Senior Strategy Manager - 1:1 Communications, Personalization Strategy Own the Growth

LifeWorks, Inc. • $86K — $160K *
Toronto, ON M3C 0E3In-Person
Telecommunications & Hardware
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years in growth and personalization strategy or CRM
  • Proven success in 1:1 communication channels for sales and engagement
  • Expertise in customer decisioning and journey orchestration
  • Entrepreneurial mindset with accountability for results
  • Strong cross-functional influence skills with stakeholders
  • Exceptional storytelling ability for executive presentations
  • Experience leading cross-functional teams for rapid optimizations
  • Fluency in new platforms and data environments

Responsibilities

  • Own sales and growth outcomes through strategic communication initiatives
  • Monitor KPIs and diagnose performance shifts
  • Analyze data to uncover opportunities and recommend actions
  • Collaborate with GTM teams to improve underperforming areas
  • Lead evolution of customer communications from broad targeting to personalized strategies
  • Design and optimize customer journeys using behavioral insights
  • Prioritize initiatives based on value, customer impact, and ROI
  • Develop compelling presentations for senior leadership

Benefits

  • Dynamic and collaborative work environment
  • Focus on core values, including teamwork and innovation
  • Personal development opportunities through training and networking
  • Flexible work arrangements, including in-office and remote options
  • Support for community involvement and diversity initiatives
  • Comprehensive rewards package including vacation and benefits
Full Job Description
Description

Reporting to the Manager, Communications Growth, you will be accountable for driving sales and growth outcomes across your portfolio through customer decisioning, journey orchestration, and personalization strategy.

We are looking for a strategic growth leader who thinks beyond campaign execution and channel management. You have experience designing and optimizing customer communication strategies by determining who should be engaged, which channels should be used, when communications should occur, how frequently customers should be contacted, and what content, offers, or actions will drive the greatest business impact. You have successfully leveraged customer behavior, lifecycle signals, engagement patterns, experimentation, and data-driven insights to deliver measurable improvements in customer experience, conversion, and revenue growth

What You'll Do
Growth Ownership & Business Performance

  • Own 1:1 communication sales and growth outcomes across your business portfolios, partnering with Marketing and Channel teams to establish targets and drive accountability for results.
  • Maintain a hands-on watch on all KPIs, clearly articulating the business drivers behind performance shifts (tactics, offers, conversion improvements)
  • Analyze performance data to identify opportunities, diagnose issues, and translate insights into clear actions and business recommendations.
  • Partner closely with GTM teams to accelerate the turnaround of underperforming areas through effective planning, continuous performance measurement and optimization.


Customer Decisioning & Personalization:
  • Lead the evolution of customer communications within your portfolio from broad campaign-based targeting to intelligent, customer-centric decisioning.
  • Partner with GTM teams to optimize portfolio communication strategies-including audience selection, channel orchestration, engagement timing, contact frequency, and content experimentation-to drive measurable performance improvements.
  • Design, test, and optimize cross-channel customer journeys that leverage behavioral triggers, lifecycle signals and data driven insights.


Portfolio Strategy & Roadmap Prioritization
  • Prioritize communication initiatives based on business value, customer impact, and ROI.
  • Partner with Marketing, and Product, teams to define capability roadmaps and unlock new growth opportunities.
  • Serve as the strategic lead and primary point of contact for your assigned business portfolios, managing all requests related to targets, performance, opportunities, and capabilities


Executive Presentation & Storytelling
  • Lead the development and delivery of executive-level, data-driven presentations to articulate key business outcomes, strategic direction, and new growth opportunities to senior leadership through compelling storytelling.


Qualifications

What you bring
  • 5+ years of experience in growth strategy, personalization strategy, customer decisioning, customer journey orchestration, lifecycle marketing, or CRM strategy.
  • Proven track record of driving measurable sales, growth, and customer engagement outcomes through 1:1 communications channels, including Email, MMS/RCS, Outbound calling, and Push notifications
  • Strong expertise in one or more of the following: Customer decisioning, Journey orchestration, Personalization strategy, Audience Strategies and Segmentation, Contact policy optimization
  • You are a proactive owner with an entrepreneurial & continuous improvement mindset, taking full accountability and continuously looking for what works, what does not, and making the necessary changes to drive results.
  • Exceptional ability to influence strategy and drive business outcomes with cross functional (marketing, channels, product, engineering) stakeholders.
  • Excellent communication skills to articulate business outcomes and strategic direction to senior leadership through compelling, executive-level storytelling.
  • Experience leading a cross-functional team (e.g., a squad, pod) and working with diverse stakeholders to launch rapid optimizations, A/B tests, and new capabilities to drive portfolio sales outcomes with an agile way of working
  • Ability to rapidly build fluency in new platforms, technical concepts, and data environments


Great-to-haves
  • Experience in the Telco industry and understanding of Telco market dynamics to inform and influence strategy.
  • Experience operationalizing AI-driven personalization, recommendation engines, predictive models, or next-best-action frameworks.
  • Experience with Adobe 1:1 platforms, such as Adobe Experience Platform (AEP), Adobe Journey Optimizer (AJO), and Adobe Campaign Classic (ACC).


What we give back to you
  • A highly-engaged, dynamic and collaborative environment.
  • A place that embraces our core values: Spirited teamwork, Courage to innovate, Embrace change, Initiate opportunity, and a Passion for growth
  • Opportunities for personal development through training, networking, and career development
  • Flexible work styles with the ability to work in and out of the office
  • An organization that actively supports you giving back to the community you live in
  • An organization that is committed to Diversity & Inclusion exemplified by our diverse, global team member-led resource groups and our commitment to ensuring every team member is valued, recognized, and empowered to thrive in a safe and equitable environment.

#LIREMOTE

Salary Range: $86,000-$160,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more ...


Job Type: This is for a current vacancy

About LifeWorks, Inc.

LifeWorks, Inc. Careers

Joining LifeWorks, Inc. presents an unparalleled opportunity to become part of a leading team dedicated to professional growth and innovation in the industry. LifeWorks, Inc. is renowned for its commitment to excellence and a culture that fosters diversity and leadership.

Explore Job Opportunities

LifeWorks, Inc. offers a variety of job opportunities that cater to a range of skills and professional interests. Whether seeking an entry-level position or a more senior role, LifeWorks, Inc. provides a platform for career advancement and personal development.

Internship Programs

Embark on a professional journey with LifeWorks, Inc. through its dynamic internship programs. These opportunities allow individuals to gain hands-on experience, enhance their resumes, and develop essential skills in a real-world setting. Internships at LifeWorks, Inc. are a stepping stone to full-time employment and a flourishing career.

Professional Growth and Benefits

LifeWorks, Inc. is dedicated to the professional growth of its team members, offering extensive training and development programs. Employees enjoy comprehensive benefits that support both their professional and personal lives, ensuring a well-rounded employment experience.

Inclusive Culture and Diversity

The company prides itself on a workplace culture rooted in diversity and inclusion. LifeWorks, Inc. believes that a diverse team inspires innovation and enhances problem-solving capabilities. Through diversity training and inclusive hiring practices, LifeWorks, Inc. ensures that all team members have the opportunity to contribute and succeed.

Networking and Leadership Development

LifeWorks, Inc. encourages its employees to engage in networking and leadership development activities. These initiatives are designed to build strong professional networks and develop the leadership skills necessary for career advancement within the company.

Innovation at LifeWorks, Inc.

At the forefront of innovation, LifeWorks, Inc. continually seeks to implement cutting-edge solutions and services. The team at LifeWorks, Inc. is composed of dedicated professionals who bring creativity and expertise to every project, driving the company's success in a competitive market.

Hiring Process

The hiring process at LifeWorks, Inc. is designed to identify and attract top talent. Candidates undergo a thorough interview process that assesses their skills, cultural fit, and potential for growth within the company. LifeWorks, Inc. values transparency and communication, ensuring that all applicants receive timely updates and feedback.

Career Opportunities Await

LifeWorks, Inc. is actively hiring and looking for motivated individuals who are ready to take their careers to the next level. Explore the open positions and find where your skills and passions align with the needs of LifeWorks, Inc.

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LifeWorks, Inc. is not just a company; it's a place where careers are nurtured, and futures are built. Join the team and be part of a community that values hard work, creativity, and a commitment to excellence.
Learn more about LifeWorks, Inc.
Industry
Healthcare
* Ladders Estimates

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