platinum relationship and Business Development ManagerGlobe Telecom

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 ROLE PROFILE: Expert for Platinum Customer Relationship Management (PRM)
Band: B
Group/ Division: Consumer Mobile Business / Emerging Strategic Businesses
Reports to: Head, Platinum Customer Experience and Channel Management
ROLE PROFILE: Expert for Platinum Customer Relationship Management (PRM)/ Busines Development Manager
Band: B
Group/ Division: Consumer Mobile Business / Emerging Strategic Businesses
Reports to: Head, Platinum Customer Experience and Channel Management
I. DUTIES & AND RESPONSIBILITIES
1. Champions and ensures the ideal customer experience through direct to customer initiatives in alignment with their Regional Customer Relationship Management Heads
2. Advocates the Globe Platinum Brand to the customers and upholds the Globe Platinum Brand Image in all their dealings with the customer
3. Manages the customer portfolio and effectively builds customer trust and relationships through, but not limited to, the following:
Ensuring that all customer inquiries and concerns are handled with efficiency, urgency and care within specified SLA
Tracking and monitoring telco behavior to be able to proactively recommend offers or products that suit the customer's needs
Updating the customer database to ensure accurate recommendation of customer rewards, perks and privileges
UPGRADE AND CROSS-SELL MANAGEMENT
1. Manages and regularly reviews individual upgrade performance and drivers of upgrade and cross-sell initiatives across:
CLV Base vs. Ecosystem
Plan Type and Mix
Upgrade Quality
2. Executes the regional customer upgrade and cross-sell plans, and makes recommendations to improve, if needed
CUSTOMER JOURNEY AND ENGAGEMENT INITIATIVES EXECUTION
1. In collaboration with the Brand and Portfolio Management team, executes key customer and business initiatives:
Customer Onboarding and Profiling
Customer Recontracting
Delinquency and Collection
Customer Recovery
Paperless Migration
Auto-debit Billing Enrollment
Plan Rightsizing and Downgrades
Etc.
2. In collaboration with the Customer Engagement Team, executes key customer and business initiatives:
Customer Perks and Privileges
Special Events and Partnerships
Etc.
II. REQUIREMENTS
LEADERSHIP COMPETENCIES
1. Customer Orientation
2. Execution Excellence
3. Learning Agility
4. Strategic Thinking
5. Entrepreneurial Mindset
KEY SKILLS EXPECTATIONS
1. Ability to systematically source out relevant information regarding current and evolving customers, competition, solutions, and marketing opportunities from various resources to develop the customer and market profile
2. Thinking expansively to understand the complexities and interdependencies of various types of information (customer, economic, trade, technology, business, competition, trends) and able to make connections between seemingly disparate ideas
3. Acumen to identify, evaluate, and draw logical conclusions from available data to create business decisions and strategies
4. Ability to project future financial and operational resources and requirements, manage and deliver profits through an effective balance of revenues and costs
5. Rigor in determining and assessing key business factors, and successfully drive value through long-term and short-term planning and implementation with the use of analytical techniques and innovative methodologies
6. Ability to simultaneously work well with and manage all necessary stakeholders, both internal and external, to be able to deliver solutions that jointly address most if not all critical agenda
7. Ability to think strategically and execute methodically
8. High attention to detail including proven ability to manage multiple, competing priorities simultaneously
9. Ability to work in a fast-paced environment where continuous innovation and bringing customer-oriented products to market is required
10. Superior communication skills, both verbal and written
11. Willingness to roll up your sleeves and do whatever is necessary, having a general manager / owner mentality
IV. KRAs and KPIs
BUSINESS RESULTS
Revenues: Brand GSR
Customer Experience: Net Promoter Score
Subscribers: Net Cumulative Subscribers and Churn Rate
CUSTOMER EXPERIENCE AND CHANNEL MANAGEMENT
Individual NPS
UPGRADE AND CROSS-SELL MANAGEMENT
Achievement of Regional Upgrade Targets
CUSTOMER JOURNEY AND ENGAGEMENT INITIATIVES EXECUTION
Timely and seamless execution
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

Cebu
Permanent
Full-time