Customer Success & Retention Manager - Outbound

Overview

At Globe, we deliver a best‑in‑class experience for Roaming and International Outbound customers, driving efficiency, active roamer retention, and seamless roaming reliability.

Responsibilities

• Own the end‑to‑end customer experience for International’s Outbound businesses, developing processes, policies, and new experiences that elevate customer care.
• Champion cross‑functional process transformation initiatives to achieve roaming reliability (issue resolution, customer handling, recovery) with teams such as Network, IT, Product, and Customer Experience Management.
• Lead the development and implementation of effective win‑back programs and pursue resolution of critical, persistent issues to drive active roamer retention.
• Formulate actionable insights and initiatives through rigorous monitoring and analysis of VOCs, RCAs, and KQIs to improve NPS.
• Identify opportunities for process optimization and efficiency ...