Episode Experience Manager for Prepaid Mobile

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,…