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 role entails comprehensive oversight of the customer experience lifecycle, from initial acquisition through reactivation. Responsibilities encompass meticulous management of onboarding, engagement, retention and churn. Proficient utilization of advanced data science tools is imperative to ensure seamless communication and the delivery of tailored, personalized offers at each customer stage. The role is pivotal in elevating the overall customer experience with the Platinum Brand.

DUTIES AND RESPONSIBILITIES:

-Lead design and implementation of customer journeys for enhanced satisfaction, reduced downgrades and reduced churn

-Utilize industry trends for impactful retention programs.

-Oversee business retention for longer relationships 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.

-Work closely together with the Revenue Growth Manager for a cohesive CRM campaign strategy and touches to the customer

-Responsible in updating and monitoring the dashboards for downgrade and churn

-Leads the deepdive and provides insights for the performance of downgrade and churn

-Leads migration efforts to the new portfolio

KPIs:

1. Gross Service Revenue

2. Renewals (decrease open rate from live base)

3. Retention (managed downgrades & churn) 

4. Net Promoter Score

5. Competency/Proficiency Uplift, Collab Index

TOP 3-5 DELIVERABLES:

1. CRM programs

2. Efficient product and program launches

3. Decrease Open Rate (increased renewals)

4. Downgrade & Churn reduction

5. Stakeholder Management

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.