Customer Base Management Manager

Globe Telecom; Taguig; On-site; PHP 1,842,751 - 3,071,253; Full time

Job summary

Globe Telecom is looking for a CBM Manager to strategize and implement initiatives aimed at maximizing customer value from the postpaid base. The role involves leading performance optimization efforts and ensuring a customer-centric approach in all lifecycle interventions. The ideal candidate should have experience in base management, strong analytical capabilities, and proven leadership in cross-functional teams. Join Globe in creating impactful programs that drive engagement and retention.

Qualifications

• Proven experience in base management strategies and lifecycle execution.
• Strong analytical skills to translate data into actionable insights.
• Leadership experience in managing teams towards shared goals.

Responsibilities

• Craft and execute strategies for optimizing customer engagement and retention.
• Lead the development of insight-driven programs for revenue maximization.
• Oversee the performance tracking and program optimization across customer segments.
• Manage a collaborative culture within the Monetization and Retention teams.

Skills

Data-driven program design

Customer lifecycle management

Performance tracking and optimization

Cross-functional collaboration

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

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.

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.

Campaign Execution & Integration

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

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.

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.

Test & Learn Ownership

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

Performance Tracking & Optimization

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

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.

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.