Product Manager - Small Business Cross-sell Campaign

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.

You will join a team on a growth journey, managing highly visible programs, owning the diverse cross-sell portfolio within our base strategy to drive strong loyalty and retention outcomes for the SMB P&L through all ‘4 Ps’ (product, price, place, and promotion) of the marketing mix to drive our business performance.

We are looking for a motivated, high-energy, and results-oriented individual to join the team for the role of Product Manager, Cross-sell Campaigns within our dynamic SMB Base Management team. This role works in Eastern Time.

What You'll Do

Your mandate is to strategize how we retain and grow our multi-product customer base by proactively developing programs that improve the customer experience or sales success. You will cross-functionally drive the end-to-end integrated strategy of your programs, including innovating and piloting new customer journeys, lead source strategy, lead distribution to sales, channel support, and measuring program results.

We are looking for an inquisitive individual with a willingness to question the status quo, able to work collaboratively with multiple stakeholders, and will get deep in the data to create a strategy. Here's what that looks like day-to-day:

• Designing and executing cross-sell and base funnel management strategies via close collaboration with sales teams, supporting outbound calling, email, SMS and digital tactics through program training and actively providing feedback
• Creating data-informed programs based on predictive models, machine-learning triggers, and customer lifecycle insights—working alongside our Data Science and BI teams
• Conducting regular performance reviews and deep dives into raw data to derive actionable insights and identify opportunities within our bundled service portfolios
• Simplifying complex data results into clear, easy-to-understand presentations for various organizational levels, including regular program updates to senior leadership
• Improving conversion and positively impacting business multi-product targets
• Shaping and adjusting customer value propositions in response to market dynamics while maintaining alignment with long-term portfolio objectives
• Working with frontline teams to identify customer pain points and drive continuous improvements to the customer experience
• Collaborating with partners across base management, planning, business intelligence, data science, loyalty & retention, and sales teams to develop integrated strategies that balance customer value with business profitability

Qualifications

What you bring

• Strong data analysis capability — ability to measure, report, and pivot results; make data-informed decisions; and translate raw data into actionable insights
• Exceptional stakeholder management — ability to develop relationships with key stakeholders across functions and work effectively within a team
• Persuasive communication skills — clear, concise, and articulate in all aspects of communication (written, verbal, and presentation)
• Comfort with ambiguity — you thrive in change, handle shifting demands with ease, and can create strategy from the ground-up incorporating feedback from multiple cross-functional stakeholders
• Results orientation — driven by an ownership mentality, an entrepreneurial curiosity to uncover the "why" behind challenges, and a focus on customer lifecycle outcomes, retention economics, and long-term portfolio performance
• Project prioritization and agility — ability to coordinate multiple initiatives simultaneously and work within an environment of rapid change

Great to haves

• 2+ years of experience in product/program management, marketing operations, digital transformation, or marketing roles