Senior Channel Manager

Overview

TELUS Small & Medium Business Solutions (SMB) is a dedicated business-to-business sales channel serving customers across the B2B landscape. The Sr. Channel Manager plays a critical role within the SMB team, supporting TELUS Digital Experience contact centers located in the Philippines, India, and Morocco.

In this fast-paced, dynamic B2B environment, you will lead, motivate, and develop a high-performing team of inside sales professionals focused on the small business market. This role is accountable for driving sales campaigns and performance across an integrated portfolio of TELUS Business products, while delivering an exceptional customer experience reflective of TELUS values.

We are looking for someone who is passionate about customers, people, sales, and success—believing that true success comes from growing and empowering others. You will build and strengthen relationships with TELUS Digital teams across international locations to drive sales performance for TELUS Business products. As such, this role also requires the flexibility and willingness to travel domestically and internationally as needed.

• Design and operationalize channel strategies to achieve quarterly revenue and customer acquisition goals
• Develop and execute lead generation campaigns, sales playbooks, and daily sales activity plans to ensure consistent pipeline velocity and sales rep productivity
• Achieve and Manage headcount goals needed for successfully driving lead campaign optimisation
• Build productive relationships across sites through influence to ensure bilateral flow of feedback and insights

• Monitor and drive daily lead measures:
  Avg attempts/rep/day, talktime, RPC and funnel creation
• Achieve lag measures: sales conversion rates, RGU/Account, cross sell
• Structured weekly performance huddles and monthly business reviews (MBRs) to diagnose performance gaps and course-correct in real time
• Optimize sales agent quartile management activities to graduate into higher buckets

• Ensure offshore teams are continuously trained on product knowledge, PSO adherence, compliance, and sales techniques with talk tracks and coaching cadence
• Roll out structured QA and coaching frameworks to improve script adherence, call quality, and objection handling
• Track and influence Rep/TL Scorecard improvements and compliance adherence, with actionable feedback loops

• Leverage and maintain dashboards that track lead and lag indicators at rep, team, and OM/Partner levels
• Analyze trends in Sales Funnel movement, close rates, and sales velocity to identify process inefficiencies and test improvements
• Continuously refine KPIs to ensure they reflect evolving business objectives and partner capabilities

• Collaborate with Marketing to align outbound campaigns with lead generation targets and product positioning
• Partner with quality & training teams to drive L2R outcomes and bolster funnel impact
• Work closely with Product and Sales Enablement to ensure offshore teams are equipped with the most up-to-date tools, offers and incentives

• In-depth knowledge of contact center operations, key performance indicators, and sales performance optimization
• Proven ability to lead through influence and drive results across cross-functional teams
• Strong mentorship and team development capabilities
• A data-driven, analytical mindset with the ability to turn insights into action
• Experience building consensus and negotiating win-win outcomes in complex environments
• The ability to communicate effectively across diverse cultural contexts
• A passion for developing solutions that support Canadian businesses
• Comfort thriving in ambiguity while driving clarity and direction
• Competitive yet collaborative mindset to drive performance outcomes
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Excellent verbal and written communication skills

• Minimum of 5 years’ experience in sales and/or marketing
• Minimum of 2 years’ experience in a sales and/or marketing leadership role
• Experience working in a contact center environment in operations and/or account management is preferred
• Bachelor of Commerce, Business Administration, or equivalent combination of industry and sales experience