Customer Base Management Manager

Globe Telecom, Inc.; Makati; On-site; PHP 2,400,000 - 3,600,000; Full time

Job summary

Globe Telecom, Inc. is seeking a CBM Manager to grow value from the postpaid base through onboarding, engagement, retention, and monetization. You will lead data-driven programs, champion customer-centric lifecycle interventions, and collaborate with digital, channel, product, and CLM teams to maximize revenue per user.

The role focuses on strategy, program design, campaign execution, and performance tracking, with leadership responsibilities across Monetization and Retention teams.

Qualifications

• Experience in base management or lifecycle marketing.
• Ability to translate insights into customer-centric programs.
• Proven leadership and cross-functional collaboration skills.

Responsibilities

• Develop and execute base management strategies across onboarding, engagement, retention, and monetization.
• Lead programs with data-driven design aligned to customer and segment strategies.
• Coordinate lifecycle execution with digital, channel, product, and CLM teams.
• Oversee performance tracking and optimization across the base.
• Coach Revenue Growth and Retention teams.

Skills

Base management

Data-driven

Lifecycle marketing

Team leadership

Cross-functional collaboration

Campaign execution

Tools

CRM platforms

Data visualization

Job description

Job Description

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.

Focus Areas

• 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

1. Strategy Development

Leads the overall base strategy in close collaboration with the different teams. Ensures monetization and retention are integrated into a single, customer-first lifecycle approach.

2. 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.

3. Campaign Execution & Integration

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

4. 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.

5. Insight & Data Utilization

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.

6. Test & Learn Ownership

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

7. Performance Tracking & Optimization

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

8. 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.

9. Team Leadership

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

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.

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.