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 Product Adoption Manager is responsible for ensuring that customers successfully adopt and engage with new experiences deployed by the Experience Leads. This role focuses on designing and implementing strategies that drive awareness, education, and behavioral change among customers, ensuring seamless transitions to enhanced digital and service experiences.
By leveraging customer insights, targeted communication, and proactive onboarding initiatives, the Product Adoption Manager accelerates adoption, reduces friction, and enhances customer satisfaction with newly deployed experiences. This role works closely with marketing, customer support, digital, and operations teams to develop customer-centric adoption programs that drive long-term engagement.

DUTIES AND RESPONSIBILITIES:

Drive Customer Adoption of New Experiences – Develop and implement targeted strategies to increase awareness, engagement, and utilization of new customer experiences.

Customer Education & Awareness Campaigns – Lead initiatives that inform customers about new experiences, ensuring they understand the benefits and how to use them effectively.

Onboarding & Transition Planning – Design structured onboarding programs that help customers seamlessly adapt to new features, products, or service enhancements.

Monitor Adoption Metrics & Customer Behavior – Track customer engagement and usage patterns, identifying areas where adoption can be improved.

Collaborate with Marketing & Customer Support – Work with internal teams to ensure a consistent and customer-friendly adoption experience across all touchpoints.

Customer Feedback & Continuous Optimization – Gather insights from customer interactions to refine adoption strategies and improve user experience.

KPIs

Adoption Rates

Net Promoter Scores / Customer Satisfaction Scores 

Support Inquiry Reduction for New Experiences

Customer Awareness & Engagement Metrics

Top 3-5 Deliverables

Enable Self-Service & Proactive Support – Develop digital-first initiatives, FAQs, and tutorial content to help customers transition with minimal need for assisted support.

Customer Adoption & Engagement Strategy – A structured plan to drive awareness, ease of transition, and long-term adoption of new experiences.

Customer Communication & Onboarding Campaigns – Messaging, tutorials, FAQs, and interactive guides to support customer understanding and engagement.

Adoption Analytics & Performance Reports – Regular tracking of customer usage, drop-off points, and engagement trends.

Digital Self-Service & Support Enablement – Initiatives that encourage self-sufficiency and reduce reliance on customer service for new experiences.

Post-Launch Customer Sentiment & Feedback Loop – Continuous analysis of customer sentiment and refinement of adoption efforts based on insights.

Competencies

Customer Adoption & Engagement Strategy

Behavioral Insights & Data-Driven Optimization

Proactive Problem-Solving & Innovation

Agility & Continuous Improvement

Requirements

Business Background

Technical Background

Process Background

Customer know-how

HIRING REQUIREMENTS:

Minimum 5 years work experience in demand or capacity management, platforms, or service governance

Work experience in a telco company is preferred; with working knowledge of telco fundamentals

Graduate of Statistics, Computer Science, IT, or other related courses

Expert knowledge in financial valuation and business case development

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.