Head of Omnichannel

PT Nusa Satu Inti Artha; Cipulir; On-site; IDR 400.000.000 - 450.000.000; Full time

Job summary

A leading electronic payment company seeks a Head of Omnichannel to lead the strategic expansion of payment solutions. The role requires a minimum of 8 years in payments and leadership experience, overseeing product development and market strategies. Ideal candidates will possess a strong understanding of payment ecosystems and demonstrated success in launching new products.

Qualifications

• 8+ years of experience in offline or omnichannel payments/merchant acquiring.
• At least 5 years in leadership roles managing P&L and cross-functional teams.
• Proven track record of launching and scaling new payment products.

Responsibilities

• Lead the strategic expansion of omnichannel payment solutions.
• Manage the business expansion budget and optimize unit economics.
• Develop and execute comprehensive go-to-market strategies.

Skills

Strategic Thinking

Leadership

Communication

Negotiation

Problem-Solving

Education

Bachelor’s or Master’s Degree in Business Administration, Finance, Technology, or related field

Job description

Job Title

Head of Omnichannel

Job Summary

The Head of Omnichannel will lead the strategic expansion of Doku's omnichannel and offline payment solutions, positioning the company as a leading acquirer for offline QR (QRIS/DuitNow) transactions. This newly created leadership role, reporting directly to the CEO, is responsible for developing and executing the 3-year omnichannel vision, managing a cross‑functional team, and driving revenue growth through innovative payment solutions targeting medium‑size modern trade and service businesses. The role encompasses both the new omnichannel initiative (offline QR/soundbox) ensuring seamless integration and synergy between both channels.

Job Responsibilities

• Develop and execute the 3-year omnichannel strategy to achieve market leadership and specific net revenue targets in offline QR acquisition (QRIS/DuitNow).
• Lead end‑to‑end product development (software/hardware) for Indonesia and Malaysia, defining a clear value proposition and differentiation (e.g., One Dashboard, same‑day settlement, lending) for target segments.
• Build, lead, and mentor a high‑performing cross‑functional team (Commercial, Product, Engineering), driving performance management and talent development.
• Manage the business expansion budget, optimize unit economics, and establish pricing strategies to ensure ROI, profitability, and a competitive cost advantage.
• Develop and manage critical partnerships for hardware distribution, POS integrations, and white‑label supply in Indonesia and Malaysia.
• Define and execute comprehensive go‑to‑market strategies for all payment solutions, driving merchant acquisition, retention, and seamless onboarding.
• Establish efficient operating models that maximize collaboration with SME, Enterprise, and HQ support teams (Finance, Legal, Operations) for seamless service delivery.
• Ensure robust risk management practices and full compliance with all Bank Indonesia and Bank Negara Malaysia regulations and reporting requirements.
• Leverage existing Doku licenses effectively while proactively managing and securing any new regulatory requirements for business operations.
• Build and maintain strategic relationships with key external stakeholders, including payment networks, POS providers, hardware suppliers, and regulatory bodies.

Job Challenge

• Balancing two distinct regulatory frameworks, market maturity levels, and merchant behaviors while ensuring consistent operational excellence and strategic alignment across both countries.
• Navigating a highly fragmented offline payment landscape dominated by banks, fintechs, and super‑app ecosystems, requiring continuous differentiation and innovation in value proposition.
• Managing simultaneous development cycles for technology platforms and physical payment devices, ensuring interoperability, reliability, and timely delivery under tight go‑to‑market schedules.

Technical Competency

• Strong understanding of offline merchant acquiring business models, unit economics, MDR structures, and channel economics.
• Understanding of financial modelling, P&L management, and business case development for new initiatives.
• Proficiency in data analytics and business intelligence tools for performance tracking, merchant analytics, and decision‑making.

Soft Competency

• Strategic Thinking: Ability to develop long‑term vision and translate into actionable roadmaps with clear milestones.
• Leadership: Proven capability to inspire, motivate, and develop diverse teams while fostering a culture of innovation and accountability.
• Entrepreneurial Mindset: Comfortable with ambiguity, willing to take calculated risks, and able to drive results in startup‑like environments within established organizations.
• Communication: Exceptional ability to present complex business cases, technical concepts, and strategic recommendations to C‑level executives, board members, and cross‑functional stakeholders.
• Negotiation: Strong commercial acumen and negotiation skills for partnership deals, vendor contracts, and business development opportunities.
• Problem‑Solving: Analytical and creative approach to addressing business challenges, competitive threats, and operational obstacles.
• Stakeholder Management: Ability to build consensus, manage expectations, and maintain strong relationships across internal and external stakeholders.
• Results Orientation: Track record of meeting and exceeding ambitious targets while maintaining focus on long‑term sustainable growth.
• Adaptability: Flexibility to pivot strategies based on market feedback, regulatory changes, and competitive dynamics.
• Cross‑Cultural Competence: Ability to work effectively across regional markets (Indonesia, Malaysia) and with diverse partner organizations.

Job Specification

• Bachelor’s Degree or Master’s Degree in Business Administration, Finance, Technology, or related field; MBA preferred.
• 8+ years of progressive experience in offline or omnichannel payments/merchant acquiring, with at least 5 years in leadership roles managing P&L and cross‑functional teams.
• Proven track record of launching and scaling new payment products or business lines from concept to market leadership.
• Deep understanding of payment ecosystems including QR payments, QRIS, merchant acquiring, POS systems, and omnichannel commerce.
• Experience managing multi‑million dollar budgets and driving revenue growth in competitive markets.
• Strong knowledge of Indonesian payment regulations and experience working with Bank Indonesia or equivalent regulatory bodies.
• Demonstrated ability to build and lead high‑performing teams across product, engineering, commercial, and marketing functions.
• Experience in B2B sales and partnership development with retailers, service providers, and technology platforms.
• Track record of successful market expansion initiatives and achieving ambitious growth targets.
• Familiarity with lending products, credit risk management, and payments‑enabled financial services is highly advantageous.

About the Company

Doku is a leading electronic payment processing company with a well‑established track record in designing, integrating, and optimizing commerce transaction systems for local and international merchants across various industries. Since its foundation in 2007, Doku has pioneered the introduction and use of non‑cash payments as part of a new lifestyle for individuals and businesses, offering a one‑stop solution for clients with advanced risk management features, PCI DSS Level 1 compliance, and licenses for e‑money and remittance operations.