AVP-Roaming, Loyalty Retention, FWA & FTTH

PT. Indosat Tbk; Kota Semarang; On-site; USD 25.000 - 40.000; Full time

Job summary

A leading telecom company seeks a Roaming, Loyalty Retention, FWA & FTTH expert to enhance customer loyalty and optimize services. The role involves developing retention programs, analyzing market performance, and expanding broadband adoption. A high-performing team will be built under this role to drive customer engagement and satisfaction in a competitive environment.

Qualifications

• Strong expertise in roaming, loyalty, and broadband business models.
• Proven track record in customer retention and engagement programs.
• Experience in developing and executing loyalty and rewards strategies.

Responsibilities

• Develop and execute international and regional roaming strategies.
• Manage customer loyalty and retention programs to improve engagement.
• Expand adoption of Fixed Wireless Access (FWA) services.

Skills

Roaming & International Business Strategy

Loyalty & Retention Management

FWA & Home Broadband Marketing

Customer Experience Optimization

Revenue Planning & Performance Analysis

Market & Competitive Insights

Stakeholder Management & Collaboration

Leadership & Team Development

Job description

Role Purpose:

Roaming, Loyalty Retention, FWA & FTTH is responsible for enhancing customer loyalty, optimizing roaming services, and driving the adoption of Fixed Wireless Access (FWA) and Fiber To The Home (FTTH) broadband services. This role focuses on developing customer retention programs, increasing revenue from international roaming, and expanding the penetration of home broadband services.

By leveraging data analytics, customer insights, and targeted marketing strategies, Roaming, Loyalty Retention, FWA & FTTH ensures high-value customer engagement, improved churn management, and revenue maximization. Collaborating with technology, product, sales, and customer experience teams, this role plays a key part in reducing churn, increasing broadband subscriptions, and driving customer satisfaction in Indonesia’s competitive telecom market.

Key Responsibilities:

• Roaming Strategy & Optimization: Develop and execute international and regional roaming strategies to increase usage and revenue.
• Loyalty & Retention Program Management: Design and manage customer loyalty and retention programs to improve engagement and reduce churn.
• Fixed Wireless Access (FWA) Growth: Expand the adoption of Fixed Wireless Access (FWA) services through targeted marketing efforts.
• Fiber To the Home (FTTH) Expansion: Drive the penetration of FTTH broadband services to increase home internet subscribers.
• Customer Experience Enhancement: Ensure seamless customer experience across roaming, loyalty, and broadband services.
• Revenue Performance & Market Analysis: Analyze market trends and revenue performance to refine marketing strategies.
• Cross-functional Collaboration: Collaborate with Product, Sales, and Customer Experience teams for seamless execution.
• Team Leadership & Development: Build and mentor a high-performing marketing team with a focus on innovation and agility.

Key Performance Indicators (KPIs):

• Roaming Revenue Growth – Increase in revenue from international roaming.
• Customer Retention Rate – Percentage of retained loyal customers.
• NPS (Net Promoter Score) – Customer satisfaction and loyalty score.
• Broadband Subscription Growth – Increase in home broadband users.
• Customer Experience Score – Improved satisfaction with roaming and broadband services.
• Service Uptime – Stability and reliability of broadband service.

Skills:

• Roaming & International Business Strategy
• Loyalty & Retention Management
• FWA & Home Broadband Marketing
• Customer Experience Optimization
• Revenue Planning & Performance Analysis
• Market & Competitive Insights
• Stakeholder Management & Collaboration
• Leadership & Team Development

Qualifications:

• Strong expertise in roaming, loyalty, and broadband business models.
• Proven track record in customer retention and engagement programs.
• Experience in developing and executing loyalty and rewards strategies.
• Ability to leverage analytics for customer insights and service enhancements.
• Strong collaboration skills with product and technology teams.
• Leadership in driving innovation and customer-centric initiatives.