Customer Success & Retention Manager - Outbound jobs in United States
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Globe Telecom · 3 months ago

Customer Success & Retention Manager - Outbound

position20F The Globe Tower
timeFull-time
remoteOnsite
seniorityMid Level

Globe Telecom is focused on creating a wonderful world for its people, business, and nation. The Customer Success & Retention Manager - Outbound is responsible for delivering an exceptional experience for Roaming and International Outbound customers, driving efficiency and retention through process improvements and cross-functional collaboration.

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Comp. & Benefits

Responsibilities

Owns the end-to-end customer experience for International’s Outbound businesses, developing processes, policies and new experiences that elevate the way we care for the customer
Champions and orchestrates cross-functional process transformation initiatives to achieve roaming reliability (ie. issue resolution, customer handling and recovery) in collaboration with teams such as but not limited to Network, IT, Product, and Customer Experience Management
Drives active roamer retention by leading the development and implementation of effective win-back programs & pursuing resolution of critical, persistent issues
Takes ownership of NPS improvement - formulating actionable insights and initiatives through rigorous monitoring and analysis of VOCs, RCAs and KQIs
Identifies opportunities for process optimization and efficiency gains in partnership with support groups
Delivers consistent quality output across all channels and touchpoints (Help & Support Tools & Channels: KMS, Cascades, FAQs, FBM, IVR, Stores)

Qualification

Customer experience managementProcess optimizationCross-functional collaborationData analysisSoft skills

Required

Responsible for delivering a best-in-class experience for Roaming and International Outbound customers
Focused on driving efficiency and active roamer retention through policies, systems, processes and improvements
Empowered to prioritize and execute initiatives across relevant support groups
Owns the end-to-end customer experience for International's Outbound businesses
Developing processes, policies and new experiences that elevate the way we care for the customer
Champions and orchestrates cross-functional process transformation initiatives
Achieve roaming reliability in collaboration with teams such as Network, IT, Product, and Customer Experience Management
Drives active roamer retention by leading the development and implementation of effective win-back programs
Pursuing resolution of critical, persistent issues
Takes ownership of NPS improvement
Formulating actionable insights and initiatives through rigorous monitoring and analysis of VOCs, RCAs and KQIs
Identifies opportunities for process optimization and efficiency gains in partnership with support groups
Delivers consistent quality output across all channels and touchpoints

Company

Globe Telecom

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Globe Telecom is a provider of mobile telephony and broadband services.
dateFounded in 1935
location
Manila, Manila, PHL
people-size5001-10000 employees
web-link
http://www.globe.com.ph

Funding

Current Stage
Public Company
Total Funding
$314.79M
Key Investors
Bank of the Philippine IslandsMetrobank
2024-12-02Post Ipo Debt· $51.08M
2023-09-25Post Ipo Debt· $263.71M
1975-08-11IPO

Leadership Team

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Carl Raymond R. Cruz
President and CEO
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Anton Reynaldo Bonifacio
Chief Artificial Intelligence Officer
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Recent News

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Globe and GCash complete initial tests for silent network authentication implementation
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Company data provided by crunchbase