Sr Manager, Strategy

Description and Requirements

About TELUS Digital

TELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company's services support the full lifecycle of its clients' digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital's integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusinternational.com .

As a Senior Strategy Manager your goal is to support the development and launch of new programs and strategies in partnership with the Mobility CE Operations, Marketing, Products, Agent Experience and System teams .

You will do this by:

We are currently seeking a highly motivated individual to join our Centre of Excellence, Retention team. Here's the impact you'll make and what we'll accomplish together:

As a Senior Strategy Manager, you will own the strategy, performance optimization, roadmap, and the delivery of capabilities across products, systems and processes enabling successful outcomes for our Mobility CE business partners.

This involves leadership in key strategic programs, content strategy, project management and playbook execution.

As a leader and influencer, you will need to work with key stakeholders to define strategy, drive performance, refine processes and effectively identify opportunities that pose barriers to success. Our goal is to make things simple for our customers, front line team members, and stakeholder groups.

If you thrive in a fast-paced, high-performance environment and are looking to contribute to a highly engaged team culture where there are ongoing opportunities to learn and have fun, then we would love to hear from you!

As a Senior Strategy Manager your goal is to support the development and launch of new retention programs and strategies in partnership with the Mobility CE Operations, Marketing, Products, Agent Experience and System teams.

You will do this by:

We are currently seeking a highly motivated individual to join our Centre of Excellence, Retention team. Here's the impact you'll make and what we'll accomplish together:

As a Senior Strategy Manager, you will own the Mobility Retention strategy, performance optimization & improvement, roadmap, and the delivery of capabilities across products, systems and processes enabling successful outcomes for our CE business partners.

This involves leadership in key retention strategic programs, content strategy, project management, change management and playbook execution.

As a leader and influencer, you will need to work with key stakeholders to define strategy, drive performance, refine processes and effectively identify opportunities that pose barriers to success. Our goal is to make things simple for our customers, front line team members, and stakeholder groups.

If you thrive in a fast-paced, high-performance environment and are looking to contribute to a highly engaged team culture where there are ongoing opportunities to learn and have fun, then we would love to hear from you!

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

You are the kind of person who is/has:

• Champion strategic transformational projects encompassing customer experience and product or service development to improve retention outcomes
• Apply your strong project management skills to guide global, cross-functional teams to resolve challenges and implement process improvements
• Demonstrate ability to lead and influence working teams to drive successful retention outcomes
• Create and deliver comprehensive retention program updates to various levels including senior leadership
• Provide expert-level methodology guidance and direction to operations, business analysts, key stakeholders and project teams
• Understand the economic implications of the opportunity to TELUS Digital, leveraging your ability to analyse the financial impacts to determine suggested actions focusing on retention
• Collaborate and innovate with your peers on identifying areas of opportunity for our team and business
• Strong storytelling skills
• Strategic alignment and oversight
• Develop and align the strategic vision for Mobility retention in collaboration with management and interdepartmental teams
• Coordinate in-depth market analysis and interpret results to drive strategy
• Facilitate strategic review meetings and ensure effective communication between the various business units
• Conduct cross-selling and product intensification analyses to maximize customer value
• Collaborate with product teams to ensure alignment of offerings with the needs of the mobility market
• Monitoring and performance analysis to drive performance optimization within CE
• Organize regular sessions to review and adjust strategies
• Identify and share best practices with relevant teams
• Recommend corrective actions based on performance analysis

Required Qualifications:

• Bachelor's degree in Management, Marketing, Data Analysis or related field (MBA an asset)
• Minimum 5 years of experience in strategic program management, preferably in the telecommunications sector
• In-depth knowledge of the Mobility market and its specificities, preferably with a retention focus
• Strong analytical skills and the ability to interpret complex data
• Strong communication and leadership skills with the ability to influence at all levels of the organization
• Proficient with insights analysis, reporting and presentation tools
• Ability to work independently and as part of a team in a fast-paced environment
• Strong complex problem solving and strategic decision making skills
• A self-starter and leader that consistently takes the initiative to manage workload and drive productivity and results
• Ability to build strong, collaborative relationships with internal and external stakeholders as required by tasks and responsibilities of assigned projects
• Effective storytelling capability

Preferred Qualifications:

• Bilingualism is an asset (French and English)

Location:

• Remote - Canada

TELUS Digital Values:

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.

propos de TELUS Digital

TELUS Digital (NYSE et TSX : TIXT) conoit, construit et livre des solutions numriques de nouvelle gnration pour amliorer l'exprience client (CX) des marques mondiales et disruptives. Les services de l'entreprise soutiennent l'ensemble du cycle de vie des parcours de transformation numrique de ses clients et leur permettent d'adopter plus rapidement les technologies numriques de nouvelle gnration pour obtenir de meilleurs rsultats commerciaux. Les solutions et capacits intgres de TELUS Digital couvrent la stratgie numrique, l'innovation, le consulting et le design, la transformation numrique et les solutions de cycle de vie informatique, l'annotation de donnes, l'automatisation intelligente, ainsi que des solutions CX omnicanales qui incluent la modration de contenu, des solutions de confiance et de scurit, et d'autres solutions gres. Alimentant toutes les tapes de la croissance de l'entreprise, TELUS Digital s'associe des marques dans des secteurs industriels forte croissance, notamment la technologie et les jeux, les communications et les mdias, le commerce lectronique et la fintech, la sant, ainsi que le voyage et l'hospitalit. Pour en savoir plus : telusidigitall.com

En tant que Senior Strategy Manager, votre mission sera de soutenir le dveloppement et le lancement de nouveaux programmes et stratgies de rtention en partenariat avec les quipes des oprations, de l'exprience client (CE) mobilit, du marketing, des produits, de l'exprience des agents et des systmes.

Vous accomplirez cela en:

Nous recherchons actuellement une personne trs motive pour rejoindre notre quipe du Centre d'Excellence en Rtention. Voici l'impact que vous aurez et ce que nous accomplirons ensemble :

En tant que Senior Strategy Manager, vous serez responsable de la stratgie de rtention mobilit, de l'optimisation et de l'amlioration des performances, de la feuille de route, ainsi que de la mise en uvre des capacits travers les produits, les systmes et les processus permettant d'obtenir des rsultats russis pour nos partenaires commerciaux CE.

Cela inclut un rle de leadership dans des programmes stratgiques cls de rtention, la gestion de contenu, la gestion de projets, la gestion du changement et l'excution des manuels de procdures.

En tant que leader et influenceur, vous devrez travailler en collaboration avec les parties prenantes cls pour dfinir la stratgie, amliorer la performance, affiner les processus et identifier efficacement les opportunits tout en surmontant les obstacles la russite. Notre objectif est de simplifier l'exprience pour nos clients, les membres de l'quipe de premire ligne et les groupes de parties prenantes.

Si vous excellez dans un environnement dynamique et performant, et que vous cherchez contribuer une culture d'quipe engage, avec des opportunits continues d'apprentissage et d'panouissement, nous serions ravis d'changer avec vous.

Les noncs ci-dessus ont pour seul but de dcrire la nature gnrale du poste et ne doivent pas tre interprts comme une liste exhaustive des responsabilits du poste .

Vous tes une personne qui est/possde:

• Une expertise dans la gestion de projets stratgiques transformationnels incluant l'exprience client et le dveloppement de produits ou services visant amliorer les rsultats de rtention
• Des comptences en gestion de projet solides, permettant de guider des quipes mondiales et interfonctionnelles pour rsoudre des dfis et mettre en place des amliorations de processus
• Une capacit dmontre diriger et influencer des quipes pour garantir des rsultats russis en matire de rtention
• La capacit de crer et de dlivrer des mises jour compltes sur les programmes de rtention, tous les niveaux, y compris la direction
• Un rle d'expert en matire de mthodologie, guidant les oprations, les analystes d'affaires, les parties prenantes cls et les quipes projet
• Une comprhension des implications conomiques des opportunits pour TELUS Digital, en exploitant vos comptences analytiques pour dterminer les actions ncessaires en matire de rtention
• Une capacit collaborer et innover avec vos pairs afin d'identifier des opportunits d'amlioration pour notre quipe et notre entreprise
• Une aptitude dvelopper des comptences en narration stratgique
• Un sens aigu de l'alignement stratgique et de la supervision
• L'aptitude dvelopper et aligner la vision stratgique de la rtention mobilit, en collaboration avec la direction et les quipes inter-dpartementales
• La capacit coordonner des analyses de march approfondies et en interprter les rsultats pour orienter la stratgie
• La gestion de runions stratgiques et la communication efficace entre les diffrentes units commerciales
• La ralisation d'analyses de vente croise et d'intensification des produits pour maximiser la valeur client
• Une collaboration avec les quipes produits afin de garantir l'alignement des offres avec les besoins du march de la mobilit
• Un suivi des performances pour optimiser les rsultats au sein de CE
• Organiser des sessions rgulires pour rviser et ajuster les stratgies.
• Capacit tablir des relations collaboratives solides avec les parties prenantes internes et externes, selon les tches et responsabilits des projets assigns
• Identifier et partager les meilleures pratiques avec les quipes concernes
• Recommander des actions correctives bases sur l'analyse des performances

Qualifications requises:

• Diplme universitaire en gestion, marketing, analyse de donnes ou domaine connexe (un MBA serait un atout)
• Minimum de 5 ans d'exprience en gestion de programmes stratgiques, idalement dans le secteur des tlcommunications
• Connaissance approfondie du march de la mobilit et de ses spcificits, avec une expertise en rtention
• Comptences analytiques solides et capacit interprter des donnes complexes
• Excellentes comptences en communication et en leadership, avec une capacit influencer tous les niveaux de l'organisation
• Matrise des outils d'analyse, de reporting et de prsentation
• Capacit travailler de manire autonome tout en collaborant efficacement au sein d'une quipe dans un environnement dynamique
• Comptences en rsolution de problmes complexes et en prise de dcisions stratgiques
• Leader proactif, capable de grer efficacement sa charge de travail et d'optimiser la productivit et les rsultats
• Capacit tablir des relations collaboratives avec les parties prenantes internes et externes en fonction des tches et responsabilits des projets assigns
• Aptitude raconter des histoires de manire percutante et stratgique

Atouts:

• Bilinguisme (franais et anglais)

Dplacements requis:

• Pourcentage de dplacements : 10 %
• Frquence : Annuellement
• Destinations : Internationales

Des amnagements raisonnables peuvent tre effectus pour permettre aux personnes handicapes d'excuter les fonctions essentielles du poste.

Lieu de travail:

• Tltravail
• Canada

Valeurs de TELUS Digital :

TELUS Digital reconnat et accepte l'importance des valeurs dans notre milieu de travail en constante volution. Pour russir, tous les candidats doivent dmontrer des comportements qui refltent nos valeurs :

• Nous mettons nos clients et nos communauts au premier plan.
• Nous embrassons le changement et innovons courageusement.
• Nous grandissons ensemble par un travail d'quipe anim

Chez TELUS Digital, nous sommes engags en faveur de la diversit et de l'accs quitable aux opportunits d'emploi en fonction des comptences.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.