Head of Customer Acquisition & Activation

PT. Indosat Tbk; Jakarta Pusat; On-site; IDR 900,000,000 - 1,300,000,000; Full time

Job summary

PT. Indosat Tbk is seeking an AVP Head of Customer Acquisition & Fulfillment to own end-to-end order to activation for FTTH services, leading Verification & Validation and Service Delivery to ensure fraud-free onboarding and on-time installation.

The role focuses on optimizing verification accuracy, installation SLA, and CSAT, building cross-functional partnerships with Sales, Billing, Technical, Marketing, and field partners, and developing the teams through mentoring and KPI-driven leadership.

Qualifications

• Education: a bachelor's degree in business administration, telecommunications, marketing, or a related field; a master's degree or relevant certification is an advantage.
• Experience: 7-8 years in customer operations, verification/fraud prevention, or service delivery/installation, including 3+ years in a managerial role.
• Proven track record managing end-to-end lifecycle from acquisition through installation/activation in telecom/FTTH or broadband.

Responsibilities

• Lead Verification & Validation to confirm service availability and validate genuine customers prior to onboarding.
• Oversee Service Delivery including order management, installation scheduling, site prep, activation, and QA.
• Own end-to-end journey from sold order to verified, installed, activated service and monitor SLAs.
• Build reporting cadence on verification accuracy, installation SLA, activation success, and CSAT.
• Manage partnerships with field/fiber partners and contact center vendors, driving performance improvements.
• Develop and mentor teams, set KPIs, manage recruitment, performance reviews, and succession planning.

Skills

Leadership

Communication

Customer Service Expertise

Problem-Solving

Analytical Thinking

Team Management

Strategic Planning

Time Management

Conflict Resolution

Education

Bachelor's degree in business administration

Bachelor's degree in telecommunications

Bachelor's degree in marketing

Master's degree or relevant certification (advantage)

Tools

MS Office

CX/CRM software

Ticketing systems

Operational dashboards/analytics tools

Job description

PT. Indosat Tbk is seeking an AVP Head of Customer Acquisition & Fulfillment to own end-to-end order to activation for FTTH services, leading Verification & Validation and Service Delivery to ensure fraud-free onboarding and on-time installation.

The role focuses on optimizing verification accuracy, installation SLA, and CSAT, building cross-functional partnerships with Sales, Billing, Technical, Marketing, and field partners, and developing the teams through mentoring and KPI-driven leadership.