Customer Lifecycle and Campaigns Enablement Head

Globe Telecom

Philippines
Permanent
Full-time

28 days 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 Design customer experiences that drive product adoption and delight customers at scale. Champion for customer needs and an orchestrator of integrated, digital-first, multi-channel campaigns for a single stage of the customer lifecycle. Ensure Globe's customers are enabled with self-service resources, tools, and guided journeys that improve their product and service utilization. Interact with all levels of the organization, from the strategy and planning phase through to communicating results and learnings from lifecycle campaigns. Working in close alignment with field teams, product teams, service and support teams, analytics, and campaign orchestrators, this role will contribute to the organization's customer adoption and retention goals.LIFECYCLE MANAGEMENT
-Lead design and implementation of customer journeys for enhanced satisfaction, reduced churn, and increased spending.
-Monitor and optimize revenue across Platinum's channels, developing tailored programs.
-Collaborate with Brand Portfolio and Monetization Manager for direct customer communication and spending initiatives.
-Utilize industry trends for impactful retention programs.
-Oversee business retention for longer relationships, increased sales, and digital adoption.
-Communicate valuable customer insights to reinforce Platinum's value proposition.
-Shape and execute the service roadmap for a superior customer experience.
-Use data and predictive analytics to anticipate customer behavior, contributing to strategic decision-making.BRAND AND CHANNEL MARKETING
-Guides content and creative development, ensuring alignment with brand, marketing, product, and channel requirements.
-Lead the creation and execution of Always-On content for Platinum Brand products and campaigns, ensuring relevance across all channels,
including in-store displays, digital platforms, and other available channels.-Analyze market trends, customer preferences, and competitor activities to identify opportunities for enhancing merchandise. Collaborate with
stakeholders during channel meetings to gather insights for continuous improvement of Go-to-Market (GTM) strategies and drive the brand’s
agenda.
-Manage requests for co-branded marketing materials with partners, ensuring effective collaboration and brand representation.
-Craft a narrative that ensures consistency in language and branding across products and channels.TALENT BUILDING
-Develops a comprehensive training plan to enhance and refine skills based on individual baseline performances, fostering continuous
improvement within the team.
-Executes performance management activities, aligning goals and behaviors with Globe’s Leadership Competencies (LCs) and Leadership
Attributes (LAs) to drive excellence.
-Formulates a robust succession plan for the team, strategically ensuring seamless business continuity and execution through proactive talent
development initiativeMake 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

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