Manager, Communications & Personalization Strategy & 1:1 Base Growth

Description

Join the Communications & Personalization (C&P) team and help drive the future of marketing innovation at TELUS. Our vision is to reinvent how we engage with customers by delivering highly relevant messages on their preferred channels at the right moment to maximize sales, ROI, and operational efficiency, powered by automation and AI.

Our team and what we’ll accomplish together

As the Manager, C&P Strategy & 1:1 Base Growth, you will play a critical leadership role in shaping the future of Comms & Personalization at TELUS. You will lead the C&P strategy, business outcomes, and roadmap across marketing and service communications, while also leading the 1:1 base growth agenda.

This role is about connecting strategy to execution and ensuring the team is focused on the right opportunities, customer outcomes, and business impact. You will report to the Director, Communications & Personalization and lead both direct reports and a broader cross-functional pod. Success in this role will require strong strategic thinking, executive storytelling, stakeholder leadership, business acumen, and the ability to translate marketing, technology, data, and AI capabilities into clear business outcomes.

Here’s how

• C&P Strategy, Vision & Roadmap: Lead the development of the future C&P strategy, including the strategic vision, business outcomes, key enablers, and roadmap required to unlock greater value from 1:1 customer engagement. Build business cases and recommendations that articulate what we are solving, why it matters, expected outcomes, and how TELUS should prioritize investment and execution.
• Capability & MarTech Evolution: Partner with Marketing, Product, Engineering, Channels, Data, and Operations to define the capabilities required to enable more personalized, timely, AI-supported, and scalable 1:1 communications across customer touchpoints. Identify where AI, automation, data, decisioning, and MarTech capabilities can improve outcomes.
• Executive Storytelling: Develop executive-ready presentations that communicate strategy, opportunities, and roadmap priorities by turning complex marketing, data, AI, and technology topics into clear narratives and recommendations.
• Base Management Growth & Optimization: Lead the identification and prioritization of 1:1 communications opportunities in partnership with Marketing Base Management teams, with a focus on measurable business impact. Build a continuous improvement discipline across planning, execution, measurement, optimization, and reporting.
• Insight-Based Recommendations: Translate performance data into clear recommendations, helping teams understand what is working, what is not, and where to adjust targeting, offer strategy, channel mix, journey design, or customer experience.
• Cross-Functional Pod Leadership: Lead cross-functional pods responsible for bringing C&P strategy and base growth priorities to life. Provide leadership to direct reports and broader team members, ensuring clarity on priorities, ownership, timelines, and outcomes.

Qualifications

What you bring

• 8+ years of relevant experience in marketing strategy, customer growth, base management, CRM, 1:1 communications, personalization, consulting, or a related field.
• Proven ability to lead strategy that drives measurable business outcomes, with strong commercial judgment and the ability to connect customer opportunities, business priorities, capabilities, and value.
• Strong understanding of 1:1 communications, lifecycle marketing, customer targeting, journey optimization, and personalization across multiple channels.
• Comfort working with performance data to identify opportunities, diagnose issues, and translate insights into clear recommendations and actions.
• Ability to connect marketing strategy with MarTech, AI, automation, data, journey orchestration, and decisioning capabilities, partnering effectively with Product and Engineering teams to shape priorities and roadmaps.
• Strong executive storytelling, stakeholder management, and communication skills, with the ability to simplify complex topics and influence across Marketing, Product, Engineering, Digital, Channels, and Operations.
• Experience leading teams, pods, or complex cross-functional initiatives, including situations where not all team members report directly to you.
• Ability to operate in ambiguity, build structure, and move work forward in a fast-paced, cross-functional environment.

Great-to-haves

• Experience in the telecommunications industry or another complex, cross-channel, data-rich, customer lifecycle-driven business.
• Experience working with CRM, lifecycle marketing, Base Management, campaign performance, or customer growth teams.
• Experience connecting marketing objectives with data, reporting, targeting, journey orchestration, automation, and personalization capabilities to improve campaign outcomes.
• Experience using Looker, Tableau, or similar reporting tools to support marketing performance measurement and optimization.
• Bachelor’s degree or similar post-secondary degree; an MBA or background in marketing, analytics, strategy, consulting, or business transformation is highly valued.

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