Sr. Officer-Roaming, Loyalty Retention, FWA & FTTH

Indosat; Indonesia; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading telecom company in Indonesia is seeking a Sr Officer to enhance customer loyalty and drive adoption of Broadband services. This role encompasses strategic oversight of roaming services, management of loyalty programs, and the expansion of FWA and FTTH offerings to boost customer engagement and satisfaction. Collaboration with cross-functional teams and a focus on data-driven decision-making are key aspects of this managerial position.

Qualifications

• Expertise in roaming, loyalty, and broadband business models.
• History of successful customer retention and engagement programs.
• Experience in executing loyalty and rewards strategies.

Responsibilities

• Develop and execute roaming strategies to increase usage and revenue.
• Design and manage customer loyalty programs to reduce churn.
• Expand Fixed Wireless Access and Fiber To The Home 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

Education

Bachelor's degree or equivalent

Job description

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Sr Officer-Roaming, Loyalty Retention, FWA & FTTH

Location:

ID

Level: Managerial

Employment Status: Permanent

Department: Group Marketing Sumatera

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.