Customer Base Management Manager

6 days ago

Taguig, Philippines Globe Telecom Full time
Overview

The CBM Manager is responsible for crafting and executing strategies to grow value from the existing postpaid base through improved onboarding, engagement, retention, and monetization. This role leads the development of targeted, insight-driven programs that sustain customer satisfaction and maximize revenue per user. Serving as the internal advocate for the postpaid base, the CBM Manager ensures that lifecycle interventions are both commercially impactful and customer-centric.

Responsibilities
  • Develop and lead base management strategies tied to lifecycle stages (onboarding, engagement, retention, monetization)
  • Translate data and insights into base-focused programs
  • Coordinate with digital, channel, product, and CLM to ensure aligned lifecycle execution
  • Oversee performance tracking and program optimization across the base
  • Direct and develop the Revenue Growth and Retention teams
  • Lead the overall base strategy in close collaboration with the different teams. Ensures monetization and retention are integrated into a single, customer-first lifecycle approach.
Program Design & Ownership

Orchestrates the design of monetization and engagement programs, ensuring they are complementary, data-driven, and aligned with customer and segment strategies. Works with internal teams to shape core journeys.

Campaign Execution & Integration

Oversees execution readiness by coordinating various teams. Ensures timing, messaging, and operational dependencies are aligned across platforms.

Lifecycle Calendar Governance

Manages an integrated lifecycle calendar (monetization, retention, engagement), ensuring business pacing and customer experience are balanced. Aligns across teams to avoid fatigue or overlaps.

Leads the insight-to-action loop. Translates customer signals into strategic base actions across tenure. Ensures team programs are built on robust, customer-centric data.

Champions test-and-learn culture across CBM programs. Aligns test design with relevant teams to ensure learnings are shared and institutionalized.

Performance Tracking & Optimization

Consolidates base performance metrics across monetization and engagement. Collaborates to share impact stories with relevant partners.

Customer Lifetime Value (CLTV) Focus

Aligns all CBM programs to CLV growth. Works with internal teams to ensure strategic contribution to long-term customer value.

Coaches Monetization and Retention Managers to work collaboratively across functions. Instills cross-functional mindset and accountability for shared outcomes.

Qualifications
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: General Business, Strategy/Planning, and Management
  • Industries: Telecommunications

Location: Taguig, National Capital Region, Philippines.

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