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Job Description

The Head of Base Management for MPO is responsible for maximizing lifetime value, retention, and loyalty of the MPO customer base. This role owns the post-activation lifecycle, including retention, expansion, care, and loyalty execution.

The Head of Base Management for MPO is accountable for maximizing the lifetime value of Globe’s MPO customer base. This role owns the post-activation customer lifecycle, including onboarding, retention, expansion, loyalty, and care-led differentiation.

The role designs and executes lifecycle management strategies that ensure MPO customers feel recognized, rewarded, and supported over time. This includes CLM programs, moments-based engagement, proactive churn prevention, expansion initiatives, and differentiated service experiences aligned with MPO value propositions.

The Head of Base Management partners closely with Care, CX, Loyalty, and Digital teams to operationalize tier-based benefits, service guarantees, and recovery journeys. The role uses data and insights to identify churn risks, growth opportunities, and experience gaps, continuously refining programs to improve tenure, CLV, and customer advocacy.

This role assumes ownership after successful activation and does not manage acquisition or GTM execution.

DUTIES AND RESPONSIBILITIES:

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

Top 5 Deliverables:

1) MPO Lifecycle and Retention Strategy
2) CLM and Journey Orchestration Playbooks
3) MPO Care and Service Differentiation Framework
4) Retention, Churn, and Expansion Dashboard
5) Loyalty and Tier Progression Programs

KPIs:

1) MPO Churn Rate vs Single-Product
2) Tenure and CLV Uplift
3) Expansion and Add-On Attach Rate
4) MPO Net Promoter Score (NPS) / Customer Engagement Score (CES)
5) Care SLA Compliance

Competencies:

1) Customer lifecycle and loyalty management
2) Customer insighting and analytics
3) Strategic thinking
4) Operational and care excellence
5) Cross-functional collaboration
 

QUALIFICATIONS:

1) At least 5 years experience in base management, CRM, or lifecycle roles
2) Strong understanding of retention economics
3) Experience running loyalty or care-led programs
4) People management experience

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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