About us:
Luno is the crypto investment app you can rely on, enabling you to buy, store and explore crypto securely. We’re committed to putting the power of cryptocurrency in everyone's hands sensibly and responsibly.
Since 2013, we’ve helped millions of people around the world invest safely in crypto. We do this by cutting through the hype and supporting customers at every step of the way. All products and cryptocurrencies on our platform must first meet stringent legal, risk and technical security standards.
Transparency is key for us. Luno stores all crypto on a 1:1 basis and we have rigorous processes in place so you can be confident your investment is secure. We’re available in more than 40 countries around the world and we work closely with respective regulators in all of these markets to be fully compliant, as we believe this is the best way to help everyone, everywhere, invest safely.
About the team:
Luno is a market leading crypto exchange on a mission to put the power of crypto into everyone’s hands. You will report to Aaron Tang, General Manager APAC, based in Kuala Lumpur.
The role in a nutshell:
A critical leader in Luno’s organization and the most senior person in Indonesia, you serve a highly cross-functional team in order to succeed in the market. Through a deep understanding of the market, you develop and communicate Indonesia's country strategy and operationalise it across all functions.
Internally, you are ultimately accountable for Indonesia’s P&L and for strategy execution to Luno’s leadership as well as managing risk in your market holistically. Externally, you are the face of Luno Indonesia’s business for all key stakeholders across the media, regulators, executives at other firms and our highest value customers.
Your mission will be:
Define Indonesia’s market strategy
- Develop and maintain a view of the competitive landscape with respect to:
- Quantitatively measured share of the existing market in terms of customers, new app installs, brand awareness
- Qualitative brand positioning for prospects describing target audience, USPs, and key messages as well as approach to partnerships and media
- Customer experience across content, product and operations down to features, messaging and tone and support experience
- Develop and maintain a view of the regulatory landscape today and how it is anticipated to evolve over the next 1-2 years translating it into threats and opportunities for Luno and a proposed path
- Work closely with leadership across product and marketing to define and document the holistic objective for your market in an ambitious 2-3 year vision
- Work closely with your Finance business partner to develop a realistic financial plan reflecting your ambitions in the country
Operationalise and communicate the market strategy
- Work with Leaders, Product and Engineering to translate your market objectives into a product strategy and a roadmap with clear ownership for delivery across the product organization and milestones that clearly explain the product's competitive position in the market.
- Work with Marketing to develop a marketing strategy defining target audiences, channel mix and messaging with measurable target metrics for acquisition marketing, mid-funnel marketing as well as top of funnel activities with clear ownership defined for all activities.
- Together with the Customer Success team lead for your country and relevant stakeholders across Operations, monitor and maintain paired metrics at an acceptable level such as customer satisfaction score and servicing cost
- Based on your assessment of your product, platform and ability to serve more elevated needs, define your approach to acquire and retain higher value individual customers
- Work with your colleagues in Legal, Compliance and Financial Crime Operations to put in place appropriate controls and resources to maintain Luno’s reputation as a global leader in compliant and ethical business practices building and reinforcing relationships with local government, regulators and law enforcement.
- When available, organize and lead cross-functional teams to meet all regulatory requirements imposed by Bappebti, OJK, or any other relevant authorities in Indonesia.
- Become Luno’s local spokesperson in all public relations, local events & government engagement activities.
- With your Finance business partner, develop a sound financial plan based on all cross-functional plans and put in place management reporting and appropriate processes to understand deviations on time
Strategy execution
- Define great cross-functional SMART Goals for your market on a half-yearly basis with clear responsibilities and ownership across teams, timely tracking, and dependencies to a financial plan
- Work with Finance and various data and analytics teams to be able to quickly identify deviations from your plan or unexpected challenges across key metrics, identify actions, prioritize them, and clarify ownership
- Review financials on an ongoing basis and address deviations from the plan or adjust forecasts in an agile way based on new information
- Ensure effective communication and efficient information flows enabling cross-functional work based on the same assumptions and with sufficient context
- Support Product, Marketing and Operations teams to gather local insights into customers and the market as needed and disseminate learnings to the relevant individuals
- As the single-threaded cross-functional leader of your country, you are responsible for the empowerment of all functions and performance management from a delivery perspective
- Work with global support from the risk team to maintain a country-level risk register with mitigations and owners
- Work with support from PR to develop yourself and select local leaders as spokespeople for media with aligned messaging and training as needed
- Support legal, policy, and compliance in discussion with key external stakeholders as needed
- Take ownership for the highest value customers in your market based on your strategy for them and support the teams that service them as needed
- Support Operations leaders, the Partnerships team, and others in critical meetings with executives from other companies and organizations
A little about you:
- Led a country or regional consumer business arm/product with international exposure.
- You have experience of working in a regulated environment and the ability to handle industry and regulatory complexities
- You are experienced in building and running growth marketing across online and offline channels
- You are experienced in leading and scaling up a team in an international company
- You have a friendly, transparent, articulate disposition with a drive to succeed
- Experience in driving and monitoring marketing and operational metrics
- Excellent interpersonal, communication, and negotiation skills
- Entrepreneurial bias towards action combined with the rigour to see things through until completion
- Interest and knowledge of cryptocurrencies, in particular, Bitcoin and Ethereum and the AML/CFT issues presented by the industry
Life at Luno:
- Remote but reachable work policy gives you the freedom to choose between working from home or the office.
- Plus the option to buy and sell up to 5 days leave
- Improve body and mind, with excellent private medical insurance
- Access to Learnably and our additional learning platforms for your personal and professional development
- 6 months primary care-giver leave
- Paw-ternity leave for your furry friend
- Annual Inspiration Day in addition to your annual leave which increases based on your length of service!
- A collaborative, friendly work community, with regular social events and virtual cooking, dancing, drawing and house planting classes hosted by our Lunauts
- Free lunch and snacks
- 0 fees up to a certain amount with Luno from the day you start.*
*Offer only available on Luno Instant Buy, not Luno Exchange
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
