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Senior Manager – Customer Portfolio Optimization

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Information Technology & Digital Media
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014362 Requisition #
Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
An access to over 6,000 free courses for your continuous development and career growth.
Comprehensive benefits from day one.  

This is the #YPLife and what working at YP is all about.

What is a Senior Manager – Customer Portfolio Optimization at Yellow Pages?

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.

As a Senior Manager – Customer Portfolio Optimization responsible for a team of 60-70 Customer-Facing employees, your primary mandate will be to support and grow the portfolio of accounts assigned to your team post-sale.  

You will be playing a key role in defining and deploying our new service model, ensuring we are delivering exceptional value at every customer touchpoint while continuously optimizing our cost to serve.  

The ideal candidate has an in-depth understanding of Canadian SMBs and how they can leverage digital marketing as a key component of their advertising strategy, has experience in a call center or marketing agency environment and has demonstrated exceptional leadership and collaboration skills.  You are also passionate about product and team performance, and driven by KPIs.  

The diamond in the rough has experience in project management or continuous improvement and can lead an initiative from start to finish.  

Key Areas of Responsibilities:
Client Product Portfolio Optimization
  • Support the fulfillment of a portfolio of products to ensure maximum ROI on client’s investment delivering Listings, Websites, Search Marketing, Display,  Social and Videos
  • Identify upsell opportunities, retain clients
  • Act as a digital marketing client advisor, translate analytics, recommend improvements
  • Optimize product performance

Redefine Customer Touchpoints
  • Redefine customer touchpoints per client segment (Mass 75%, Mid 20%, High 5%)
  • Alleviate production siloes with an integrated solution service model.
  • Change the operating model from back-office to customer facing
  • Define service offer and delivery model 

Ongoing Optimization
  • Measure and manage product and team performance
  • Optimize cost to service
  • Generate new revenues through identification of upsell opportunities

Leadership
  • Lead a customer facing team, in a call-center environment
  • Work in close collaboration with a cross-functional team including Marketing, Sales, Product Specialists, Finance, IT in order to define and evolve product features and delivery processes
  • Represent Operations in cross-functional meetings


Why should you apply for this Senior Manager – Customer Portfolio Optimization position?
  • We bet on everyone potential rather than pressure management
  • We offer a flexible benefits package on your first day, a casual environment where you can wear jeans
  • We distinguish the most beautiful achievements by awarding prizes or recognition programs
  • We propose to our employees to advance in their career according to their expectations
  • We work in the amazing Nordelec building which include a gym with an employee discount 
  • Work schedule from Monday to Friday daytime
What do you need to be a Senior Manager – Customer Portfolio Optimization at Yellow Pages?

Qualifications:
  • BA Degree or equivalent business experience.
  • 5-7 years of management experience in a call center and/or Marketing Agency environment 
  • Strong knowledge of Digital Marketing products including Websites, Search Marketing, Display and Social.
  • Experience in upsell 
  • Strong execution and decision making skills.
  • Experience in Project Management would be an advantage.
  • Good knowledge of MS Office software (Word, Excel, PowerPoint, Outlook, Notes).
  • An asset: experience in managing in a unionized environment 
  • Strong mentoring and staff development skills.

Soft Skills and Competencies:
  • Strong leadership, coaching and motivational skills.
  • Strong planning, organization, time-management skills.
  • Strong communication and problem-solving skills.
  • Strong change management skills.

You are ready to join the Yellow Pages adventure as a Senior Manager – Customer Portfolio Optimization? Send us your resume right now.

About Yellow Pages

We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.

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