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Date:  May 18, 2026

Officer-Business Growth

Location: 

ID

Level:  Supervisor
Employment Status:  Permanent
Department:  Group National Customer Success
Description: 

Role Purpose

To manage and grow the performance of CX digital channels (primarily WhatsApp) as a revenue-generating channels for HBB, with a focus on improving conversion, engagement, and customer experience. 

Area of Responsibilities

Key Activities

1.Digital Channel Performance & Growth

 
  • Own and manage WhatsApp as a key channel for payment and customer engagement 
  • Monitor key KPIs: conversion rate, revenue contribution, delivery and engagement rates 
  • Identify growth opportunities and performance gaps

2. Data Analysis & Business Insight

 

•        Analyze performance of WhatsApp Payment and campaigns 

•        Identify funnel drop-offs and root causes of issues 

  • Generate data-driven insights for performance improvement

3. Campaign Management (WhatsApp Blast & Lifecycle)
  • Manage end-to-end campaigns (billing reminders, lifecycle such as baby care, retention, etc.) 
  • Define targeting, timing, and messaging strategies 
  • Coordinate with stakeholders for campaign execution

4. Campaign Effectiveness & Optimization

 
  • Measure campaign effectiveness against business KPIs 
  • Conduct A/B testing for optimization 
  • Evaluate campaign results and recommend improvements

5. Operational Supervision & Field Insight

 

·       Supervise telesurvey activities (e.g., Semarang operations) 

·       Ensure data quality and execution meet targets 

  • Translate field insights into business recommendations

Stakeholder Reporting & Communication

·       Prepare performance reports and presentation materials for management 

·       Communicate insights in a clear, structured, and data-driven manner 

·       Collaborate with CX, Product, IT and Growth teams

 

Qualification:

Bachelor's degree (S1) in Business Administration, Communication, Information Technology, or a related field

Related Experience:

1.     Experience in Digital Channel, CRM, or Campaign Management 

2.     Experience in data analysis and reporting 

3.     Experience handling WhatsApp or digital engagement channels (preferred) 

4.     Experience in campaign performance analysis 

5.     Experience in preparing management presentations

Skills:

1.     Data analysis (Excel / Google Sheets; SQL is a plus) 

2.     Strong analytical thinking and problem-solving skills 

3.     Understanding of campaign management and customer journey 

4.     Strong communication and storytelling skills

5.     High attention to detail and execution excellence

 

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