Manager, Small Business Product Intensity and Cross-sell Team

TELUS•Calgary, AB

22d

About The Position

The Small-Medium Business (SMB) team is a dynamic, fast-paced, and collaborative group responsible for delivering profitable growth within the highest-value segment for TELUS Business. This role is for entrepreneurial marketers who enjoy building from the ground up. The team's values center around ownership, outcomes, curiosity, iteration, and celebration. The Manager, Product Intensity and Cross-sell will define and execute strategic programs to drive profitable growth, with direct responsibility for designing and executing the complete cross-sell strategy, from product positioning to pricing to promotional tactics. The focus is on creating more multi-product customers while driving value and reducing costs. This role leads a team working across Eastern and Mountain time zones.

Requirements

Natural-born leader with a willingness to challenge the status quo.
Analytical thinker who leverages segmentation models, performance trends, and customer journey insights to inform data-backed retention decisions.
Provides thoughtful recommendations that link back to specific business problems and goals.
Supportive manager, known for focus on coaching, supporting, and mentoring team members in an open, honest, inclusive, and approachable way.
Persuasive communicator who is clear, concise, and articulate in all aspects of communication.
Manages stakeholder communications well, including to members of cross-functional leadership groups.
Results-oriented with a strong sense of ownership for customer lifecycle outcomes, retention economics, and long-term portfolio performance.
Agile with the ability to coordinate multiple initiatives in the portfolio and work within an environment of rapid change.

Nice To Haves

Formal or informal experience leading a team.
5-7 years in strategic marketing, product management, operations, or program management — Experience executing key strategic initiatives, launching campaigns, or managing pricing/product decisions. Open to candidates from adjacent domains (B2B SaaS, subscription models, operations) who have driven measurable business outcomes.
Familiarity with analytics tools and customer insights — Experience with segmentation modeling, customer journey mapping, or analytics platforms that inform strategic decisions.
B2B, SMB, or subscription-based business experience — Prior experience in these domains accelerates onboarding, but strong performers from other industries can absolutely succeed here.

Responsibilities

Designing and executing strategic programs that drive product intensity and multi-product customer retention within the SMB customer base.
Leading a team of marketers who analyze customer data, design targeted cross-sell strategies and campaigns, and drive continuous improvement across the portfolio.
Transforming customer insights into differentiated interventions that increase ARPU, enhance customer lifetime value, and reduce churn.
Building and maintaining a high-performing team culture rooted in data-driven insights, curiosity, and collaboration.
Leading through a coach-based approach, developing each team member to reach their full potential, and celebrating wins together.
Working closely with cross-functional partners across pricing, planning, business intelligence, data science, loyalty & retention, and sales teams to develop integrated strategies that balance customer value with business profitability.
Owning the complete cross-sell portfolio strategy—from defining customer value propositions to executing multi-product intensity initiatives.
Designing data-informed programs based on predictive models and lifecycle insights.
Shaping and adjusting customer value propositions in response to market dynamics while maintaining alignment with long-term portfolio objectives.
Working closely with frontline teams to identify customer pain points and drive continuous improvements to the customer experience.
Garnering buy-in from all levels of the organization—from frontline agents to senior leadership—by leveraging strong storytelling, presentation, and negotiation skills.
Serving as a key thought leader in the TELUS Business leadership team and as a strategic voice on SMB portfolio direction and competitive positioning.