Head of Customer Acquisition & Fulfillment

Indosat

Indonesia

On-site

IDR 400,000,000 - 700,000,000

Full time

14 days+

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Job summary

Indosat is seeking a senior leader to own the end-to-end journey from sold order to activated FTTH service. This AVP-level role oversees Verification & Validation and Service Delivery, driving fraud prevention, SLA adherence, and a high-quality installation experience.

You will lead two teams, set KPIs, manage partner performance, and report on verification accuracy, activation success, and CSAT. Strong leadership and telecom operations experience are essential.

Qualifications

Bachelor's degree in business administration, telecommunications, or related field.
7-8 years in customer operations, verification or service delivery.
3+ years in managerial role leading multiple teams.
Proven end-to-end customer lifecycle management in telecom/FTTH/broadband.
Strong leadership, coaching, and people development.
Proficiency with MS Office, CX/CRM, ticketing systems, analytics dashboards.
Analytical thinker with data-driven decision making.
Ability to work across matrix organization with Sales, Billing, Technical, and Marketing.

Responsibilities

Lead Verification & Validation to ensure genuine onboarding and prevent fraud.
Oversee Service Delivery from order management to installation and activation with SLA targets.
Own end-to-end order-to-activation journey and reporting cadence.
Manage field/fiber partners and contact center partner performance.
Drive continuous improvement using customer insights and analytics.
Develop KPIs, recruitment, and coaching for teams.
Collaborate with Sales, Billing, Technical, and Marketing to ensure smooth handoffs.

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 / telecommunications / marketing or related field

Tools

MS Office

CX/CRM software

Ticketing systems

Operational dashboards/analytics tools

Job description

Head of Customer Acquisition & Fulfillment

Description:

Role Purpose

The Head of Customer Acquisition & Fulfillment owns the end-to-end journey of a sold order into an active FTTH service — from customer verification and validation through to installation, activation, and service delivery. This is an AVP-level role leading two functions, Verification & Validation and Service Delivery, and is accountable for ensuring genuine customer acquisition, preventing fraud/recycle-customer cases, and delivering the installation and activation experience promised at the point of sale. The role plays a critical part in protecting revenue integrity and driving FTTH's targets for interaction volume, First Call Resolution (FCR), and Customer Care CSAT, by ensuring orders are fulfilled right the first time and customers become genuine, satisfied subscribers.

Scope of Work

Customer Acquisition (Verification & Validation)

Lead the Verification & Validation team to confirm FTTH service availability at the customer’s location against coverage maps/databases and required infrastructure.
Ensure every prospective customer is validated as a genuine customer prior to onboarding, preventing recycle-customer / fraud cases.
Set, monitor, and continuously improve verification SLA and accuracy targets; escape coverage or infrastructure gaps to Technology/Network partners.

Order Fulfillment & Service Delivery

Lead the Service Delivery function across order management, installation scheduling, site preparation, installation/activation, and quality assurance (interim coverage while the dedicated Head of Service Delivery role is vacant).
Ensure customer orders progress smoothly from sale through activation, coordinating with Sales, Billing, Technical, and Field Partner teams.
Own installation SLA performance, activation turnaround time, and first-time-right installation quality.

End-to-End Order-to-Activation Ownership

Act as the single point of accountability for the full journey from sold order to a genuine, verified, and successfully installed/activated service.
Build and maintain an integrated reporting cadence covering verification accuracy, installation SLA, activation success rate, and CSAT.
Resolve cross-functional bottlenecks between the acquisition (verification) and fulfillment (installation/activation) stages.

People Management

Lead and develop the Verification & Validation and Service Delivery teams, setting clear KPIs and measuring performance regularly.
Own team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, and training.
Provide feedback through 1:1s, personal development plans, and coaching to build a strong pipeline for the future Service Delivery headcount

Partner Management

Manage the performance and SLAs of field/fiber partners (e.g., AMT, Iforte) and the contact center partner (PT VADS) relevant to acquisition and fulfillment.
Conduct partner performance reviews and drive corrective action plans for service or quality shortfalls.

Continuous Improvement

Ensure the team is continuously trained and capable of maintaining high-quality customer interactions.
Identify new tools and technologies to better verify, onboard, and serve customers.
Continually develop process improvements and lead change projects across verification and fulfillment workflows.
Use customer insights and analytics to identify companywide improvements and present these to Leadership

Requirement

Qualification

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: At least 7-8 years' experience in customer operations, verification/fraud prevention, or service delivery/installation, including at least 3 years in a managerial/supervisory role leading multiple teams.
Proven track record managing the end-to-end customer lifecycle from acquisition/verification through installation and activation, ideally in telecom/FTTH or broadband services.
Leadership Abilities: Strong leadership qualities, including the ability to motivate, coach, and develop teams; experience in performance evaluation and fostering a positive work culture.
Technical Proficiency: Proficiency in MS Office, CX/CRM software, ticketing systems, and operational dashboards/analytics tools.
Analytical Skills: Ability to analyze data, interpret metrics, and draw actionable insights to drive verification accuracy and installation/activation improvements.
Organizational Skills: Strong organizational and time management abilities for managing multiple priorities and delegating tasks in a fast-paced environment.
Problem-Solving Abilities: Strong problem-solving skills and the ability to make independent decisions to resolve subscriber-level and operational issues.
Adaptability: Ability to adapt to changing circumstances, adopt new technologies, and adjust strategies based on evolving business needs.
Customer Focus: Genuine commitment to delivering exceptional customer experience and meeting or exceeding customer expectations.
Skilled at working effectively across a matrix organization with Sales, Billing, Technical, and Marketing teams, and managing external field/fiber partners.