Head of Base Management for Multi-Product Ownership

One of the Philippines leading telecommunications and digital solutions providers, serving millions of customers through a broad portfolio of connectivity, digital, and enterprise services. The organization is known for its strong focus on innovation, customer experience, and digital transformation, continuously delivering initiatives that enhance customer value, strengthen loyalty, and expand access to reliable connectivity nationwide.

• Own and drive the post-activation customer lifecycle strategy, covering onboarding, retention, loyalty, customer care, and expansion initiatives.
• Develop and execute customer lifecycle management (CLM) programs to increase customer engagement, tenure, and lifetime value.
• Lead churn prevention efforts by using customer data and insights to identify at-risk customers and implement targeted retention actions.
• Drive revenue growth through expansion programs, including additional lines, plan upgrades, and value-added services.
• Partner with loyalty teams to deliver tier-based rewards, benefits, and recognition programs for MPO customers.
• Collaborate with cross-functional teams to ensure seamless and differentiated customer experiences.
• Continuously identify customer experience gaps and growth opportunities, refining programs to improve NPS, engagement, loyalty, and overall business performance.
• Oversee service guarantees, care frameworks, and recovery journeys to improve customer satisfaction and advocacy.