Platinum Relationship Manager

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

Identifies, prioritizes and develops relationship strategy for high-value retention, expansion clients and acquisition targets. Delivers knowledgeable advice and solutions, institutionalizes client relationships, and optimizes revenue opportunities to the Company. Isolates current and emerging client needs and proactively introduces solutions. Works with relevant business partners in team-based portfolio development and expertise delivery. Plans and executes quality client/prospect calls. Manages transaction processes from initial engagement through final close, including structure, pricing, internal approval / compliance processes and documentation

The Platinum Relationship Manager (PRM) delivers personalized, high-touch service to high-value clients, managing their Globe mobile, broadband, GCash, and related services. Focused on strengthening relationships, exceeding expectations, and driving loyalty, PRMs provide tailored solutions, exclusive offers, and proactive support. They balance premium client servicing with revenue growth initiatives, ensuring both customer satisfaction and portfolio expansion.

1. Personalized Client Service & Relationship Management

2. Serve as the dedicated account manager for high-value Platinum clients, ensuring they receive exclusive, priority service.

3. Develop deep client relationships, understanding their needs, preferences, and evolving requirements across mobile, broadband, and financial services.
4. Provide personalized service recommendations, ensuring clients maximize the value of their Globe Platinum services.
5. Deliver white-glove customer servicing, anticipating client needs before issues arise.

6. Maintain regular, proactive client engagement via calls, digital channels, and face-to-face interactions.

7. Premium Service Delivery

8. Ensure that all customer inquiries, service requests, and technical issues are handled with urgency and accuracy.

9. Coordinate with internal teams to resolve escalations swiftly, ensuring seamless service activation, provisioning, and issue resolution.
10. Act as a single point of contact for VIP clients, ensuring a hassle-free experience across all Globe services.
11. Deliver proactive service notifications, such as network upgrades, exclusive perks, and account status updates.

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1. Customer Loyalty, Retention & Satisfaction

2. Develop and execute VIP engagement programs to ensure high-value clients feel valued and prioritized.

3. Implement churn prevention strategies, identifying and addressing potential dissatisfaction points before they escalate.
4. Ensure Net Promoter Score (NPS) and Customer Satisfaction (CSAT) targets are met, taking proactive steps to enhance the Platinum experience.
5. Provide early renewal and contract extension incentives, ensuring continued Platinum membership.

6. Identify opportunities for personalized loyalty rewards, exclusive gifts, and experience-based perks.

7. Revenue Growth, Upsell & Cross-Sell Execution

8. Identify upsell and cross-sell opportunities, ensuring clients upgrade to the latest premium services, devices, and value-added plans.

9. Offer tailored solutions for bundling Globe mobile, broadband, and digital financial services (GCash, fintech, and partner collaborations).
10. Ensure clients are informed about premium offerings, exclusive content, and limited-time promotions.
11. Monitor client spending behaviors and service usage patterns, recommending upgrades based on data-driven insights.

12. Achieve assigned revenue targets by driving incremental ARPU (Average Revenue Per User) growth within the assigned client portfolio.

13. High-Touch Client Engagement & Exclusive Experiences

14. Plan and execute VIP events, private previews, and bespoke client engagement activities for high-value customers.

15. Facilitate introductions to exclusive partnerships, co-branded offers, and luxury brand experiences.

16. Ensure Platinum clients receive priority access to Globe innovations, new product launches, and experiential campaigns.

17. Portfolio Growth, Account Expansion & Business Development

18. Expand the Platinum client portfolio, ensuring acquisition of new high-value customers through referrals and strategic targeting.

19. Partner with wealth management, real estate, and premium lifestyle brands to create tailored Platinum client solutions.
20. Monitor and analyze customer portfolio performance, tracking revenue contributions, retention rates, and upgrade patterns.
21. Provide business reviews to leadership, summarizing client insights, revenue performance, and opportunities for growth.

Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

here

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.