what we'll accomplish together

The Small-Medium Business (SMB) team is a dynamic, fast-paced, and collaborative group. Together, our team is responsible for delivering profitable growth within the highest-value segment for TELUS Business. We are the destination of choice for entrepreneurial marketers that enjoy starting something from nothing and building it up. Our values centre around ownership, outcomes, curiosity, iteration and celebration.

We're looking for a Manager, Product Intensity and Cross-sell to define and execute on strategic programs that drive profitable growth. You'll have direct responsibility for designing and executing our complete cross-sell strategy-from product positioning to pricing to promotional tactics-with a focus on creating more multi-product customers while driving value and reducing costs. This role leads a team working across Eastern and Mountain time zones 

What you'll do

Your primary responsibility is designing and executing strategic programs that drive product intensity and multi-product customer retention within our SMB customer base. You'll lead a team of marketers who analyze customer data, design targeted cross-sell strategies and campaigns, and drive continuous improvement across our portfolio. Together, you'll transform customer insights into differentiated interventions that increase ARPU, enhance customer lifetime value, and reduce churn.

• As a leader, you'll build and maintain a high-performing team culture rooted in data-driven insights, curiosity, and collaboration. You'll lead through a coach-based approach, developing each team member to reach their full potential, celebrating wins together
• You will work closely with cross-functional partners across pricing, planning, business intelligence, data science, loyalty & retention and sales teams to develop integrated strategies that balance customer value with business profitability
• You'll own the complete cross-sell portfolio strategy-from defining customer value propositions to executing multi-product intensity initiatives
• Designing data-informed programs based on predictive models and lifecycle insights
  Shaping and adjusting customer value propositions in response to market dynamics while maintaining alignment with long-term portfolio objectives
• You'll work closely with frontline teams to identify customer pain points and drive continuous improvements to the customer experience
• You'll also garner buy-in from all levels of the organization-from frontline agents to senior leadership-by leveraging your strong storytelling, presentation, and negotiation skills. As a key thought leader in the TELUS Business leadership team, you'll serve as a strategic voice on SMB portfolio direction and competitive positioning
• Serve as a key thought leader in the TELUS Business leadership team

Qualifications

What you bring

• You're a natural-born leader with a willingness to challenge the status quo
• You are an analytical thinker who leverages segmentation models, performance trends, and customer journey insights to inform data-backed retention decisions
• You provide thoughtful recommendations that link back to specific business problems and goals
• You're a supportive manager, known for your focus on coaching, supporting and mentoring your team members in an open, honest, inclusive and approachable way
• You're a persuasive communicator who is clear, concise and articulate in all aspects of communication
• You manage stakeholder communications well, including to members of cross-functional leadership groups
• You are results-oriented with a strong sense of ownership for customer lifecycle outcomes, retention economics, and long-term portfolio performance
• You are agile and have the ability to coordinate multiple initiatives in the portfolio and work within an environment of rapid change

Great to haves

• Formal or informal experience leading a team
• 5-7 years in strategic marketing, product management, operations, or program management - Experience executing key strategic initiatives, launching campaigns, or managing pricing/product decisions. We're open to candidates from adjacent domains (B2B SaaS, subscription models, operations) who have driven measurable business outcomes.
• Familiarity with analytics tools and customer insights - Experience with segmentation modeling, customer journey mapping, or analytics platforms that inform strategic decisions
• B2B, SMB, or subscription-based business experience - Prior experience in these domains accelerates onboarding, but strong performers from other industries can absolutely succeed here