Broadband Prepaid Base Management Head

Description

The Prepaid Base Management Head is the architect of the autonomous, transaction-driven Broadband customer base. This role is responsible for the end-to-end value of the prepaid portfolio using AI-led interventions. The mandate is to drive sustainable revenue via AI-Driven Base Growth & Retention, utilizing algorithmic Next Best Action engines to prevent dormancy, maximize ARPU, and champion an autonomous service experience across all broadband technologies.

DUTIES AND RESPONSIBILITIES:

1. AI-DRIVEN BASE GROWTH & RETENTION

• Predictive Churn & Auto Save: Deploys models that identify at-risk customers by analyzing real-time data: loading patterns, signal degradation, etc.

• Proactive Intervention: Executes automated multi-channel auto save strategies where AI agents trigger personalized offers a customer drops usage or stops loading.

• Dormancy Recovery: Uses pattern recognition to deploy bots for win-back campaigns, specifically targeting silent or unfunded ONT/Routers to trigger re-engagement.

• Postpaid Predictive Enablement: Provides the Postpaid vertical with advanced predictive churn frameworks, adapting prepaid real-time signal models to enhance Postpaid’s early-warning systems for contract renewals.

2. ALGORITHMIC ARPU OPTIMIZATION

• Next Best Action (NBA) Engines: Develops AI-powered upsell and cross-sell frameworks that suggest the ideal data promo at the exact moment of need.

• Dynamic Pricing & Laddering: Utilizes pricing bots to offer personalized data laddering and speed boosts based on individual customer consumption peaks and real-time network capacity.

• Tech-Steering Graduation: Algorithmic identification of high-value wireless users for graduation to Prepaid Fiber to improve CLV and network offloading.

• Cross-Vertical Propensity Modeling: Leads the development of cross-sell propensity models for Prepaid-to-Postpaid Graduation and vice-versa, ensuring a unified view of customer value. Also provides modeling support to Postpaid.
  

3. AUTONOMOUS LIFECYCLE MANAGEMENT

• AI-Guided Onboarding: Oversees the end-to-end journey from autonomous onboarding to conversational AI (Voice/Chat) handling loyalty rewards.

• Self-Healing Journeys: Deploys bots to automate health checks and billing corrections, ensuring a frictionless experience that reduces manual support

• Hyper-Personalized GTM: Uses ML analytics to segment the base into personas (, Gamers, WFH), automating the creation of offers that adapt to customer needs and local network performance.

• Automation Portability: Partners with Postpaid to port successful autonomous journeys into the Postpaid experience to reduce cost-to-serve.

4. P&L MANAGEMENT

• Automated Financial Oversight: Takes full accountability for the Prepaid P&L, implementing automated guardrails within the AI engine to ensure personalized discounts never breach minimum margin thresholds.

• Cannibalization Control: Monitors algorithmic offers to ensure high-value users aren't downgraded by automated discounts, protecting the overall revenue floor.

• AI-Driven Retention ROI: Provides the analytics framework to the Postpaid Head to measure the Retention ROI of AI-led saves vs. traditional interventions

5. CROSS-FUNCTIONAL LEADERSHIP

• Agile AI Squad Leadership: Leads Agile Squads across Marketing, Network, and IT to integrate bots into back-end provisioning and real-time telemetry feeds.

• Postpaid Vertical AI Support: Acts as the AI Business Partner to the Postpaid Base Management Head; provides support to automate Postpaid workflows.

• GTM Excellence: Ensures the seamless integration of commercial logic into the technical AI stack to maintain a competitive edge in the prepaid market.

• Team Leadership: Mentors and manages segment managers to ensure a cohesive, retention-first prepaid broadband strategy.

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

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