customer recovery head
1 week ago
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description
The Customer Recovery Head is responsible for leading the development and execution of strategies aimed at recovering at-risk non-Tier 1 customers. This role identifies and addresses key pain points, improves customer satisfaction, and drives retention and win-back efforts. The Customer Recovery Head collaborates with cross-functional teams to resolve escalations, streamline processes, ensure an exceptional customer experience, governance of agreed SLAs and KPIs, and ensure performance is consistently measured against set targets.
DUTIES AND RESPONSIBILITIES: Lead Customer Recovery Initiatives: Develop and implement strategies to recover at-risk non-Tier 1 customers, focusing on re-contracting delays, long-outstanding issues, and recurring escalations. Issue Resolution: Oversee the resolution of pain points for strategic and aggrieved accounts, ensuring timely escalation and removal of blockers to close issues efficiently. Stakeholder Collaboration: Work closely with sales, customer service, and other internal teams to identify customer concerns and ensure they are addressed through innovative solutions.
Process Improvement: Design and drive process improvements, including automation initiatives, to enhance efficiency, accuracy, and overall customer satisfaction. Data Analysis & Insights: Analyze customer feedback, account performance data, and escalations to provide actionable insights for service improvement and customer retention strategies. KPI & SLA Management: Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) related to customer recovery.
Collaborate with episode owners across B2B departments to identify areas for improvement. Customer Advocacy: Serve as a champion for customer needs within the organization, ensuring the voice of the customer is reflected in decision-making processes and long-term strategic plans. Team Leadership & Development: Manage and mentor a team of customer recovery specialists, providing guidance, coaching, and career development opportunities.
REQUIREMENTS: 7–10 years of experience in governance, business planning, risk management, and audit, preferably within the telecom or IT sectors. Proven expertise in service performance management, including metrics tracking, performance reporting, and managing dashboard tools. Advanced knowledge of industry standards and process frameworks such as ITIL, CMMI, or similar is preferred.
Demonstrated ability to identify and capitalize on opportunities, proactively assess risks and issues, evaluate their implications, develop strategic recommendations, and make sound, data-driven decisions that drive impactful business outcomes. Bachelor's degree in Business Administration, Engineering Management, Accounting, or a related field. PMP or Six Sigma certification is highly desirable.
Make Your Passion Part of
Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of
Good, explore opportunities with us. Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices.
We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie's
New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.
Purpose In everything we do, we treat people right to create a Globe of Good.
Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission
We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.
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