Head of Customer Acquisition & Fulfillment
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Role Purpose
The Head of Customer Acquisition & Fulfillment owns the end-to-end journey of a sold order into an active FTTH service — from customer verification and validation through to installation, activation, and service delivery. This is an AVP-level role leading two functions, Verification & Validation and Service Delivery, and is accountable for ensuring genuine customer acquisition, preventing fraud/recycle-customer cases, and delivering the installation and activation experience promised at the point of sale. The role plays a critical part in protecting revenue integrity and driving FTTH's targets for interaction volume, First Call Resolution (FCR), and Customer Care CSAT, by ensuring orders are fulfilled right the first time and customers become genuine, satisfied subscribers.
Scope of Work
Customer Acquisition (Verification & Validation)
- Lead the Verification & Validation team to confirm FTTH service availability at the customer's location against coverage maps/databases and required infrastructure.
- Ensure every prospective customer is validated as a genuine customer prior to onboarding, preventing recycle-customer / fraud cases.
- Set, monitor, and continuously improve verification SLA and accuracy targets; escalate coverage or infrastructure gaps to Technology/Network partners.
Order Fulfillment & Service Delivery
- Lead the Service Delivery function across order management, installation scheduling, site preparation, installation/activation, and quality assurance (interim coverage while the dedicated Head of Service Delivery role is vacant).
- Ensure customer orders progress smoothly from sale through activation, coordinating with Sales, Billing, Technical, and Field Partner teams.
- Own installation SLA performance, activation turnaround time, and first-time-right installation quality.
End-to-End Order-to-Activation Ownership
- Act as the single point of accountability for the full journey from sold order to a genuine, verified, and successfully installed/activated service.
- Build and maintain an integrated reporting cadence covering verification accuracy, installation SLA, activation success rate, and CSAT.
- Resolve cross-functional bottlenecks between the acquisition (verification) and fulfillment (installation/activation) stages.
People Management
- Lead and develop the Verification & Validation and Service Delivery teams, setting clear KPIs and measuring performance regularly.
- Own team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, and training.
- Provide feedback through 1:1s, personal development plans, and coaching to build a strong pipeline for the future Service Delivery headcount
Partner Management
- Manage the performance and SLAs of field/fiber partners (e.g., AMT, Iforte) and the contact center partner (PT VADS) relevant to acquisition and fulfillment.
- Conduct partner performance reviews and drive corrective action plans for service or quality shortfalls.
Continuous Improvement
- Ensure the team is continuously trained and capable of maintaining high-quality customer interactions.
- Identify new tools and technologies to better verify, onboard, and serve customers.
- Continually develop process improvements and lead change projects across verification and fulfillment workflows.
- Use customer insights and analytics to identify companywide improvements and present these to Leadership
Requirement
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Qualification: |
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- Education: A bachelor's degree in business administration, telecommunications, marketing, or a related field; a master's degree or relevant certification is an advantage. - Experience: At least 7-8 years' experience in customer operations, verification/fraud prevention, or service delivery/installation, including at least 3 years in a managerial/supervisory role leading multiple teams. - Proven track record managing the end-to-end customer lifecycle from acquisition/verification through installation and activation, ideally in telecom/FTTH or broadband services. - Leadership Abilities: Strong leadership qualities, including the ability to motivate, coach, and develop teams; experience in performance evaluation and fostering a positive work culture. - Technical Proficiency: Proficiency in MS Office, CX/CRM software, ticketing systems, and operational dashboards/analytics tools. - Analytical Skills: Ability to analyze data, interpret metrics, and draw actionable insights to drive verification accuracy and installation/activation improvements. - Organizational Skills: Strong organizational and time management abilities for managing multiple priorities and delegating tasks in a fast-paced environment. - Problem-Solving Abilities: Strong problem-solving skills and the ability to make independent decisions to resolve subscriber-level and operational issues. - Adaptability: Ability to adapt to changing circumstances, adopt new technologies, and adjust strategies based on evolving business needs. - Customer Focus: Genuine commitment to delivering exceptional customer experience and meeting or exceeding customer expectations. - Skilled at working effectively across a matrix organization with Sales, Billing, Technical, and Marketing teams, and managing external field/fiber partners. |
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Related Experience: |
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- Customer Acquisition & Verification Leadership - Service Delivery / Installation Operations Management - Cross-functional Collaboration - Partner & Vendor Management - Strategic Planning and Execution - Data Analysis and Insights - Customer Experience (CX) Focus - Industry Knowledge (FTTH / Broadband) |
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Skills: |
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- Leadership - Communication - Customer Service Expertise - Problem-Solving - Analytical Thinking - Team Management - Strategic Planning - Time Management - Conflict Resolution |