Head Of Customer Loyalty

Job Description

About the Role

They say no man is an island - a notion that holds particularly true for this role. As Head of Strategy & Planning (Loyalty), this role is responsible for defining the strategy and driving growth of our customer base through our loyalty program. You will be held accountable for key customer metrics across the platform including retention, cross-selling, and others. You will lead budgeting exercises and build forecast financial models to ensure a sustainable program for Gojek in the long-term. You will be leading the Loyalty Strategy & Planning Team and closely with Partnerships, Marketing, and Product.

What You Will Do

• Define, iterate, and drive loyalty strategy (engaging & customer retention) to meet customer performance targets across engagement and platform metrics
• Take responsibility of group-wide loyalty OKRs and ensure loyalty program achieves targets while remaining sustainable for the long-term
• Work closely with stakeholders across PDGs to align strategy and drive a cohesive loyalty effort across different services for GoTo group-wide growth
• Lead alignment with tech and product teams and product work to relentlessly improve loyalty programme
• Identify business problems and growth opportunities for both loyalty and the group through in-depth data exploration and customer insights
• Validate solutions and other related hypotheses through robust experimentation and a strong statistical approach

What You Will Need

• BS/MS in Business, Engineering, Computer Science, Math, Economics, Statistics, or equivalent experience
• At least 7 years of working experience, experience in Corporate Strategy/Finance/Consulting is a plus
• Strong expertise in building financial models and familiarity with Gojek product’s financial model is a plus
• Strong expertise in building models in spreadsheets (Google Sheets)and storylining presentation documents (Google Slides)
• Strong business acumen, user centric and data-driven, familiar with Gojek user metrics is a plus
• Strong project management skills to manage complex projects, also can manage and prioritize multiple internal and external stakeholders
• Strong knowledge of SQL, experimentation processes, Python and R is a plus
• High-level product implementation knowledge. Can write simple product requirements/ user stories
• A creative design-thinking and problem-solving mindset that can work in increments and exponents
• Strong team player; possessing team synergy skills with a high level of enthusiasm in collaborating with a cross-functional team and can also balance attention to detail with swift execution
• Hustle is essential, moving quickly and executing to allow for continual iteration is a core competency of our team

About the Team
Our Loyalty team, a team based accross Indonesia and Singapore, manages Gojek’s loyalty program. As a SuperApp, Gojek covers many daily use cases, from food delivery to bill payment. In Indonesia, Our loyalty programme GoClub uses gamification and a tiered program to reward our users for their loyalty to the platform; in all that we do, we strive to increase the user loyalty by putting our customers at the forefront of all our decisions. After all, our work centers around our customers.
We started with a single goal of building the most beloved loyalty program in Southeast Asia back in 2020. After months of ideation and collaboration with stakeholders from the Product, Engineering, Research, Design, Creative Lab teams, among others, we’ve since rolled out over > 10 exclusive perks and promotions to our users. Currently, our team has been busy working on various improvements to the products and program, including the addition of features that will enhance the user experience, and devising new promotions from our strategic partners.
Because of the remote working situation, we substitute in-person team hangouts with regular online “Jam Ekskul” sessions, in which we allocate time to share personal stories and even play online games together. Once the pandemic is over, we’re most excited to meet up as a team and have a long- overdue team dinner.
About Us
Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'
Our Mission: To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.
As of 2021, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.
Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.
Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.