Senior Manager, Customer Base Management
Key Skills
Job Description
Role Summary
The Senior Manager, Value Added Services will drive incremental revenue by increasing penetration of VAS offerings (e.g., Home Phone, IPTV, service coverage products) across the company's existing customer base. This role owns the strategy, execution, and P&L performance of cross-sell and upsell initiatives, working closely with Marketing, Data & Analytics, Product, Customer Care, and Sales Channels to maximize attach rates and reduce churn.
Key Responsibilities
- Own the VAS attach-rate and revenue targets for the existing customer base, developing quarterly and annual growth plans
- Design and execute cross-sell/upsell campaigns across channels (call center, email, etc.) in partnership with Marketing
- Identify high-propensity customer segments using data and analytics, working with the Data/Insights team to build targeting models and campaign measurement
- Build and manage incentive programs for frontline sales and care agents to drive VAS adoption
- Monitor and report on KPIs including attach rate, ARPU lift, take-up rate, retention impact, and campaign ROI
- Collaborate with Customer Care and Retention teams to ensure VAS offers are integrated into save/win-back conversations
- Present performance updates and strategic recommendations to senior leadership
Required Qualifications
- 7+ years of experience in telecom, product management, or customer base management roles, with at least 2-3 years in a leadership capacity
- Proven track record of driving revenue growth through cross-sell/upsell to an existing customer base
- Strong analytical skills; comfortable working with customer data, segmentation, and campaign performance metrics
- Experience managing cross-functional stakeholders (Marketing, Product, Care, Sales)
- Excellent communication and presentation skills, with experience influencing senior leadership
- Bachelor's degree in Business, Marketing, or related field (MBA a plus)
Preferred Qualifications
- Direct experience with telecom VAS products (e.g. device protection, streaming, security, IoT)
- Familiarity with CRM and campaign management platforms (e.g., Salesforce, Adobe Campaign)
- Experience with pricing/packaging strategy
Core Responsibilities
The Senior Manager will drive incremental revenue by developing and executing cross-sell and upsell strategies for existing customer base products. They will collaborate with cross-functional teams to manage P&L performance, optimize campaign targeting, and lead incentive programs for frontline staff.
Requirements
Candidates must have at least 7 years of experience in telecom, product management, or customer base management, including a minimum of 2-3 years in a leadership role. A bachelor's degree in Business or Marketing is required, with strong analytical skills and experience managing cross-functional stakeholders.
About Xplore Inc
Industry: Telecommunications
Company size: 501-1,000 employees
For 20 years, Xplore has supported rural living by connecting and serving Canadians who live beyond the bigger city limits. We are continuing that legacy by using the newest technology to deliver quality high-speed Internet to rural communities. From the smallest village to growing towns and cities, from the condo to the cottage and the many spaces in between, Xplore is bringing fibre and 5G to rural life – so that more rural Canadians can connect without compromise. At Xplore, we’re all about putting our customers first. We get rural living. It’s our business – but it’s also in our blood. We’re headquartered in the small town of Woodstock, New Brunswick. Connect with us: Instagram: https://www.instagram.com/xplore__ca/ Twitter: https://twitter.com/xplore_ca Facebook: https://www.facebook.com/xplore.ca YouTube: https://www.youtube.com/c/xplore_ca Xplore est au service des gens qui ont choisi d'habiter hors des grands centres depuis 20 ans. À cet effet, nous utilisons les dernières avancées techniques pour offrir un accès Internet haute vitesse de première qualité à notre clientèle. Du plus petit village aux municipalités régionales en pleine croissance, du chalet en pleine nature jusqu'à la douillette copropriété, vous pouvez compter sur nous pour vous fournir un accès Internet 5G et par fibre optique à la hauteur de vos attentes. Nous connaissons bien les besoins de notre clientèle particulière, et nous sommes fiers de nos origines en région. D'ailleurs, notre siège social est toujours situé à Woodstock au Nouveau-Brunswick. Communiquez avec nous : Twitter.com/xplore_ca Facebook.com/xplore.ca Instagram.com/xplore__ca YouTube.com/xplore_ca