Country Manager (Indonesia)

Job Overview

We are seeking an experienced Country Manager to lead the end-to-end launch and growth of our Forex trading application in the assigned country.

This role is responsible for developing and executing the country strategy, establishing clear performance targets, driving customer acquisition and revenue growth, and ensuring successful application adoption in the local market. The Country Manager will oversee Customer Support operations nationwide and ensure that all commercial, marketing, customer, and operational activities comply with applicable local laws, regulatory requirements, and internal policies.

The position will serve as the key decisionmaker for the country and work closely with regional and global teams across Product, Marketing, Customer Support, Operations, Payments, Technology, Compliance, and Legal.

Key Responsibilities

Application Launch and Market Growth

• Lead the end-to-end launch of the Forex trading application in the assigned country.
• Develop and execute the country go-to-market strategy, launch plan, customer proposition, and growth roadmap.
• Ensure all functions are operationally ready before launch, including Product, Marketing, Payments, Customer Support, Operations, Compliance, and Technology.
• Drive customer acquisition, application registrations, KYC completion, first-time deposits, active trading, retention, and revenue growth.
• Identify target customer segments, market opportunities, suitable acquisition channels, and local growth initiatives.
• Monitor competitor applications, product features, pricing, promotions, customer journeys, and market positioning.
• Develop post-launch action plans to improve application adoption, customer engagement, and sustainable business growth.

Country Performance Management

• Establish clear country-level commercial, operational, and customer-service performance targets.
• Define KPIs for customer acquisition, KYC conversion, first-time deposits, active traders, trading volume, revenue, retention, and customer satisfaction.
• Set clear targets and accountabilities for all local teams and relevant supporting functions.
• Monitor country performance through daily, weekly, and monthly dashboards.
• Identify performance gaps and implement corrective action or recovery plans.
• Manage country budgets, forecasts, commercial expenditure, and P&L performance where applicable.
• Provide regular performance reports, market insights, risks, and recommendations to regional and global management.

Customer Support and Customer Experience

• Oversee the overall Customer Support operation across the country.
• Establish service standards and performance targets for response time, resolution time, service quality, complaint handling, and customer satisfaction.
• Ensure customers receive accurate, timely, professional, and compliant support.
• Coordinate with Operations, Payments, Technology, and Compliance to resolve issues involving account opening, KYC, deposits, withdrawals, trading, application access, and technical incidents.
• Review customer feedback, complaints, and service data to identify recurring issues and improvement opportunities.
• Ensure serious, sensitive, or regulatory complaints are escalated and resolved through the appropriate process.
• Drive continuous improvement of the end-to-end customer journey and application experience.

Product and Operational Management

• Act as the primary representative of the local market to regional and global Product teams.
• Provide market insights and recommend product features, payment methods, campaigns, and customer-journey improvements.
• Ensure the application, onboarding process, payment journey, customer communications, and promotional materials are appropriately localized.
• Monitor application performance, onboarding drop-off, payment success rates, service interruptions, and operational issues.
• Coordinate with relevant teams to resolve product and operational issues within agreed timelines.
• Ensure appropriate business-continuity and incident-management plans are in place.

Compliance, Legal, and Country Governance

• Work closely with Compliance and Legal to ensure that all country activities comply with applicable laws, regulations, and internal governance requirements.
• Ensure appropriate controls are applied to customer onboarding, KYC/AML, payment activities, marketing campaigns, promotions, customer communications, and complaint handling.
• Monitor regulatory and legal developments relating to Forex trading, financial services, advertising, data privacy, consumer protection, and electronic transactions.
• Assess the business impact of regulatory changes and coordinate implementation of required actions.
• Ensure all required approvals, documents, records, and audit trails are properly maintained.
• Escalate potential regulatory breaches, fraud indicators, customer-protection concerns, operational risks, or reputational risks.
• Ensure that business growth and revenue targets do not compromise compliance obligations or customer protection.

Leadership and Cross-Functional Coordination

• Lead country-level business execution and ensure alignment between Commercial, Marketing, Customer Support, Operations, Product, Compliance, and Legal.
• Translate company objectives into clear team targets, responsibilities, and deliverables.
• Conduct regular performance reviews and address underperformance through structured action plans.
• Build a high-performance and accountable country team.
• Manage local vendors, payment providers, service providers, and other operational partners.
• Represent the company with external stakeholders and relevant authorities when formally authorized.
• Lead the country response to critical customer, operational, regulatory, or reputational incidents.

Requirements

Mandatory

• Proven track record of launching or scaling a digital consumer business, managing measurable commercial outcomes, and leading cross-functional execution. Direct Forex/CFD experience is preferred but not required.
• At least 3 years of experience in country management, commercial leadership, growth, product commercialization, or senior business operations.
• Proven experience launching or scaling a digital application or trading platform.
• Strong understanding of the Forex customer lifecycle, including registration, KYC, deposits, trading activity, withdrawals, retention, and reactivation.
• Proven ability to establish performance targets and manage results through data, KPIs, budgets, forecasts, and P&L indicators.
• Practical experience overseeing Customer Support or customer operations at country or regional level.
• Good understanding of KYC/AML, customer protection, marketing governance, data privacy, complaint handling, and relevant financial-services regulations.
• Strong commercial judgment with the ability to balance revenue objectives against compliance, legal, operational, and reputational risks.
• Strong leadership, analytical thinking, stakeholder management, and decision-making skills.
• Ability to work effectively with local, regional, and global teams in a fast-paced environment.

Preferred

• Experience managing a regulated Forex or CFD trading application in the relevant country.
• Experience working with Product, Technology, Payments, Marketing, Risk, Compliance, Legal, Operations, and Customer Support teams.
• Strong understanding of application analytics, customer funnels, CRM, payment conversion, and customer-retention strategies.
• Experience managing application launches, regulatory changes, operational incidents, or large-scale growth projects.
• Strong knowledge of the local fintech, payments, and digital-trading market.

Language

• Fluency in the local language of the assigned country.
• Strong professional English communication skills, both written and spoken.