Manager, Customer Lifecycle Management

What You'll Do

• Lead and mentor a high-performing team of CRM Operations, Outbound Strategy, and Channel Enablement specialists, fostering a collaborative culture that treats CRM as a revenue engine

• Develop and execute a comprehensive lifecycle management strategy within Zoho, establishing clear KPIs ie: RPC, lead exhaust and conversion rates

• Establish and drive the strategic shift from a campaign lead channel team to a full CRM lead channel team who nurtures their own base, drives lead growth and develops their own unique channel strategy.

• Drive the integration of Zoho and 3rd party tools ie: CCAI, Telnyx, Business Connect to create a Unified Assist Engine, ensuring retail stores are synchronized with D2C, CSS, and other channel motions to eliminate channel collision

• Champion data hygiene and lead scoring accuracy through Sales Integration Tracking (SIT) logic, prioritizing representatives toward high-intent warm leads and P1 exhaust opportunities

• Partner with Channel Experience and OCTO (formerly DBM), Enablement, Sales and Training teams to deliver best-in-class outbound scripts, AI-enabled coaching (CCAI), improved CRM functionality and Virtual Sales Presence designations that unlock exclusive offers and drive conversion

Qualifications

What You Bring

• 3+ years of experience building, mentoring, and growing high-performing teams—this isn't your first management role

• Deep, hands-on understanding of the CRM ecosystem (Zoho, Salesforce, or equivalent) and proven ability to drive sales through automated workflows and lifecycle blueprints

• Demonstrated ability to build strong relationships and influence stakeholders across large, complex organizations (D2C, DBM, Retail, and other cross-functional teams)

• Highly analytical mindset with comfort digging into performance data (CVR, exhaust rates, SIT levels) to measure ROI and pivot strategies effectively

• Strong sense of ownership and proven ability to thrive in target-driven environments, proactively pushing forward complex, multi-stakeholder initiatives

• Solid understanding of outbound dialing mechanics, lead-to-sale conversion cycles, and retail sales psychology

Nice to Haves:

• Experience in telecommunications or a multi-location retail business.

• Direct experience with
  Zoho CRM
  , AI-enabled call listening platforms.

• Advanced Dashboard & BI tool experience (Tableau, Domo, or Google Looker).

• Experience in
  Managed Success
  or CRM and Outbound sales models.

Salary Range:
$109,000-$202,000

Performance Bonus or Sales Incentive Plan:
20%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. 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 …

Job Type:
This is for a current vacancy