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 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...