Episode Experience Manager for Prepaid Mobile

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Own and optimize end-to-end prepaid customer episodes—from SIM acquisition and activation to reload, usage, retention, and win-back. This role focuses on the high-volume, retail- and distributor-led nature of prepaid, ensuring seamless experiences across digital, assisted, and indirect channels. It translates prepaid behaviors and micro-transactions into scalable experience improvements that drive usage, retention, and value. DUTIES AND RESPONSIBILITIES: 1. End-to-End Episode Ownership Own and continuously improve core prepaid journeys: SIM purchase & activation, first-time usage, reload/top-up, promo usage, balance management, retention, and win-back—optimized for speed, simplicity, and accessibility. 2. Retail & Distribution Experience Enhance customer and seller journeys across distributors, sub-distributors, and retail outlets. Remove friction in SIM availability, activation, loading, and promo communication; standardize last-mile execution with channel teams. 3. Customer Behavior & Insights Analyze reload patterns, promo usage, churn triggers, and multi-SIM behavior. Convert insights into targeted interventions that improve activation, reload frequency, conversion, and retention. 4. Omni-Channel Optimization Ensure consistent, high-performing journeys across USSD, SMS, IVR, apps, web, and retail. Prioritize low-bandwidth, non-app experiences; improve flow-through and conversion. 5. Process & Operational Excellence Simplify and scale key processes (SIM registration, activation, load distribution, promo flows, error recovery) through standardization and automation. 6. Experimentation & Continuous Improvement Run pilots and A/B tests on promos, UX flows, and behavioral nudges. Iterate quickly using performance data and field feedback. 7. Performance & Impact Drive prepaid KPIs: activation, F7D usage, reload frequency/value, promo conversion, churn, ARPU, and LTV. Deliver actionable insights to leadership. Core Competencies • Prepaid Economics: ARPU, reload behavior, promo dependency, churn • Retail & Channel Empathy: Strong grasp of distributor/retailer realities • Data-Driven Thinking: Translate behavior into actions • Operational Problem-Solving: Simplify high-volume processes • Agile & Experimental Mindset • Stakeholder Management across sales, product, tech, and operations REQUIREMENTS: Minimum Requirements • Bachelor’s degree in Business, Marketing, Engineering, IT, or related field • 7–10 years experience, including 4–6 years in prepaid telecom, FMCG distribution, or similar • Proven track record in improving retail/distributor-led journeys • Strong analytical and KPI management skills ⸻ Preferred Experience • Prepaid mobile, load distribution, or micro-transaction businesses • USSD/SMS journeys, BSS/OSS, prepaid platforms, promo engines • Agile, product, or CX transformation environments 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 Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.