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Shaw Communications
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Manager, Strategy & Programs Base Management (Temporary)

Department name: Customer Base Management
Business unit: Consumer
Position ID: J1021-1314

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks.

At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers.

Come dream bigger and brighter with Shaw.

The role

As a Manager, Strategy & Programs you will… (Up to 15 months- Maternity backfill role)
• As a people leader, lead & motivate a team to deliver on base management initiatives
• Develop a programmatic approach around identification and execution of retention/proactive strategies designed to improve churn impacting customer experience throughout the customer lifecycle with an omnichannel lens
• Enhance capabilities to achieve frictionless & seamless experiences in the base by working with IT and other key stakeholders
• Build and develop policies to improve customer experiences for the base around key moments of truths from customer onboarding to their device upgrade cycle to help reduce churn and improve retention
• Work cross functionally both within and outside the CBM (Customer base management) teams to ensure lifecycle strategies are appropriately understood and effectively implemented by the campaign design team, digital & front line teams (Including channels sales rep and call center agents)
• Understand and interpret base movement around churn & hardware upgrade program measurement results to continuously improve marketing programs & their ROI through a test and learn approach
• Track key KPIs to develop and build regular executive stories/decks, success stories & learnings for base management related programs focused on customer experiences across omnichannel interactions
• Identify key customer pain points through primary and secondary research, work collaboratively with various stakeholders across the organization to prioritize, design and implement solutions that enhances customer journey experiences

A typical day

This role is….
• People leadership
• Cross functional engagement for new & ongoing initiatives (35%);
• Go to Marketing initiatives - Resourcing, planning and implementing (30%)
• Innovate and create new programs (15%)
• Customer, business Insights & trend reviews; base analysis, program/campaign measurement & Interpretation (20%)

Your skills/experience

• Strong business strategic approach with the ability to drill down into tactical details understanding end to end implications
• Excellent Analytics skills with strong ability to distill customer & business insights from data and convert into actionable strategies & programs.
• Ability to develop strong relationships with stakeholders that enable successfully co-creation of initiatives to yield positive outcomes to the business.
• Demonstrated ability to identify, interpret and present data in cohesive and concise “so what-business story”
• Keen sense of identifying customer pain points through primary and secondary research & analytics
• Ability to manage diverse and demanding set of stakeholders and push through key initiatives to improve customer experience
• Ability to balance customer and business needs to drive the right outcomes.
• Ability to multi-task and manage multiple projects and programs efficiently at the same time
Independent, highly organized; ability to prioritize and handle multiple deadlines
• Be result oriented with a strong bias for action.
• Strong Go-to-Market competencies skills
• Demonstrated ability to initiate, influence and sell in concepts/strategies to stakeholders
• 5-7 years of experience in marketing teams, preferably within telecommunications or financial services.
• Experience in consumer marketing, segmentation, targeted communication & campaigns

Other details

  • This position requires the successful completion of a criminal (and credit) background check
  • Hires starting prior to November 15th will be required to provide proof of full vaccination with a federally approved COVID-19 vaccine (or subject to regular testing) prior to entering any Shaw workplace or interacting with a customer.
  • Hires starting on or after November 15th will be required as a condition of employment to provide proof of full vaccination with a federally approved COVID-19 vaccine (or proof of a valid exemption).

Posting closing date: October 29, 2021

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.

We thank all applicants for their interest; however, only selected candidates will be contacted. No telephone calls or agencies, please.