Sr Officer-Own Base Management TRI

PT. Indosat Tbk; Makassar; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading telecommunications company in Makassar is seeking a professional in customer retention to enhance customer value and engagement. This role involves developing retention strategies, optimizing customer lifecycle management, and leading personalized marketing initiatives. Ideal candidates will have strong experience in data-driven marketing and collaboration across teams. The position offers a unique opportunity to drive revenue growth in a competitive market.

Qualifications

• Proven experience in customer retention, lifecycle management, and churn prevention strategies.
• Strong background in data-driven marketing, customer segmentation, and personalization techniques.
• Expertise in upselling, cross-selling, and revenue optimization initiatives.

Responsibilities

• Develop and execute customer retention programs to minimize churn.
• Optimize customer lifecycle engagement to maximize value and satisfaction.
• Identify and implement targeted upsell and cross-sell initiatives.

Skills

Customer Retention Strategy

Lifecycle & Engagement Management

Upsell & Cross-Sell Optimization

Data-Driven Marketing & Segmentation

Marketing Performance Analytics

Revenue Management & Monetization

Stakeholder Management & Collaboration

Leadership & Team Development

Education

Proven experience in customer retention

Strong background in data-driven marketing

Expertise in upselling and cross-selling

Job description

Overview

Role Purpose
Own Base Management 3ID is responsible for managing customer retention, engagement, and revenue growth strategies for the existing 3ID subscriber base. This role focuses on churn prevention, lifecycle management, upselling, and cross-selling initiatives to maximize customer lifetime value (CLV) and average revenue per user (ARPU).

By leveraging data analytics, segmentation strategies, and personalized marketing initiatives, Own Base Management 3ID ensures higher customer engagement, reduced churn, and increased revenue contribution from the existing customer base. Working closely with product, sales, digital, and customer experience teams, this role plays a key part in ensuring sustainable customer base growth, loyalty, and monetization in Indonesia’s competitive telecom market.

Responsibilities

• Customer Retention & Churn Management: Develop and execute customer retention programs to minimize churn.
• Lifecycle Management & Engagement: Optimize customer lifecycle engagement to maximize value and satisfaction.
• Upsell & Cross-Sell Strategy: Identify and implement targeted upsell and cross-sell initiatives.
• Personalized Marketing & Customer Segmentation: Leverage data-driven segmentation to deliver personalized offers.
• Data Analytics & Performance Optimization: Monitor and analyze customer behavior to enhance marketing effectiveness.
• Revenue Growth & Monetization: Align revenue growth strategies with business objectives and customer needs.
• 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

• Customer Retention Rate: Measures the percentage of customers retained over a specific period.
• Churn Rate Reduction: Tracks the percentage decrease in customer attrition.
• Average Revenue Per User (ARPU): Evaluates revenue generated per user to assess monetization success.
• Upsell & Cross-Sell Conversion Rate: Measures the percentage of customers upgrading or purchasing additional services.
• Customer Engagement Index: Assesses interaction levels and satisfaction of existing customers.
• Pack User: Number of subscribers with package

Required Skills

• Customer Retention Strategy
• Lifecycle & Engagement Management
• Upsell & Cross-Sell Optimization
• Data-Driven Marketing & Segmentation
• Marketing Performance Analytics
• Revenue Management & Monetization
• Stakeholder Management & Collaboration
• Leadership & Team Development

Qualifications

• Proven experience in customer retention, lifecycle management, and churn prevention strategies.
• Strong background in data-driven marketing, customer segmentation, and personalization techniques.
• Expertise in upselling, cross-selling, and revenue optimization initiatives.
• Ability to collaborate with cross-functional teams in sales, product, and customer experience.
• Strong leadership skills in driving data-driven decision-making and marketing execution.
• Experience in performance analysis and optimizing marketing ROI.

Job Summary

• Develop and implement product strategies aimed at encouraging rebuy and enhancing customer value for Brand 3 in the circle
• Collaborate with marketing and sales teams to design and launch effective rebuy and retention campaigns
• Develop personalized offers and communication strategies to improve customer retention and value
• Collaborate with the customer service and analytics teams to leverage customer insights for CVM initiatives. Contribute to the overall revenue, ARPU, yield targets through effective rebuy and CVM strategies.
• Drive CVM penetration at trade/retail channels to enhance customer engagement and loyalty at the point of sale. Monitor competitor movements in CVM to stay ahead of market trends and adjust strategies accordingly.