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
- 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
- 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
- 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
- Campaign Effectiveness & Optimization
- Measure campaign effectiveness against business KPIs
- Conduct A/B testing for optimization
- Evaluate campaign results and recommend improvements
- 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
- Experience in Digital Channel, CRM, or Campaign Management
- Experience in data analysis and reporting
- Experience handling WhatsApp or digital engagement channels (preferred)
- Experience in campaign performance analysis
- Experience in preparing management presentations
Skills
- Data analysis (Excel / Google Sheets; SQL is a plus)
- Strong analytical thinking and problem-solving skills
- Understanding of campaign management and customer journey
- Strong communication and storytelling skills
- High attention to detail and execution excellence
