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Head of Consumer Success

Head of Consumer Success

Setara NetworksSouth Jakarta, South Jakarta City, ID
30+ hari yang lalu
Jenis pekerjaan
  • Quick Apply
Uraian Tugas

We at Indepay | Setara Networks are here to revolutionize the Indonesian payment ecosystem by introducing one click checkout services in order to make transactions zero-fee, instant, and rewarding for the consumer.

On one side we’re working with financial institutes to enable real-time account to account transfers through our platform, and on the other-side we’re giving consumers a reliable and secure payment experience which is better than anything else they’ve experienced in the Indonesian ecosystem.

Where We Are Now : Series A Startup with Boundless Opportunities! 🚀

Our Vision for Payment Transformation : We’re on a mission to disrupt the traditional online payment landscape. By pioneering a faster, safer, and incredibly simple payment solution, we're challenging the status quo of virtual account payments and setting a new standard for seamless transactions, enabling payment in just 20 seconds powered by open banking regulatory framework.

Strategic Partnership with Top Brands : As we build a new category in one-click fast payments, you'll have the opportunity to work alongside industry leaders, partnering with top-tier D2C brands ranging from telco providers, banks, FnB, and OTT to create a network that redefines the future of online payments.

Your Opportunity to Innovate : If you're passionate about innovation and eager to make a significant impact, this is your chance to be part of something truly transformative and create value.

We are looking for a seasoned B2C Customer Success professional for this position, preferably in payments / B2C ecommerce / etc domains. The ideal talent must be well versed in driving strategies for onboarding, retention, growth, and loyalty, leading to an un-paralleled consumer experience. The candidate should have handled a large customer base (e.g. 1m+) using technology to manage customer touchpoints, used automation for meeting the strategic goals, and enabled a digital experience to customers that stays ahead of the curve.

Join a multicultural team at the epicenter of transforming Indonesia's future payment industry. Seize this rare opportunity to be a game changer in an environment that thrives on innovation and collaboration. Don't miss out on the chance to be part of a live, dynamic company ready to soar to new heights in the coming year.

Ready to simplify and revolutionize transactions? Apply now and let's embark on this exciting journey to reshape the world of payments together! 🚀💳#IndepaySetaraJourney #PaymentsInnovation

What your current role should be like?

  • You have a minimum of 8+ years of experience in leading B2C customer success teams, ideally managing a consumer base of 1 million+ users, preferably in payments, e-commerce, or related industries.
  • Demonstrated ability to leverage technology and automation to improve customer journey touchpoints, optimize retention, and ensure a superior digital experience.
  • Experience working with advanced engagement tools such as Google Optimize, Salesforce Interaction Studio, and other automation platforms to analyze consumer behavior and drive strategic growth initiatives.
  • Proven success in utilizing data-driven insights and customer feedback to inform strategic campaigns and lead consumer intelligence efforts that result in measurable business outcomes.
  • Strong collaboration skills, working across departments to align customer success goals with broader business objectives while maintaining a seamless digital consumer experience.

What will you do?

  • Define vision and roadmap for consumer interface to the business.
  • Interface with other BU leaders to formulate immediate / short / medium / long term plans, and assist in their digital go to market roadmap and tie it into the experience on the customer platform.
  • Own & coordinate the Consumer experience, design, and tools.
  • Ensure the various org-wide initiatives align to the vision.
  • Create and own the deployment roadmaps.
  • Build analytics to further understand consumer behavior.
  • Ownership of customer journey, make design decisions at product, team, and journey levels.
  • Lead the customer intelligence / insight team.
  • Evaluate, review, and adjust performance in real-time and provide analysis to validate success.
  • Be on top of emerging digital trends, practices influencing “online” consumer behavior and experience.
  • Identify new and emerging digital mediums that help cultivate opportunities for retention and acquisition.
  • Develop a test and learn framework by analyzing a variety of data-centric resources and associated online behaviors to inform campaigns while applying best practices to grow audience penetration.
  • Strategize and support campaigns to realize high conversion leads and real-time optimizations with tightly connected KPIs to business results.

    • Requirements

    What do you have?

  • B. Tech / M. Tech / MCA / MBA from a premier institute with 8+ years of relevant experience.
  • 2+ years exp. as lead in managing customer success for large scale customer facing apps / portals. Additional experience / understanding of call center ops, analytics and technology in the space are appreciated.
  • Strong understanding of both consumer and business targeting and full funnel penetration (B2C and B2B).
  • Strong collaboration, follow up and leadership skills, with ability to manage influence through persuasion, negotiation, and consensus building.
  • Expert level competency in research on best in class web / online / app experiences.
  • Strong ability and experience to interpret digital performance and making recommendations based on data.
  • Hands on experience of engagement tools like Google Optimize and Salesforce Interaction Studio.
  • Experience with Google Suite, Salesforce and Marketing Automation tools like Marketing Cloud.
  • Ability to think analytically and creatively with a proven track record of using insights to drive performance.
  • Strong focus on results, using NPS / CSAT / other metrics to drive improvements in CX.
  • Prior experience managing and optimizing CMS deployments.
  • Prior experience in distribution channel based networks.
  • Successful delivery of sales and operational excellence projects is appreciated.
  • Ability to work in a dynamic and fast paced environment.

    • How do you do it?

  • You thrive in a dynamic and fast paced environment.
  • You deliver on your commitments without fail.
  • You have an analytical and data-driven approach in day-to-day work.
  • You are always energetic and work well under pressure.
  • You are affable and know your way around the organization.
  • You have excellent communication skills and have the ability to impact and influence.
  • You have an unparalleled attitude and determination to succeed against all odds.
  • You can multi-task and have excellent time management and prioritisation skills.
  • You are a strategic thinker who understands business opportunities to create a competitive advantage.
  • You have excellent problem solving and analytical skills, and can think outside the box to proactively provide the right solution.
  • You have a keen eye for detail.
  • You stay positive and bring out the best in a team.
  • You are independent, self-motivated and a fast learner.
  • Patience and perseverance are your key attributes.

    • Benefits

    What do we offer?

    You will be working alongside other passionate and talented people in a beautiful, spacious and well lighted office with all the perks and flexibility of a coveted technology product company. Besides, you will have a sense of purpose and excitement as we offer :

  • An opportunity to make a positive impact on the world by providing basic financial services to unbanked and underbanked people worldwide.
  • An opportunity to define and develop a product for the global market.
  • An opportunity to be part of the core team who will build a global company and define its culture and processes.
  • An opportunity to move horizontally or vertically across geographies through multiple career paths.
  • An opportunity to work at the frontier of modern banking solutions technology.

    • Of course, we do have competitive salaries, long term incentives and many other generous benefits. We promote entrepreneurship culture and look forward to a budding ground for future entrepreneurs.

    Buat peringatan pekerjaan untuk pencarian ini

    Head Of • South Jakarta, South Jakarta City, ID