Lifecycle & Loyalty Leader for Multi-Product Ownership

SupportFinity™; Metro Manila; On-site; PHP 1,500,000 - 2,200,000; Full time

Job summary

SupportFinity™ is seeking a Head of Base Management for Multi Product Ownership in Metro Manila. This role focuses on maximizing customer lifetime value and retention through effective lifecycle management strategies. Key responsibilities include developing CLM programs, driving customer loyalty initiatives, and analyzing data for growth opportunities.

The ideal candidate should possess at least 5 years of experience in base management or CRM roles, with a strong grasp of retention economics and the ability to lead cross-functional teams.

Qualifications

• At least 5 years experience in base management, CRM, or lifecycle roles.
• Strong understanding of retention economics.
• Experience running loyalty or care-led programs.
• People management experience.

Responsibilities

• Own MPO lifecycle strategy from post-activation through retention and expansion.
• Design and execute CLM and moments-based engagement programs.
• Lead MPO-specific care, service guarantees, and recovery journeys.
• Drive expansion initiatives (additional lines, upgrades, add-ons).
• Partner with Loyalty teams to operationalize tier-based rewards.
• Use data to identify churn risk and growth opportunities.
• Close feedback loops with CX, Care, and Channel teams.

Skills

Customer lifecycle and loyalty management

Customer insighting and analytics

Strategic thinking

Operational and care excellence

Cross-functional collaboration

Job description

SupportFinity™ is seeking a Head of Base Management for Multi Product Ownership in Metro Manila. This role focuses on maximizing customer lifetime value and retention through effective lifecycle management strategies. Key responsibilities include developing CLM programs, driving customer loyalty initiatives, and analyzing data for growth opportunities.

The ideal candidate should possess at least 5 years of experience in base management or CRM roles, with a strong grasp of retention economics and the ability to lead cross-functional teams.