Customer Success & Retention Manager - Outbound

Job Description

Responsible for delivering a best-in-class experience for Roaming and International Outbound customers. Focused on driving efficiency and active roamer retention through policies, systems, processes and improvements that will ensure seamless and reliable Outbound roaming experience. Empowered to prioritize and execute initiatives across relevant support groups.

DUTIES AND RESPONSIBILITIES:

• Owns the end-to-end customer experience for International's Outbound businesses, developing processes, policies and new experiences that elevate the way we care for the customer
• Champions and orchestrates cross-functional process transformation initiatives to achieve roaming reliability (ie. issue resolution, customer handling and recovery) in collaboration with teams such as but not limited to Network, IT, Product, and Customer Experience Management
• Drives active roamer retention by leading the development and implementation of effective win-back programs & pursuing resolution of critical, persistent issues
• Takes ownership of NPS improvement - formulating actionable insights and initiatives through rigorous monitoring and analysis of VOCs, RCAs and KQIs
• Identifies opportunities for process optimization and efficiency gains in partnership with support groups
• Delivers consistent quality output across all channels and touchpoints (Help & Support Tools & Channels: KMS, Cascades, FAQs, FBM, IVR, Stores)

KPIs:

• Financial (Total GSR, Total NSR)
• Best-in-Class Experience Worldwide and Positive NPS, Vector, VOCs
• Increase operational effectiveness
• Lift in Active Roamer Retention
• Issue Mitigation/ Resolution Rate

TOP 3-5 DELIVERABLES:

• Achieve business goals across the board: deliver GSR growth and active roamer retention
• Improve NPS
• Future proof International business through process improvements
• Win-Back programs

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

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