Director of Base Management, Residential

Are you interested in helping Manitobans get connected to the province’s leading Internet Service Provider? You can help people become more connected than ever with Valley Fiber Ltd. Valley Fiber Ltd is a full-service company offering dedicated fiber optic internet, TV, and digital phone for people across the province. We’re growing fast, and we’re looking for talented people join us!

Reports To:
The Director of Base Management, Residential will report directly to the Vice President of Sales and Marketing.

Job Overview:
The Director of Base Management is responsible for enhancing the value of Valley Fiber’s Residential customer base. This entails developing effective strategies to reduce monthly churn, contributing to the development of market pricing, prioritizing long-term retention and growth through a value ladder strategy, and identifying upsell opportunities for both existing and future services. Additionally, this role involves providing insights and recommendations for reducing ongoing operating costs in related areas.

Responsibilities and Duties:
• Collaborate with the Director of Sales, Residential, the Director of Sales Dealer & Retail, the Director of Marketing, the Director of Commercial Product Management and Marketing and the Executive Director of Call Centre to achieve organizational revenue objectives and key performance indicators.
• Design and implement tactical plans to support organizational revenue and key performance indicators, including churn, upsell revenue opportunities, and average revenue per user.
• Ownership of our competitive intelligence tracking and management in order to anticipate competitive reaction and response.
• Strong analytical capability with the objective of surfacing important customer and market insights, and incorporating these into base management strategies
• Take a leadership role in determining pricing structures for Residential services.
• Manage revenue and retention projects related to business development.
• Work closely with the Valley Fiber Sales and Marketing team to understand the needs and goals of our Residential customer segments.

• A Bachelor’s degree in Finance, Marketing, Business Administration, , telecommunications or Sales Management is preferred.
• 5-7 years of experience in marketing, product, or sales management within a retail setting.
• Ability to manage multiple projects and meet strict deadlines.
• Excellent negotiation and leadership skills.
• Outstanding verbal and written communication skills.
• High emotional intelligence and strong interpersonal skills.

• Significant experience in customer relationship management (CRM), preferably in the telecom industry or a related field. This could include roles in customer service, sales, marketing, or product management.
• Proven experience in leadership and management roles, preferably in a similar capacity overseeing customer base management strategies and initiatives.
• Experience in analyzing customer data, segmentation, and targeting strategies to drive customer retention, satisfaction, and revenue growth.
• Strong understanding of telecom industry trends, technologies, and competitive landscape.
• Experience in developing and implementing customer retention programs, loyalty programs, and churn reduction strategies.
• Experience in managing cross-functional teams and collaborating with departments such as marketing, sales, product management, and customer service.
• Experience in utilizing customer analytics, CRM systems, and other relevant tools to drive business insights and decision-making.

What We Offer:
– Comprehensive benefits package
– Staff discounts on internet service and at select local businesses
– Opportunities for professional development, increased responsibility, and advancement
– Opportunities to work on big projects that have a lasting impact on the daily life of Manitobans

Working Conditions:
– Ability to work on internal systems for extended periods of time.

Working out of our Winnipeg offices with periodic working sessions in Winkler, this role offers a unique opportunity to join a dynamic, customer-focused organization. Founded in Winkler, Manitoba Valley Fiber has rapidly expanded our footprint, serving residents and commercial accounts across rural Manitoba. The organization is backed by DIF Capital Partners, a global infrastructure firm deeply rooted in Europe, the US and Canada.

As a key part of our creative and dynamic team, you will have the opportunity to shape the direction of the department and contribute to the success of Valley Fiber as a sales, marketing, and call center operations leader. We thank all those who apply, however only those selected for further consideration will be contacted. Please submit your resume to

Valley Fiber does not discriminate against individuals who have a disability or based on their culture, nationality, ethnicity, gender, or religion. Valley Fiber strongly encourages individuals from minority-groups to apply and is willing to reasonably accommodate where possible.