AVP-Retail Digital Enablement & Transformation

Role Purpose:
Leads the planning, execution and adoption of digital technologies and practice across all facets of retail operations.
To integrate digital strategies and technologies into retail operations, system and processes. This integration aims to modernize retail operations, enhance the customer experience, improve operational efficiency and drive business growth.

This role drives the modernization of retail ecosystem, aiming to deliver a seamless, personalized, and engaging customer experience while significantly enhancing operational efficiency and fostering sustainable business growth.

Lead and collaborate with relevant stakeholders for the planning, launch, implementation, and execution nationwide for the SIM Custodia Project (expansion of retail services on SIM Card Replacement Services through Registered Outlets/Indosat Service Partners) and Biometric Liveness across all Indosat Customer Touchpoints (retail, physical outlets, and digital channels) in accordance with KOMDIGI programs and regulations.

Key Activities:

Retail Digital Enablement

• Define and articulate a comprehensive digital enablement planning and roadmap for the retail business, aligning with overall retail objectives.
• Map and optimize end-to-end customer journey across all retail channels.
• Identify, evaluate, propose, integrate tools, and implement digital solution (Frontend Apps, CRM, in-Store digital tools, and all retail support tools) to enhance customer interactions and service delivery.
• Partner closely with IT, Marketing, Operations, Sales, and Product Development teams to ensure integrated digital solutions and a cohesive brand experience.

Retail Experience and Transformation

• Benchmark best practices, plan cross-functional strategies and ensure alignment to customer-centric goals.
• Retail transformation roadmap execution and future-readiness of the Retail Service strategy
• Lead and collaborate with relevant stakeholders for the planning, launch, implementation, and execution of Retail service and or commercial Project.

Retail Operational Modernization 

• Analyse Retail Ops and customer feedback, conduct CX diagnostics, implement enhancements across systems and processes.
• Drive the digital transformation of core retail operations, including digital service form, inventory management, supply chain logistics, point-of-sale (POS) systems, and back-office processes, to improve efficiency, reduce costs, and enhance agility.
• Lead organizational change initiatives related to digital transformation, ensuring effective communication, training, and adoption of new tools and processes by retail staff and other stakeholders.

Service Quality Management

• Monitor service metrics, oversee system performance and ensure customer-facing teams are equipped for high performance.
• Evaluate and manage technology partners and vendors to ensure high SLA system Performance and optimal solution performance.

Job:

This Role function holds authority to drives the modernization of retail ecosystem, aiming to deliver a seamless, personalized, and engaging customer experience while significantly enhancing operational efficiency and fostering sustainable business growth.

Leads the planning, review, validate, control, and govern retail system requirements, system enhancements, migrations, deployments, and infrastructure readiness across all assisted retail channels (Gerai IM3, 3Store, Kiosk, DVM and all retail service channel).

This authority includes the mandate to:

• Ensure retail system solutions are aligned with approved retail processes, regulatory requirements, security standards, and audit controls
• Control system readiness prior to UAT, deployment, and post-implementation handover
• Monitor system performance and operational impact at the frontline
• Require corrective actions for system issues that affect service flow, AHT, productivity, or customer experience
• Delay, escalate, or recommend rollback of system deployment or enhancement if operational risk or service disruption is identified

This Role acts as the single retail control point for system-related execution to safeguard retail operational continuity, stability, and service quality.