Jabatan:  FWA Base Management Officer

Role Purpose

Improve FWA customer base health by identifying retention risks, supporting payment recovery and executing approved customer lifecycle interventions.

Scope of Work

1. Base Monitoring — Review customer cohorts, active-use trends, payment status and early churn patterns.

2. Risk Segmentation — Identify newly active, low-usage or overdue customers requiring targeted follow-up.

3. Retention Execution — Run approved outreach, rebuy and save initiatives with national base management.

4. 5G Adoption — Support customer education and usage expansion where eligible.

5. Lifecycle Requests — Coordinate renewals, relocation or device-related processes with service teams.

6. Performance Feedback — Track cohort survivability, retention results and campaign effectiveness.

Requirements

• Bachelor’s degree in Business, Marketing, Engineering, Operations or a related discipline, or equivalent relevant professional experience. Experience in customer lifecycle management, retention or telecom operations.
• Base analytics; campaign execution; customer segmentation; escalation. Strong spreadsheet, presentation and reporting literacy appropriate to the role.
• Ownership and follow-through; clear communication; collaboration across functions; analytical problem-solving; customer and commercial orientation. Leadership and decision complexity should be assessed in proportion to actual role scope.
• Understanding of Agentic AI capabilities and their practical application in customer engagement, retention strategies, campaign optimization, and operational processes.