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 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 expansion2) Design and execute CLM and moments-based engagement programs3) Lead MPO-specific care, service guarantees, and recovery journeys4) Drive expansion initiatives (additional lines, upgrades, add-ons)5) Partner with Loyalty teams to operationalize tier-based rewards6) Use data to identify churn risk and growth opportunities7) Close feedback loops with CX, Care, and Channel teamsTop 5 Deliverables:1) MPO Lifecycle and Retention Strategy2) CLM and Journey Orchestration Playbooks3) MPO Care and Service Differentiation Framework4) Retention, Churn, and Expansion Dashboard5) Loyalty and Tier Progression ProgramsKPIs:1) MPO Churn Rate vs Single-Product2) Tenure and CLV Uplift3) Expansion and Add-On Attach Rate4) MPO Net Promoter Score (NPS) / Customer Engagement Score (CES)5) Care SLA ComplianceCompetencies:1) Customer lifecycle and loyalty management2) Customer insighting and analytics3) Strategic thinking4) Operational and care excellence5) Cross-functional collaboration QUALIFICATIONS: 1) At least 5 years experience in base management, CRM, or lifecycle roles2) Strong understanding of retention economics3) Experience running loyalty or care-led programs4) People management experienceEqual Opportunity EmployerGlobe’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 hereMake 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.