Senior Manager, Customer Base Management

We're seeking a dynamic Senior Manager to develop and execute the customer value management practice at Xplore. This practice will include assessing, designing and implementing the strategy and programs to maximize customer engagement, loyalty, revenue and tenure across our various platforms (satellite, fixed wireless and fibre) and regions. The role will provide critical strategic oversight for all programs and campaigns designed for our existing customers across all channels and touchpoints.

• Analyzing data from various sources to determine pockets of opportunity within the existing customer base to sell more (additional products or upgrade to existing services) or drive greater customer retention
• Define specific programs, policies, tactics or campaigns to pursue the opportunities identified
• Monitoring channel and campaign performance and optimizing program based on performance trends and channel feedback/insight
• Framework for customer segmentation and value management
• Campaign management practice (prioritization, managing collisions, etc.)
• Definition of program and campaign objectives by segment and refining based on performance trends
• Working with network, channels, go-to-market execution, campaign execution and data & analytics partners to launch new initiatives
• Monitoring high-level KPI trends on a daily basis
• Monitoring performance of specific program or campaign KPIs and assessing vs. forecast, plans or business case assumptions
• Engaging with channels to ensure feedback loop on execution, rep and customer experience, etc.
• Understanding of Canadian Internet and the telecommunications market
• Strong experience and skillset with customer segmentation and campaign design and execution (e-mail, outbound calling, etc.)
• Strong experience and skillset with business case development and financial modelling
• Strong experience and skillset with analyzing data to uncover actionable insights and inform assumptions to size initiatives and make decisions
• High familiarity with MS Office suite (Word PowerPoint, Teams), expert in Excel
• High familiarity with PowerBI or other data visualization applications (e.g. Domo, Tableau)

• Strong business and financial acumen
• Results orientation, proactive bias for action
• Excellent communication skills with the ability to articulate a compelling vision supported by data
• Strong presentation and communication skills and a demonstrated ability to influence at all levels of the organization
• Demonstrated ability to create a winning culture and positively influencing the organization
• Ability to toggle between the strategic aspects of the role to the very analytical and tactical aspects of the role (zooming out to big picture and zooming in to detail several times daily)
• Minimum 3-5 years experience within a subscription, loyalty or recurring revenue-based business environment
• Minimum 3-5 years experience in launching new initiatives (products, promotions, campaigns, etc.) that have direct customer and financial impact
• Minimum 3-5 years experience managing a portfolio towards a budget or set of targets and developing plans and tactics to deliver

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.