Director Client Strategy Enablement

About TELUS Digital:

TELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusidigital.com.

As the Director of Customer Strategy Enablement, reporting to the Senior Director Corporate Strategy Enablement, you will be responsible for shepherding and enhancing the overall relationship with TELUS Digital’s biggest client, TELUS Communications. You will work closely with various TELUS Digital stakeholders, including but not limited to our Global VP of Operations Programs & Transformation for TELUS. You and your team will support, help grow, and ensure the success of our biggest client.

Responsibilities

• Customer Relationship: Establish and foster a trusted, consultative relationship between TELUS Digital and TELUS Communications by acting as a front door for various interactions and exchanges.
• Governance and Alignment: Develop and execute an overall governance approach, aligning senior level cross-functional teams from both TELUS and TELUS Digital around common goals. Formulate and align strategies to operational objectives and manage opportunities between the two companies.
• Executive Business Operations Team (EBOT): Plan executive-level agendas, coordinate content, and facilitate meetings, as well as oversee funnel management (SFDC), capital governance and scorecards governance.
• Facilitate Balance-of-Trade Growth: Develop and maintain a strategic full-service solutions environment to oversee and nurture successful balance of trade for both organizations.
• Service Level Agreements and Negotiations: Support and influence operations teams to deliver and exceed all contracted service level agreements. Enable negotiation of MSA/SOWs/OBP/Renewals, and perform reporting and reconciliation against those MSA/SOWs.
• Financial Performance: Conduct financial performance analytics and analysis, and manage the financial performance of aggregate TELUS MSA, and balance of trade between the organizations.

Qualifications

• Bachelor's or Master’s degree in Business Administration or related field
• Minimum of 7 years’ experience in a revenue generating, operations and/or client relationship management role
• Experience with P&L’s - preparing and managing budgets to meet corporate objectives
• Experience working in a highly matrixed global environment
• Experience working with call centers, digital environments and/or telecommunications environments
• Experience leading procurement teams or programs and managing customer relationships

Abilities, Knowledge and Skills

• Ability to facilitate solutions, strategies and objectives in a complex and matrixed technology environment at the most senior level in an organization
• Ability to make decisions and problem solve based on financial and economic analysis
• Ability to adapt quickly to change and provide change management guidance to others
• Knowledge of service delivery and assurance or customer care processes in a contact center environment including key client metrics e.g. workforce management metrics, quality assurance metrics, customer satisfaction metrics, average handle time, etc.
• Knowledge of how sales and marketing drive new, repeat and growth business
• Excellent presentation and communications skills

Location: Remote - Canada

TELUS Values:

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.