Engagement and Portfolio Manager

Globe Telecom; Taguig; On-site; PHP 669,600 - 1,116,000; Full time

Job summary

Globe Telecom in Metro Manila is seeking a Planning & Execution Manager to drive customer loyalty initiatives and campaign execution. You will translate strategic directives into actionable plans, ensuring successful implementation by coordinating with stakeholders and managing resources effectively.

The ideal candidate will oversee project timelines and budgets while conducting performance analyses to optimize operational processes. Join Globe to be part of a dynamic team committed to delivering exceptional customer experiences.

Responsibilities

• Design campaign mechanics and pre-launch activities ensuring optimal customer experience.
• Drive collaboration and manage relationships with stakeholders to support initiatives.
• Oversee end-to-end launch of campaigns ensuring timeline, quality, and budget compliance.
• Enable operationalization of key programs through monitoring and quality checks.
• Conduct analysis of campaign performance to identify opportunities for improvement.

Skills

Business Needs Analysis

Strategy and Planning

Product/Entrepreneurial Financial Management

Relationship Management

Spiels/Content Creation

User Experience & Process Design

QA Strategy, Operations & Reporting

Job description

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 Planning & Execution Manager is responsible for translating strategic/complex loyalty building initiatives/program roadmap and prioritized backlog into actionable plans, meticulously tracking progress, identifying and mitigating risks, and optimizing operational processes within the agile framework to help grow Customer Lifetime Value (CLV). This role is critical to ensuring the seamless flow of work and successful delivery of squad initiatives, with focus on coordination, resource allocation, dependency management, and continuous improvement.

Duties & Responsibilities

• Design campaign and relevant enabling requirements – Define mechanics and pre-launch activities, ensuring an optimal customer experience across all touchpoints, and detailing the Go-to-Market (GTM) strategy, encompassing elements like communication, customer journey, channel experience, and process readiness.
• Drive collaboration among relevant stakeholders – Proactively engage and manage relationships with all relevant stakeholders to champion the squad's mandate and initiatives. This involves clear communication, gathering relevant input, securing approvals, and ensuring all necessary business, tech and enabling resources are aligned.
• Ensure seamless execution and launch within timeline, quality and budget – Oversee the end-to-end launch of campaigns and initiatives, ensuring all activities are completed within established timelines, quality standards, and allocated budgets. This entails meticulous planning, coordination, and proactive problem‑solving.
• Enable end-to-end operationalization of key programs – Set up continuous monitoring, ensure operational readiness and quality assurance checks, manage day-to-day campaign operations, and swiftly drive fixes to address experience issues, maintaining smooth service delivery and customer experience.
• Perform comprehensive analysis of campaign performance and drive continuous improvement – Evaluate key metrics, gather insights from data on the customer feedback loop, conduct deep dive analysis to proactively identify opportunities to improve campaigns/programs, e.g. streamlining and optimizing campaign design, innovating on offers/customer touches, managing change effectively to enhance efficiency, redesigning the experience to reduce points of friction, and surfacing the need for specific enablers.

Competencies

• Business Needs Analysis
• Strategy and Planning
• Product/Entrepreneurial Financial Management
• Relationship Management
• Spiels/Content Creation
• User Experience & Process Design
• QA Strategy, Operations & Reporting

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.