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Posted 9h ago

Director, Mobility Consumer Base Management (Toronto, ON, CA, M5J 2V5)

@ TELUS
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Toronto, Ontario, Canada
HybridFull Time
Responsibilities:lead team, drive retention, orchestrate campaigns
Requirements Summary:Leadership in consumer base management with analytics, 10+ years telecom experience.
Technical Tools Mentioned:Cohort analysis, Predictive modeling, Customer analytics, Data analytics, CRM
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Job Description

Description

Join our team

You're a strategic visionary who thrives on turning customer data into profitable growth stories. 

As our Director of Mobility Consumer Base Management (Consumer), you will serve as a strategic leader who transforms customer insights into sustainable growth opportunities, architecting comprehensive retention strategies that keep millions of TELUS and Koodo customers engaged and loyal.

In this pivotal role, you will lead a high-performing team to develop innovative, data-driven approaches that convert potential churn into lasting customer relationships while driving profitable growth across our consumer base. We seek an accomplished leader who excels at both strategic vision and tactical execution, someone who can navigate complex organizational dynamics, foster cross-functional collaboration, and leverage advanced analytics to deliver measurable business outcomes that align with our commitment to customer-centric excellence.



What we’ll accomplish together

As Director, Mobility Consumer Base Management, you will lead your team to:

 

  • Shape the Future of Customer Retention: Develop and execute comprehensive churn insulation strategies for TELUS and Koodo across short, medium, and long-term horizons, using advanced cohort analysis and market insights to keep customers connected and engaged
  • Drive Strategic Growth & Value Optimization: Lead profitable growth initiatives through intelligent cross-sell/upsell programs, strategic price optimization, newcomer retention strategies, and innovative approaches to add-a-line acquisition
  • Master Campaign & Go-to-Market Excellence: Orchestrate end-to-end base campaigns with executional precision, fostering a test-and-learn culture while ensuring seamless collaboration across channels, operations, and measurement teams
  • Champion Specialized Customer Treatment: Design and implement tailored programs for at-risk cohorts and post-churn scenarios, integrating CPO and MDF solutions while ensuring every customer receives the right treatment at the right time
  • Lead Cross-Functional Strategy & Performance: Establish strategic frameworks, drive KPI accountability, conduct leadership reviews, and maintain close partnerships with GTM, Channel Excellence, and Strategic Evolution teams to deliver measurable business impact

 

Qualifications

What You Bring:

  • Strategic Leadership: Proven leadership experience in building and managing high-performing consumer marketing and base management teams with strategic mindset and practical execution abilities
  • Base Management Expertise: Strong background in customer lifecycle management, churn prevention, retention strategies, and revenue optimization within consumer telecommunications
  • Analytical & Insight-Driven: Excellent analytical skills to derive actionable insights from customer data, cohort analysis, and market research with strong communication abilities to articulate complex concepts to various stakeholders
  • Cross-Functional Collaboration: Demonstrated experience managing relationships with diverse internal teams including channels, operations, product, and measurement teams
  • Customer-Centric Approach: Proven ability to develop and execute customer segmentation strategies, personalized treatment programs, and value-driven customer experiences
    Operational Excellence: Adaptability and resilience in a fast-paced, evolving environment with strong focus on process improvement and performance optimization


Great-to-Haves:

  • Educational background in Marketing, Business, Data Analytics, or a related field, and/or an MBA
  • 10+ years of progressive and relevant work experience in customer base management, retention marketing, or telecommunications
  • Prior telecommunications or subscription-based business expertise
  • Consumer marketing and lifecycle management experience
  • Experience with customer analytics, cohort analysis, and predictive modeling


What TELUS Offers:


At TELUS, we understand that a fulfilling career goes beyond the day-to-day. We offer:

  • Opportunities to work on high-value and high-visibility projects that make a real impact on millions of Canadian consumers
  • Flexible work styles that support your work-life balance
  • Continuous personal development support to help you grow your skills and career
  • An inclusive and supportive environment where you can be your best every day
  • Strong support for giving back to the community through various initiatives
  • A competitive compensation package
  • Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.) as part of this position's main responsibilities given its national scope.