Senior Product Marketing Manager - Renewals Strategy

Description

Join our team:

We are looking for a dynamic and strategic Senior Product Marketing Manager to lead the Strategy for Renewals and other key proactive retention initiatives. This individual will be responsible for developing a strategic plan to proactively reach out to our customers for retention, overseeing and supporting the execution of all related tasks. This includes collaborating with the Senior Strategy Manager to define the appropriate offers for various customer segments, ensuring accurate offer loading, and identifying the most effective channels in collaboration with the relevant teams. The role involves targeting the right customer at the right time with the right tools, thereby enhancing customer retention and satisfaction. The ideal candidate will be highly collaborative, analytically savvy, and an excellent storyteller, capable of driving strategic initiatives to improve customer retention and satisfaction.

Key Responsibilities:

• Own the KPI of renewals for our customer base, analyzing performance and providing actionable recommendations
• Lead the strategy for Renewals from concept to completion
• Work with the SMB Wireless Programs team to ensure our renewal campaigns drive the maximum conversion
• Collaborate with the Senior Retention Pricing Strategy Manager to define high-risk and standard-risk customer segments
• Work with Pricing Operations, Database Management, and other teams to load offers for different customer segments
• Execute communications through various channels in support of the renewals strategy
• Provide ongoing support to channels, managing escalations and ensuring smooth execution
• Develop and maintain retention playbooks and scenarios to target customers effectively
• Define the future mode of operations for retention initiatives
• Own the strategy for sub-market cohorts, including trigger-based and geo-fencing activities
• Collaborate with data science and AI teams to optimize effectiveness
• Maximize digital adoption through T.com and MyTelus app channels
• Ensure flawless execution with no errors or confusion
• Utilize tools like Microsoft Excel, SQL, and internal reporting tools like Domo for data analysis and performance review

Qualifications

Required Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field; MBA or relevant advanced degree preferred
• 5+ years of experience in product marketing, execution strategy, or a related field
• Strong analytical skills with proficiency in Microsoft Excel and a basic understanding of SQL
• Exceptional collaboration and communication skills, both internally and with customers
• Demonstrated ability to manage complex projects and drive results
• Experience in developing and executing multi-channel strategies
• Strong storytelling abilities to effectively communicate strategies and insights
• Ability to work in a fast-paced environment and adapt quickly to changing priorities

Nice to have:

• Experience in the telecom industry or a similar customer-centric field
• Proven track record of improving customer retention rates and executing successful strategies
• Familiarity with digital channels and maximizing digital adoption