AVP-Head of Loyalty Program Management

Role Purpose:

To manage and coordinate the execution of telco loyalty programs and initiatives, ensuring alignment with strategic objectives and customer engagement goals. This role is responsible for ensuring timely delivery, operational excellence, and innovation in loyalty initiatives that drive customer retention, lifetime value, and Customer Satisfaction.

Jobs Description:

Program Execution & Coordination

• Oversee the day-to-day execution of loyalty initiatives including point mechanics, rewards operations, missions, and gamification flows.
• Manage the loyalty program roadmap and ensure timely rollout of new features, campaigns, and platform enhancements.

Project Management

• Lead project planning, resource allocation, and milestone tracking for loyalty-related development and rollout.
• Monitor program timelines, escalate risks, and ensure coordination with internal teams (Product, IT, Marketing, CVM, Legal, etc.).

Operational Oversight

• Ensure efficient loyalty operations including reward fulfillment, customer communication flows, and complaint resolution.
• Track points liability, redemption trends, and assist in compliance reporting.

Reporting & Insights

• Support performance tracking (e.g. redemptions, engagement, MAU, CSAT/NPS).
• Generate post-implementation reports, analyze and identify continuous improvement opportunities based on data and feedback.

Experience:

• Bachelor’s degree in business, marketing, Information Systems, or related field.
• 7+ years of experience in loyalty, CRM, or program/project management; experience in telco, fintech, consumer tech, banking or airlines.
• Flexible and independent, with ability to work with details
• Have a good time management skill
• Persuasive communication skills both written and spoken in Bahasa and English
• Ability to be creative operationally and strategically.
• Strong work ethics and performance driven.
• Reliable and good team player who enjoys a fast-paced environment

Skills:

• Strategic & Business Acumen: Deep understanding of loyalty mechanics, customer lifecycle journeys, tiering, rewards, gamification, and engagement levers.

• Analytical & Technical Skills: Comfortable with data, reporting, and agile delivery principles.

• Project & Program Management: Managing timelines, dependencies, and resources across tech, marketing, and ops. Ability to prioritize feature releases, campaigns, and integrations with phased planning.

• Communication & Stakeholder Management: Strong organizational, communication, and stakeholder management skills.

• Customer Experience & Innovation: Translating data into actionable improvements to the loyalty experience across channels (app, UMB, WhatsApp, etc.)

Key Responsibilities:

• End to end Program Management
  • Translate company objectives into loyalty program goals (e.g., ARPU uplift, churn reduction).
  • Develop medium- and long-term loyalty program roadmap (features, campaigns, partnerships).
  • Identify innovation opportunities (gamification, tiering, emotional loyalty, etc.).
  • Lead end-to-end execution of loyalty campaigns and platform enhancements.
  • Ensure all deliverables are on time, within budget, and aligned with business KPIs.
  • Work with PMO, IT, Product, and Vendor teams on project delivery milestones.
  • Track KPIs such as redemption rate, points liability, CSAT, NPS, MAU, and incremental revenue.
  • Conduct post-mortem analysis of campaigns and promotions.
  • Recommend iterative improvements based on real-time and historical data.
  • Map customer journeys across acquisition, engagement, and retention.
  • Translate company objectives into loyalty program goals (e.g., ARPU uplift, churn reduction).
  • Develop medium- and long-term loyalty program roadmap (features, campaigns, partnerships).
  • Identify innovation opportunities (gamification, tiering, emotional loyalty, etc.).
  • Lead end-to-end execution of loyalty campaigns and platform enhancements.
  • Ensure all deliverables are on time, within budget, and aligned with business KPIs.
  • Work with PMO, IT, Product, and Vendor teams on project delivery milestones.
  • Track KPIs such as redemption rate, points liability, CSAT, NPS, MAU, and incremental revenue.
  • Conduct post-mortem analysis of campaigns and promotions.
  • Recommend iterative improvements based on real-time and historical data.
  • Map customer journeys across acquisition, engagement, and retention

• Team Collaboration
  • Coordinate with internal teams (CVM, Marketing, Product, Legal, Finance, Tech).
  • Manage relationships with external vendors (platform providers, reward suppliers, creative agencies).
  • Support campaign design and execution in collaboration with CVM and analytics teams to drive ARPU uplift and customer lifetime value.
  • Ensure clear SLAs, escalation protocols, and vendor performance metrics.

• Strategic Thinking
  • Translate loyalty vision into actionable program plans, including feature rollouts, campaign calendars, and milestone definitions.
  • Support the development of customer-centric program frameworks, such as points logic, tier mechanics, and reward structures that align with business goals.
  • Analyze market trends, competitor programs, and customer insights to recommend enhancements and innovations within the loyalty ecosystem
  • Contribute to strategic planning workshops and assist in aligning loyalty program initiatives with broader CVM, digital, and brand strategies.
  • Collaborate with analytics and finance teams to model ROI scenarios, forecast program impact (e.g. ARPU uplift, incremental revenue), and optimize point liability management.
  • Propose loyalty use cases for group synergy or channel-specific campaigns to drive acquisition, retention, and upsell across segments.
  • Develop and maintain a medium-term loyalty roadmap, aligning with business priorities, budget cycles, and technology development timelines.