Date: Aug 8, 2025
AVP-Roaming, Loyalty, Retention, FWA & FTTH
Location:
ID
Level: Managerial
Employment Status: Permanent
Department: Group Marketing Kalisumapa
Description:
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 (Sequential Workflow with KPIs, Skills, and Proficiency)
Workflow
Key Responsibilities
Key Result Areas
Key Performance Indicators
Skill
Proficiency
Roaming Strategy & Optimization
Develop and execute international and regional roaming strategies to increase usage and revenue.
Increased roaming usage and revenue.
Roaming revenue growth, customer adoption rate.
Roaming & International Business Strategy
Expert
Loyalty & Retention Program Management
Design and manage customer loyalty and retention programs to improve engagement and reduce churn.
Higher customer retention and reduced churn.
Retention rate, Net Promoter Score (NPS).
Loyalty & Retention Management
Expert
Fixed Wireless Access (FWA) Growth
Expand the adoption of Fixed Wireless Access (FWA) services through targeted marketing efforts.
Growth in FWA customer base and revenue.
FWA subscription growth, customer lifetime value (CLV).
FWA & Home Broadband Marketing
Advanced
Fiber To The Home (FTTH) Expansion
Drive the penetration of FTTH broadband services to increase home internet subscribers.
Expansion of FTTH broadband subscribers.
FTTH new activations, market share growth.
Customer Experience Optimization
Advanced
Customer Experience Enhancement
Ensure seamless customer experience across roaming, loyalty, and broadband services.
Enhanced customer experience and satisfaction.
Customer satisfaction index, service uptime.
Revenue Planning & Performance Analysis
Advanced
Revenue Performance & Market Analysis
Analyze market trends and revenue performance to refine marketing strategies.
Data-driven decision-making for strategic growth.
Revenue growth rate, competitive benchmarking.
Market & Competitive Insights
Advanced
Cross-functional Collaboration
Collaborate with Product, Sales, and Customer Experience teams for seamless execution.
Seamless customer journey and experience improvements.
Cross-functional project success rate, time-to-market for campaigns.
Stakeholder Management & Collaboration
Advanced
Team Leadership & Development
Build and mentor a high-performing marketing team with a focus on innovation and agility.
High team engagement, retention, and marketing innovation.
Employee satisfaction, team productivity, innovation initiatives.
Leadership & Team Development
Expert
Key Performance Indicators (KPIs) Summary
1. Roaming Revenue Growth – Increase in revenue from international roaming.
2. Customer Retention Rate – Percentage of retained loyal customers.
3. NPS (Net Promoter Score) – Customer satisfaction and loyalty score.
4. Broadband Subscription Growth – Increase in home broadband users.
5. Customer Experience Score – Improved satisfaction with roaming and broadband services.
6. Service Uptime – Stability and reliability of broadband service.
Qualifications
1. Strong expertise in roaming, loyalty, and broadband business models.
2. Proven track record in customer retention and engagement programs.
3. Experience in developing and executing loyalty and rewards strategies.
4. Ability to leverage analytics for customer insights and service enhancements.
5. Strong collaboration skills with product and technology teams.
6. Leadership in driving innovation and customer-centric initiatives.