Calgary, Alberta, Canada
Talented, results-oriented MBA with a natural leadership ability and a strong record of successful customer experience, loyalty, and marketing programs. Able to understand organizational priorities, establish effective strategic plans, articulate relevant benefits to stakeholders, and motivate team members to deliver as promised.
Base Management & Retention, National Home Solutions • Responsible for customer retention and profitability across all wireline product solutions including Internet, TV, SmartHome Security and Home Phone. • Lead proactive and reactive customer retention strategy and programs to maintain industry leading churn rates. • Drive programmatic leadership to establish customer-centric, outcome-driven activities across the value chain and cross-functionally throughout the organization. • Optimize household value throughout the customer lifecycle to meet customer needs, enable revenue growth and support retention outcomes.
Go To Market Base Management & TELUS Rewards, Home Solutions Marketing • Responsible for engagement and upsell to the Home Solutions customer base to deliver on meaningful revenue and retention results; key components include driving TV viewership, all linear and premium content upsell, Internet speed tier and data upsell, management of the customer referral program, and delivering copper-to-fibre migrations and associated RGU targets while adhering to capital plans. • Led concerted focus on amplification of TV content offerings, the evolution of campaign personalization, and overall base management strategy to support our content superiority while championing TV profitability. • Integrated the TELUS Rewards program into the overarching base management strategy to drive synergies from end-to-end; program houses financial, catalogue and campaign functions.
New Services & Strategy, Home Solutions Marketing • Led team of marketing professionals that deliver new customer-focused home solutions to market; leveraging customer insights to shape TELUS' product and service roadmap. • Responsible for the go-to-market plan for all new products and services; engaging cross-functional stakeholders throughout to ensure plan alignment and smooth implementation. • Support career aspirations and learning goals of team members to foster a high performing and engaged culture. Proven track record of attracting and developing talent.
• Responsible for Calgary recruitment initiatives including information sessions, interviews and hiring recommendations. • Demonstrated excellence as a promotional representative by delivering memorable brand experiences for SoBe, Scotts, TELUS Mobility, Pepsi, Fritolay, and Buena Vista Home Entertainment.