First Line Manager leading a team of warehouse operatives for Zara in Crick. Driving operational excellence through performance and efficiency in a tech - enabled warehouse environment.
About the role
- Manager leading a high-performing team in customer lifecycle management at TELUS. Driving strategic CRM initiatives and integration efforts to enhance customer engagement and conversion.
Responsibilities
- Lead and mentor a high-performing team of CRM Operations, Outbound Strategy, and Channel Enablement specialists, fostering a collaborative culture that treats CRM as a revenue engine
- Develop and execute a comprehensive lifecycle management strategy within Zoho, establishing clear KPIs ie: RPC, lead exhaust and conversion rates
- Establish and drive the strategic shift from a campaign lead channel team to a full CRM lead channel team who nurtures their own base, drives lead growth and develops their own unique channel strategy.
- Drive the integration of Zoho and 3rd party tools ie: CCAI, Telnyx, Business Connect to create a Unified Assist Engine, ensuring retail stores are synchronized with D2C, CSS, and other channel motions to eliminate channel collision
- Champion data hygiene and lead scoring accuracy through Sales Integration Tracking (SIT) logic, prioritizing representatives toward high-intent warm leads and P1 exhaust opportunities
- Partner with Channel Experience and OCTO (formerly DBM), Enablement, Sales and Training teams to deliver best-in-class outbound scripts, AI-enabled coaching (CCAI), improved CRM functionality and Virtual Sales Presence designations that unlock exclusive offers and drive conversion
Requirements
- 3+ years of experience building, mentoring, and growing high-performing teams—this isn't your first management role
- Deep, hands-on understanding of the CRM ecosystem (Zoho, Salesforce, or equivalent) and proven ability to drive sales through automated workflows and lifecycle blueprints
- Demonstrated ability to build strong relationships and influence stakeholders across large, complex organizations (D2C, DBM, Retail, and other cross-functional teams)
- Highly analytical mindset with comfort digging into performance data (CVR, exhaust rates, SIT levels) to measure ROI and pivot strategies effectively
- Strong sense of ownership and proven ability to thrive in target-driven environments, proactively pushing forward complex, multi-stakeholder initiatives
- Solid understanding of outbound dialing mechanics, lead-to-sale conversion cycles, and retail sales psychology
- Nice to Haves: Experience in telecommunications or a multi-location retail business. Direct experience with Zoho CRM, AI-enabled call listening platforms. Advanced Dashboard & BI tool experience (Tableau, Domo, or Google Looker). Experience in Managed Success or CRM and Outbound sales models.
Benefits
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- Minimum 3 weeks of vacation
- Flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
- 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 …
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