Head of Consumer Success

1 week ago

Jakarta, Indonesia Setara Networks Full time

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.

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.

**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.
- 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.
- St

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