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Director of Strategy and ARPU Advocacy
Entertainment & Media Industry Company
Toronto, , Canada
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Company is a truly Canadian company with a 137 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Company Mobility and Company Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
Position Description:
Reporting to the Vice President, Design and Delivery within Customer Operations, the Director, Strategy & ARPU Advocacy will oversee a team of 25 that measures the customer experience, does ‘deep dive’ analytical problem solving and creates pro-active strategies to improve customer satisfaction. The Director, Strategy & ARPU Advocacy works in partnership with pricing, IT and operations to develop and implement ARPU (average revenue per user) strategies and projects that drive tangible EBITDA benefit. They support the executive team in developing overall group strategy and communicating to all the stakeholders (executive team, other departments, internal). Our ultimate goal is to understand the true value of our customers and their drivers of satisfaction at the level of one. We have both infrastructure and the appetite around data and analytics, we just need the experience and talent to leverage it.
Job Duties/Accountabilities:
• Strategy
◦ Support strategy development and communication for EVP and SVP of customer experience including: 2 annual strategy sessions and monthly operational reviews with CEO
◦ Support the elements of the strategy and budget with ad-hoc analysis and presentations, working quickly and autonomously with all stakeholders
◦ Manage activities required to support the strategy and budget planning process for the Customer Operations organization
• Capital management
◦ Develop capital strategy and 3-year roadmap
◦ Act as program management office for all capital including: front door approvals, forecasting & tracking spend and benefits, support tools for Design & Delivery team
• EBITDA Advocacy
◦ Deliver high quality strategic insights, with a particular focus on the area of customer analysis in regards to churn and overall lifecycle profitability
◦ Partner proactively with pricing/marketing, channels, field services and customer operations to identify and pursue areas for performance improvement
◦ Manage a portfolio of capital initiatives designed to bring the insights to life; oversee end to end solution design, implementation and monitoring
• Overall
◦ Develop relationships across the company and within the customer operations group, both at the working level and with senior executives
◦ Build strong internal client relationships based on a foundation of providing value to the company and a clear demonstration of personal and team credibility
◦ Maintain a pipeline of requests for analysis and insights, driven by demand for the expertise of the team and its operational focus
◦ Build and mentor a high quality, high performance team of strategic advisors
◦ Develop a highly capable group of “consultants” who are able to proactively assist the organization
◦ Foster a culture of continuous learning and collaboration between the different teams, and with the teams that they interact with
Critical Qualifications/Competencies:
• Strong strategy development credentials, ideally founded in a previous strategy or management consulting experience (5-7 years of relevant experience)
• Proven leadership skills, influencing others with the ability to get things done; comfortable in complex, fast-paced, matrix environment
• Exceptional analytical skills with the experience in developing / managing strategic business plans and requirements
• Very strong communicator; able to deal with multiple levels in the organization, including team members, vendors, and adapt communication style as needed for the audience
• Results-driven who is able to grasp and communicate complex ideas clearly
• Energetic self-starter who thrives in a fast-paced environment
• Passion and experience for driving change
• A University degree with a focus on Process Improvement, Business, or Technology/ Engineering
• MBA is a strong asset
• Full mastery of all MS Office products
Core Values:
• Customer Focus
• Passion
• Curiosity
• Challenge Status Quo
• Respect Differences
Working Conditions:
• Travel as required (approximately once a quarter)
• Off normal hours (evening and weekends) at times
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 04/06/2017
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Company is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Toronto