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Senior Manager, Customer Base Management
Xplore
Cornwall, CAN
Full-time
Senior · 7+ years experience
Hybrid
Discovered Yesterday
SalesforceAdobe Campaign
Free
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SalesforceAdobe Campaign
Role Overview
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 Skills for This Role
SalesforceAdobe Campaign
Full Job Posting
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
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