2022 Area Relationship Lead (Rolling Intake)

About Globe

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. They provide cellular, broadband, and mobile data services by focusing on enriching their content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. They want to enrich lives through communications by simplifying technology so that they bring customers closer to what matters most.

Your role

Develops in-depth knowledge of client portfolios; regularly engages with clients. Conducts quarterly/annual client performance reviews in conjunction with the Financial Advisor. Coordinates and conducts meetings for high-net-worth clients. Analyzes and evaluates client needs, and provides recommendations along with potential strategies for further enhancing client relationships. Evaluates client queries and other significant matters and develops strategic responses as needed and on own judgment. Delegate administrative and operational duties of the business to support staff. Partners with the Financial Advisor to assess and evaluate client needs and to create further client development opportunities; prepares recommendations for client development opportunities.

DUTIES & AND RESPONSIBILITIES

CUSTOMER RELATIONSHIP MANAGEMENT

Overall management and strategy owner of Globe Platinum’s customer relationship management for the region, ensuring that the entire customer journey of our subscribers across key touchpoints for the region is delightful and seamless. Manages and orchestrates Regional Experience Reviews and Deep-dives (dashboards, brand review, and quarterly business review) In collaboration with the Channel Experience Manager, leads insights-generation and trends spotting for Platinum customer experience and relationship management across the different channels in the region (i.e. on top of end-consumer, insights to include how front liners and touchpoints need to adjust to deliver the ideal customer experience) Oversees the translation of insights to actual customer experience and champions the ideal customer experience across all customer-facing channels in the region (e.g. Relationship Managers, Hotline, Thea, etc.) in collaboration with the Channel Experience Manager, Customer Journey Management team, Customer Engagement, and Acquisitions team, CMX, Channel Management Group, etc. Manages communication with the different Platinum channels in the region to ensure alignment of customer experience Recommends innovations in experience driven by process efficiencies, customer policies, and internal systems that are strong aids to building experience.

UPGRADE AND CROSS-SELL MANAGEMENT

Leads, manages, and regularly reviews regional upgrade performance and drivers of upgrade and cross-sell initiatives across: Channels: Stores, PRMs CLV Base vs. Ecosystem Plan Type, and Mix Upgrade Quality

Oversees the execution of the regional customer upgrade and cross-sell plans, inclusive developing targets, strategies, and plans for each channel

Leads and orchestrates regional upgrade and cross-sell initiatives reviews and deep-dives by channel (dashboards, brand reviews, etc.)

CUSTOMER JOURNEY AND ENGAGEMENT INITIATIVES EXECUTION

elaboration with the Brand and Portfolio Management team oversees and manages the execution of key customer and business initiatives through Platinum Relationship Managers for the region including, but not limited to: Customer Onboarding and Profiling Customer Recontracting Delinquency and Collection Customer Recovery Paperless Migration Auto-debit Billing Enrollment Plan Rightsizing and Downgrades Etc.

In collaboration with the Customer Engagement Team, oversees and manages the communication of key customer and business initiatives through Platinum Relationship Managers for the region including, but not limited to:

Customer Perks and Privileges Special Events and Partnerships

Training, development & rotations

Globe has invested more than P63 million in the learning and development of its over 8,000 employees through Globe University. Of the total Learning & Development budget, the company invested approximately P8.3 million in Newton, an online learning platform that provides employees access to a wide range of eCourses which they may take at their own pace and time to support their professional development.

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Compensation & benefits

Workers are entitled to the following rights:

• Equal work opportunities for all
• Security of tenure
• Specified work days and work hours
• Weekly rest day
• Safe working conditions
• Rightful wage and payment of wages
• Self-organization and collective bargaining
• Compensation benefits for work-related contingencies

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Career progression

Globe University, the company’s training arm, focuses on creating and providing collaborative and diverse learning experiences to enhance the capabilities of all Ka-Globe. Learning and development programs help upskill the workforce. Well-equipped and happy employees make for better customer service, aside from boosting their overall performance while working remotely. 

Work-life balance

Increased productivity while achieving common goals, trust and respect among co-workers, furthering one’s career with strong support in the workplace, developing long-lasting relationships, and, more importantly, a healthy work-life balance is positive results of having a good relationship with co-workers.

Managing boundaries is the key to ensuring that they do not leverage relationships unfairly or create an environment of favoritism. They also emphasized the need to treat each team member with equal care, consideration, and respect. Whenever possible, it is important to include other people in work projects to further diversify their knowledge and perspectives. Importantly, they must be able to say NO even to their work friends to develop a culture of trust in respect. 

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Company culture

For a decade now, Globe has adopted a very customer-centric culture where the customers serve as a beacon for everything the company does.  This focus on the customer is key to the success of Globe over the years.

Keeping customers happy also translates to satisfied shareholders and motivated employees. This in essence is the principle behind Globe's Circle of Happiness that resides at the core of the company's culture. 

How to apply

To apply for this position, simply click the “Apply” button on this page

Source/s:

• globe.com.ph
• ph.indeed.com