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.