Sr. Officer Digital Growth Hack

Role Purpose

To spearhead the strategic vision and end-to-end go-to-market planning for B2C Indosat Official WhatsApp channels (IM3 and 3ID). Operating at a Sr. Officer level, this role is working under the guidance of managerial leadership to help deliver against the annual revenue target of minimum USD 5Mn. This role manages day-to-day campaign delivery and coordinates an agile execution team, ensuring GTM plans are implemented on time and in line with agreed frameworks, identifying, implementing, and optimizing tactical growth-hacking methodology that leverage AI technology and customer interactions to improve revenue conversion within our digital ecosystem.

The Sr. Officer translates GTM plans set by senior stakeholders into actionable tasks, and coordinates execution across Commercial, CVM, Product, Tech, Data, Customer Service, and external partners on operational matters. The role also supports the identification of new revenue opportunities and channel optimization initiatives, and helps track project timelines, stakeholder updates, digital transformation metrics, and CSAT performance — escalating risks and roadblocks to senior management as needed.

Minimum Requirements

Qualifications & Experience

• Education & Background: Bachelor's degree in Business, Marketing, Digital Media, or a related field. A Master's degree is preferable. Minimum of 3+ years of experience in channel management, GTM execution, or conversational messaging, ideally within telecom, e-commerce, or another digital-first business — along with proven team leadership or supervisory experience.
• Proven track record in overseeing campaign operations, ensuring launch readiness, and leading vendor coordination and negotiation.
• Familiarity with GTM execution — translating a strategy or brief into a campaign plan and rollout timeline.
• Working knowledge of CVM/CRM concepts (segmentation, targeting, campaign lifecycle).
• Intermediate level of analytical skills with the ability to interpret data and provide actionable insights.
• Intermediate level understanding of customer service principles, service design and digital communications.
• Intermediate understanding of digital funnel metrics and CSAT/NPS tracking.
• Comfortable working with data dashboards and reporting tools (Excel, Power BI, Google Data Studio, GCP or similar) to track KPIs.
• Exposure to WhatsApp Business Platform, CPaaS providers, or similar messaging/customer engagement platforms is a strong advantage..

Competencies & Execution:

• Proven ability to coordinate across multiple departments (e.g., Product, Tech, Customer Service, Commercial) without direct authority — strong stakeholder communication skills. Highly capable of delivering agile results and guiding direct reports in fast-paced environments.
• Organized and detail-oriented, with experience managing multiple concurrent timelines or campaigns.
• Strong experience in implementing and analyzing digital marketing or customer engagement campaigns.
• Ability to escalate issues clearly and proactively to senior management.
• Adaptable and comfortable in a fast-paced, digitally evolving telecom environment.
• Ample amount of experience in a digital growth, digital marketing, or customer experience role, with exposure to messaging platforms (preferably WhatsApp) and/or AI/automation technologies.
• Telecom industry experience preferred but not mandatory if strong digital/CVM background exists.
• Language Proficiency: Professional English fluency (Minimum IELTS 6.5+ or TOEFL 600+).

Key Skills & Competencies

• Commercial & GTM Leadership: Ability to translate GTM strategy into actionable execution plans, allocate work across the team, and ensure campaign delivery consistently meets revenue and lifecycle targets.
• Data Driven Decision Making: Ability to interpret team-generated SQL/BigQuery outputs and performance data to guide campaign adjustments, prioritize initiatives, and report insights upward to senior stakeholders. Analyze purchase data and user transaction history to identify opportunities for revenue growth. Extract, clean, and analyze large datasets from various sources, including channel usage data, customer demographics, and marketing data. Communicate data insights to stakeholders through clear and concise recommendations to increase user acquisition, retention, and revenue generation.
• Growth Hacking & Experimentation: Ability to design and lead rapid, data-informed experiments (A/B tests, funnel optimization, channel/message iteration) to identify scalable growth levers, and guide the team in translating test results into repeatable GTM tactics. Drives revenue initiatives, ensuring on-time delivery and high-quality results. Leads GTM strategies, negotiates partnerships, and develops Digital CX owned-revenue strategies. Evaluates current practices, recommends improvements, and drives digital CX growth in users, CSAT, and revenue. Including not limited to Official WhatsApp, VoiceBot, Chatbot, and other Self-Service channels. Scope of Work covered across IM3 and 3ID Brands
• Stakeholder & Team Management: Strong cross-functional coordination skills, with the added ability to manage stakeholder expectations, resolve conflicts, and represent the team's work to senior management.
• Accountability & Quality Oversight: Ownership of team deliverables end-to-end, with the judgment to identify risks early, unblock execution issues, and maintain delivery quality and pace across multiple concurrent initiatives.
• AI-Driven Team Enablement: Working knowledge of AI technologies or AI-driven solutions, with the ability to identify where these tools can improve team efficiency or campaign outcomes. Design and implement comprehensive strategies to acquire, engage, and retain customers through the WhatsApp platform. Identify and develop initiatives to transform digital customer service touchpoints (primarily WhatsApp) into revenue-generating channels. Lead initiatives to adopt and optimize the use of chatbots, voicebots, and other AI solutions in customer interactions on WhatsApp to enhance efficiency and create transaction opportunities.

Secondary Competencies

• Market & Commercial Judgment: Solid grounding in marketing and commercial strategy, with the ability to guide staff on market research application and validate their recommendations before escalation.
• Analytical Oversight: Ability to review and validate team analysis, ensuring statistical rigor and sound data interpretation before decisions are made or reported.
• Cross-Level Collaboration & People Management: Strong interpersonal skills extended to team coaching, performance feedback, and maintaining a customer-centric culture within the team.
• Initiative & Structured Leadership: High self-drive combined with the ability to set direction for the team, coordinate schedules and priorities, and operate with autonomy in dynamic, fast-paced settings.