Customer Success & Retention Manager - Outbound
Globe Telecom, Inc., Mission, KS, United States
Customer Success & Retention Manager - Outbound page is loaded## Customer Success & Retention Manager - Outboundlocations:
20F The Globe Towertime type:
Full timeposted on:
Posted Todayjob requisition id:
R0000018677At 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**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 that will ensure seamless and reliable Outbound roaming experience. Empowered to prioritize and execute initiatives across relevant support groups.**DUTIES AND 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)**KPIs**:* Financial (Total GSR, Total NSR)* Best-in-Class Experience Worldwide and Positive NPS, Vector, VOCs* Increase operational effectiveness* Lift in Active Roamer Retention* Issue Mitigation/ Resolution Rate**TOP 3-5 DELIVERABLES:*** Achieve business goals across the board: deliver GSR growth and active roamer retention* Improve NPS* Future proof International business through process improvements* Win-Back programs**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 accessedMake 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.* #J-18808-Ljbffr
20F The Globe Towertime type:
Full timeposted on:
Posted Todayjob requisition id:
R0000018677At 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**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 that will ensure seamless and reliable Outbound roaming experience. Empowered to prioritize and execute initiatives across relevant support groups.**DUTIES AND 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)**KPIs**:* Financial (Total GSR, Total NSR)* Best-in-Class Experience Worldwide and Positive NPS, Vector, VOCs* Increase operational effectiveness* Lift in Active Roamer Retention* Issue Mitigation/ Resolution Rate**TOP 3-5 DELIVERABLES:*** Achieve business goals across the board: deliver GSR growth and active roamer retention* Improve NPS* Future proof International business through process improvements* Win-Back programs**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 accessedMake 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.* #J-18808-Ljbffr