VP-Head of High Value Acceleration

Role Purpose:

The Head of High-Value Acceleration is responsible for growing and retaining high-value customer segments, including postpaid, SME, roaming, and home broadband users. This role focuses on driving customer loyalty, increasing revenue through upsell and cross-sell strategies, and enhancing customer experience to maximize lifetime value.

By leveraging data-driven insights, customer segmentation, and targeted engagement programs, the Head of High-Value Acceleration ensures that high-value customers receive personalized offerings and superior service. Working closely with sales, product, and customer experience teams, this role plays a key part in reducing churn, improving retention, and driving sustainable revenue growth in Indonesia’s competitive telecom market.

Key Responsibilities:

• Postpaid & SME Market Growth: Develop and implement strategies to grow the postpaid and SME customer base.
• Loyalty & Retention Strategies: Design and execute loyalty programs to enhance customer retention. Increased customer retention and reduced churn.
• Cross-Sell & Upsell Optimization: Drive revenue growth by optimizing cross-sell and upsell initiatives. Revenue Growth & Monetization
• Customer Segmentation & Personalization: Use customer analytics to personalize offerings and improve engagement.
• Revenue Planning & Performance Tracking: Monitor revenue performance and align marketing efforts with business targets. Improved marketing ROI and revenue forecasting accuracy. Revenue growth rate, campaign ROI.
• Customer Experience Enhancement: Ensure seamless and enhanced customer journeys to drive satisfaction. Customer Experience & Engagement.
• 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.
• 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.

Key Performance Indicators (KPIs):

• Postpaid Customer Growth – Increase in high-value customer acquisitions.
• Retention Rate – Percentage of retained high-value customers.
• Churn Rate Reduction – Decrease in postpaid and SME customer churn.
• Average Revenue Per User (ARPU) – Growth in high-value customer spending.
• Upsell Conversion Rate – Success in upgrading customers to premium plans.
• Net Promoter Score (NPS) – Customer satisfaction and advocacy levels.

Skills:

• Postpaid & SME Market Strategy
• Loyalty & Retention Program Management
• Revenue Growth & Monetization
• Customer Data Analytics & Segmentation
• Financial & Performance Planning
• Customer Experience & Engagement
• Stakeholder Management & Collaboration
• Leadership & Team Development

Qualifications:

• Experience in postpaid and SME customer segment growth.
• Strong background in loyalty and customer retention marketing.
• Ability to leverage data for customer segmentation and personalization.
• Proven track record in cross-sell and upsell optimization.
• Expertise in driving high-value customer engagement strategies.
• Strong leadership and analytical skills.