Dionisius Donny
Country Lead Indonesia
Tangerang Selatan,Banten
Summary
Strategic business leader with over a decade of experience across hospitality, property technology, and co-living industries. Proven track record in driving revenue growth, building high-performing teams, and leading nationwide operations for brands such as LiveIn Indonesia, Exely, Cove Living, and ZUZU Hospitality. Skilled in business development, customer experience, and partner management, with a strong focus on sustainable growth and stakeholder trust.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Country Lead Indonesia
LiveIn Indonesia
Jakarta, Indonesia
09.2024 - 10.2025
- Provide overall strategic and operational leadership for LiveIn Indonesia, covering business development, operations, customer experience, and financial performance across multiple cities.
- Spearhead growth strategy by identifying and securing new property partnerships with a minimum monthly revenue target of IDR 50 million per property.
- Manage and strengthen relationships with key stakeholders — including landlords, developers, and institutional partners — ensuring sustainable revenue growth and long-term collaboration.
- Lead and mentor · cross-functional teams (Business Development, Operations, Customer Experience, and Finance) to achieve quarterly revenue, occupancy, and retention goals.
- Oversee financial planning, budgeting, and P&L performance, ensuring cost efficiency and profitability across all managed properties.
- Conduct periodic business performance reviews with management and landlord communities to evaluate occupancy, revenue contribution, and ROI, aligning business targets with market dynamics.
- Implement data-driven strategies to improve tenant retention, operational efficiency, and owner satisfaction, leading to stronger market trust and brand reputation..
Head of Customer Experience
LiveIn Indonesia
Jakarta, Indonesia
09.2024 - 02.2025
- Led nationwide Customer Experience operations, ensuring consistent service quality, tenant satisfaction, and retention across all LiveIn properties in Indonesia.
- Oversaw landlord relationship management — serving as key liaison for property owners, resolving partnership issues, and maintaining trust through transparent performance reporting.
- Conducted regular business reviews with landlords and management teams to analyze portfolio performance, profitability, and occupancy trends, translating insights into actionable improvements.
- Developed and implemented end-to-end CX strategies that improved tenant experience and boosted Net Promoter Score (NPS) through data-driven and personalized engagement.
- Standardized tenant onboarding, complaint handling, and service escalation processes to create a scalable and consistent LiveIn experience nationwide.
- Managed and coached a cross-functional CX team (Customer Service, Operations Support, and Field Teams) to meet and exceed service KPIs and turnaround targets.
- Collaborated closely with Operations, Sales, and Product divisions to identify and address customer pain points, contributing directly to retention and revenue growth.
- Introduced performance dashboards and feedback frameworks for both tenants and landlords, enabling better visibility on service metrics and accountability across teams.
Senior Customer Success Manager
Exely formed TravelLine
Jakarta, Indonesia
01.2023 - 08.2024
- Led key enterprise and mid-market accounts, ensuring high adoption, satisfaction, and retention rates across Exely’s SaaS hospitality solutions.
- Acted as the primary point of contact for strategic clients, managing relationships with hotel chains, property operators, and travel partners across Indonesia.
- Developed and executed tailored success plans to maximize product utilization, resulting in improved client ROI and recurring revenue growth.
- Collaborated with Product and Engineering teams to communicate customer feedback, influence roadmap prioritization, and enhance product performance.
- Conducted quarterly business reviews (QBRs) with clients to assess KPIs, share performance insights, and identify opportunities for upselling and cross-selling.
- Mentored junior Customer Success Managers to strengthen account management processes and client engagement strategies.
- Drove renewal and expansion processes, consistently exceeding retention and growth targets through proactive account management and solution-based selling.
- Supported implementation and onboarding for new enterprise accounts, ensuring seamless transitions and early-stage customer success.
Head of Sales
Cove Living Indonesia
Jakarta, Indonesia
07.2021 - 12.2022
- Led nationwide sales operations for Cove Living Indonesia, overseeing B2C and B2B acquisition strategies for co-living and serviced apartment portfolios.
- Developed and implemented go-to-market strategies to drive occupancy, revenue, and brand presence across Jakarta and other key cities.
- Managed a high-performing sales team, setting KPIs, training frameworks, and incentive structures to boost conversion and retention rates.
- Collaborated closely with Marketing, Operations, and Customer Success teams to ensure a seamless end-to-end customer journey from lead generation to post-stay experience.
- Negotiated and closed key corporate partnerships and long-stay contracts, directly contributing to revenue growth and market share expansion.
- Conducted performance reviews and data-driven forecasting to optimize pricing, lead management, and sales productivity.
- Implemented CRM and pipeline tracking improvements to enhance visibility, accountability, and overall team efficiency.
- Achieved consistent growth in occupancy rate and monthly sales revenue, exceeding quarterly sales targets and strengthening Cove’s position in Indonesia’s co-living market.
Senior Area Manager
Zuzu Hospitality
Jakarta, Indonesia
01.2020 - 07.2021
- Managed end-to-end business operations and account performance for partner hotels across multiple regions in Indonesia.
- Oversaw a portfolio of independent and chain hotels, driving revenue optimization, pricing strategy, and online distribution performance.
- Acted as a strategic advisor to hotel owners and GMs, providing insights on market trends, competitive positioning, and revenue growth strategies.
- Led and coached a team of Account Managers to deliver consistent performance improvements and ensure high partner satisfaction levels.
- Collaborated with the Revenue Management, Product, and Marketing teams to align commercial initiatives and optimize property performance.
- Conducted regular property visits, performance reviews, and operational audits to ensure compliance with ZUZU standards and service quality.
- Achieved consistent growth in partner hotel RevPAR (Revenue per Available Room) and ADR (Average Daily Rate) through targeted pricing and sales initiatives.
- Strengthened long-term partnerships by delivering measurable business impact and maintaining strong owner trust and retention rates.
E-commerce and Sales Marketing Manager
Hotel Gran Mahakam
Jakarta, Indonesia
07.2016 - 12.2019
- Increased OTA revenue 1000+% during need months for all channel and meet the target 1,5 Billion /month and 500 Million for Offline segmentation (Government and Corporate).
- Negotiated OTA costs resulting in increased properties revenue.
- Negotiated higher star ratings with several OTA partners for all properties.
- Dramatically increased Occupancy and RevPar at property.
- Worked with web development teams to create new property vanity sites.
- Developed content by writing articles and adding pictures to promote sites.
- Efforts increased direct traffic to hotels and SEO.
- Recommended daily rate strategies.
- Analyzed and monitored success of daily, weekly rate strategies.
- Prepped and led weekly revenue meetings.
- Monitored events and trends that impact hotel occupancy and resulting in gained ADR and increased RevPar year over year.
- Worked with brands to increase contribution through promotions and improving accuracy of content, rates and inventory.
- Resulted in a 10% brand contribution increase within 3 months.
- Managed social media accounts and reputation management through responding to Trip Advisor Reviews and Google Plus Review.
E-commerce Manager
Grand Zuri BSD City
Tangerang Selatan, Indonesia
07.2015 - 07.2016
- Negotiated OTA costs resulting in increased properties revenue.
- Negotiated higher star ratings with several OTA partners for all properties.
- Dramatically increased Occupancy and RevPar at property and STR level.
- Worked with web development teams to create new property vanity sites.
- Developed content by writing articles and adding pictures to promote sites.
- Efforts increased direct traffic to hotels and SEO.
- Recommended daily rate strategies.
- Analyzed and monitored success of daily, weekly rate strategies.
- Prepped and led weekly revenue meetings.
- Monitored events and trends that impact hotel occupancy and resulting in gained ADR and increased RevPar year over year.
- Worked with brands to increase contribution through promotions and improving accuracy of content, rates and inventory.
- Resulted in a 10% brand contribution increase within 3 months.
- Managed social media accounts and reputation management through responding to Trip Advisor Reviews and Google Plus Reviews.
Education
Bachelor of Science - Hospitality Management
Sahid Unviversity
Indonesia 08.2010 - 06.2014
Hospitality Management - undefined
SMK 57 Jakarta
01.2011
Skills
Budget planning
Digital marketing strategies
Regional marketing strategy
Benchmarking best practices
People Management
Customer relationship management proficiency
Proud Of
- Creative Thinking
- Effectiveness
- Productivity
- Planning
- Analyzing Issues
- Decision Making
- Project Management
- Strategic Planning
- Collaboration
- Delegation
- Goal Setting
- Group Leadership
Languages
English
Fluent
Chinese (Mandarin)
Intermediate
Timeline
Head of Customer Experience
LiveIn Indonesia
09.2024 - 02.2025
Country Lead Indonesia
LiveIn Indonesia
09.2024 - 10.2025
Senior Customer Success Manager
Exely formed TravelLine
01.2023 - 08.2024
Head of Sales
Cove Living Indonesia
07.2021 - 12.2022
Senior Area Manager
Zuzu Hospitality
01.2020 - 07.2021
E-commerce and Sales Marketing Manager
Hotel Gran Mahakam
07.2016 - 12.2019
E-commerce Manager
Grand Zuri BSD City
07.2015 - 07.2016
Bachelor of Science - Hospitality Management
Sahid Unviversity
08.2010 - 06.2014
Hospitality Management - undefined
SMK 57 Jakarta