Ayu Sundari Manurung
iGaming • Affiliate • CRM • Operations
Based in Indonesia
Available for remote and relocation opportunities
Open to international, remote & relocation opportunities
Ayu Sundari
Manurung
iGaming Growth, Affiliate & CRM Operations Leader
Multi-Market Acquisition • Affiliate Operations • Player Retention • Forex/CFD Client Management
International operations and customer growth professional with hands-on experience across iGaming, Forex/CFD, warehouse administration and quality assurance. Experienced in supporting player acquisition, coordinating affiliate and agent activity, managing CRM-driven retention, leading multicultural teams and handling high-volume client interactions across Indonesia, Malaysia, India and Pakistan.
4
Asian Markets Handled
10–20
Team Members Led
50+
Daily Customer Interactions
500K+
Registered Accounts Within Reporting Hierarchy
9 Years
International Operations Experience
Note on the 500K+ figure: this represents registered accounts visible within a multi-level operational reporting hierarchy. It does not represent personally acquired or simultaneously active players.
Profile
Commercial awareness supported by operational discipline.
My experience combines customer acquisition, affiliate and agent coordination, CRM retention, team leadership and daily business operations. I have worked with customers and teams across multiple Asian markets and understand that sustainable growth requires more than registrations. It requires clear communication, consistent follow-up, accurate reporting, fast issue resolution and strong coordination between marketing, customer service, payments and operations.
Multi-Market Growth
Supporting acquisition and operations across Indonesia, Malaysia, India and Pakistan.
Affiliate & Agent Operations
Coordinating onboarding, activity monitoring, communication, commissions and partner follow-up.
CRM & Player Retention
Managing structured customer engagement, reactivation, complaint resolution and lifecycle follow-up.
Team & Daily Operations
Leading multicultural teams, tracking KPIs, preparing reports and maintaining consistent execution.
Expertise
Skills aligned with iGaming and Forex operations.
Affiliate & Acquisition
- Affiliate and agent coordination
- Player acquisition support
- Affiliate onboarding
- Partner communication
- Promotion coordination
- Commission monitoring
- Multi-market localization
- Telegram community development
- Influencer and IB coordination
CRM & Retention
- Customer lifecycle management
- Player reactivation
- Dormant-client follow-up
- High-volume outbound communication
- Objection handling
- Complaint resolution
- Account and payment support
- Customer satisfaction
- Retention campaign execution
iGaming Operations
- Player activity monitoring
- Registration monitoring
- Betting activity reporting
- Deposit and withdrawal monitoring
- Promotion and payout coordination
- Daily operational reporting
- KPI tracking
- Cross-functional escalation
- Multi-level reporting structures
Forex / CFD
- Forex and CFD client communication
- MT4 and MT5 familiarity
- Dormant-account reactivation
- KYC support
- CRM documentation
- Client portfolio follow-up
- Trading terminology
- Customer education within compliance boundaries
- No guarantees or unauthorized financial advice
Leadership & Operations
- Multicultural team leadership
- Coaching and performance follow-up
- SOP implementation
- Daily target management
- Inventory and warehouse operations
- Quality assurance
- Technical documentation
- Corrective action coordination
Specialisations
Four areas I work in, explained in detail.
Each page covers what the work involves day to day, which markets it applies to, and how it connects to the rest of the operation.
iGaming Affiliate Operations
Indonesia • Malaysia • India • Pakistan
I work on the operational side of iGaming affiliate programmes: bringing affiliates and agents onto the platform, keeping their activity visible, keeping communication consistent, and making sure commissions, promotions and escalations are handled without friction.
Read moreCRM & Player Retention
Indonesia • Malaysia • India • Pakistan
Retention is a follow-up discipline. My work is structured customer engagement across the player lifecycle: welcoming new players, keeping active players supported, bringing dormant accounts back, and resolving the complaints that quietly cause churn.
Read moreForex & CFD Client Management
Indonesia • Malaysia • India • Pakistan
In Forex and CFD, client management has a compliance boundary that iGaming does not. My work covers client communication, portfolio follow-up, KYC support and reactivation — with education inside compliance limits and no performance promises.
Read moreMulti-Market Acquisition & Operations
Indonesia • Malaysia • India • Pakistan
Running growth in four Asian markets at once is an operations problem before it is a marketing problem. My work covers acquisition support, localisation, team leadership and the daily reporting that keeps four markets comparable.
Read more
Career
Experience built across growth, retention and operational leadership.
June 2026 – August 2026
Forex/CFD Retention Executive
Technest Support LLC — Dubai, UAE
Managed structured outbound engagement for Forex/CFD clients, including dormant and previously inactive accounts. Supported client reactivation, KYC follow-up, platform-related questions, objection handling and accurate CRM documentation in a performance-driven environment.
- Conducted high-volume outbound calls to re-engage dormant and inactive clients.
- Maintained structured CRM notes and client follow-up schedules.
- Supported customers with KYC, account access and MT5 platform-related concerns.
- Explained platform features, market terminology and approved promotions without offering guarantees.
- Managed objections and escalated account, payment or technical concerns to the relevant teams.
- Worked with daily call targets and client-retention performance expectations.
Forex / CFD • Retention • CRM • Client Management
2024 – 2026
Marketing Team Leader — iGaming Operations
AR Group — Thailand
Led multi-market acquisition, CRM, player-support and operational activities across Indonesia, Malaysia, India and Pakistan. Coordinated daily team execution while monitoring customer activity, agents, promotions, payments, complaints and operational reporting.
- Led a multicultural marketing and customer-operations team of approximately 10–20 members.
- Supported market activity across Indonesia, Malaysia, India and Pakistan.
- Managed more than 50 customer interactions per day across acquisition, retention and account support.
- Coordinated affiliate, agent, IB and influencer relationships across multiple markets.
- Supported user onboarding, promotion communication and player reactivation.
- Monitored registrations, player activity, top-ups, withdrawals and affiliate commissions through internal dashboards.
- Coordinated customer complaints and payment-related escalations with relevant operational teams.
- Prepared daily performance reports and followed up on individual and team KPIs.
- Built and managed a Telegram betting community from its early stage.
- Helped adapt campaigns and communication styles to different languages and market behaviours.
iGaming • Affiliate Operations • CRM • Multi-Market Growth
2022 – 2024
Leader Administration — Warehouse Operations
PT Cahaya Mustika — Jakarta, Indonesia
Led warehouse administration and supported accurate, efficient inbound and outbound operations.
- Coordinated inbound, outbound and stock-control processes.
- Led administrative team activities and daily task distribution.
- Maintained inventory records and investigated stock discrepancies.
- Handled customer complaints and coordinated solutions with internal teams.
- Monitored product quality and data accuracy.
- Supported consistent operational execution during high-volume periods.
Warehouse Operations • Inventory • Customer Resolution
2017 – 2022
QA Assistant / Quality Inspector Leader
LKTT Plastic Technology Sdn. Bhd. — Penang, Malaysia
Progressed through production and quality responsibilities based on technical accuracy, reliability and sustained performance.
- Conducted incoming, in-process and outgoing product inspections.
- Performed final inspections before customer delivery.
- Verified part numbers, specifications and production readiness.
- Read and checked FAI documents, technical drawings and quality requirements.
- Identified defects and coordinated corrective action with production teams.
- Maintained quality records and supported audit preparation.
- Guided team members and supported daily inspection priorities.
Quality Assurance • FAI • Technical Inspection • Team Leadership
Selected Work
How I approach growth and operations.
Case Study 01
Supporting Four Asian iGaming Markets
Challenge
Different player behaviours, languages and promotional preferences required localized execution while maintaining consistent daily operations.
My contribution
- Supported Indonesia, Malaysia, India and Pakistan.
- Coordinated acquisition, onboarding, CRM retention and customer support.
- Adapted communication according to market and customer behaviour.
- Helped the team maintain consistent reporting and KPI follow-up.
- Coordinated operational issues involving accounts, promotions and payments.
Multi-market operations • Localization • CRM • Team leadership • Customer acquisition
Case Study 02
Multi-Level Affiliate and Player Network Oversight
Challenge
A large reporting structure required visibility across agents, sub-agents, registrations, player activity and financial actions.
My contribution
- Monitored a multi-level operational hierarchy containing more than 500,000 registered accounts.
- Reviewed agent and subordinate structures through internal dashboards.
- Monitored betting activity, top-ups, withdrawals and commission data.
- Followed up on operational and customer issues.
- Supported affiliate and agent communication across selected markets.
Clarification: The 500K+ figure represents registered accounts shown within the reporting hierarchy. It is not personally acquired users and not 500K active players.
Affiliate operations • Dashboard monitoring • Reporting • Player activity • Partner coordination
Case Study 03
Structured Forex/CFD Client Reactivation
Challenge
Dormant and previously inactive clients required consistent follow-up, trust-building, clear explanations and accurate CRM records.
My contribution
- Conducted structured outbound follow-ups.
- Identified customer objections and reasons for inactivity.
- Supported platform and KYC-related concerns.
- Maintained accurate CRM notes.
- Escalated complex concerns to the correct internal teams.
- Communicated within appropriate compliance boundaries.
Retention • Reactivation • CRM • Objection handling • MT5 • Client management
Performance Evidence
Operational experience supported by real reporting exposure.
Selected anonymised dashboard samples can be presented to verified recruiters during the recruitment process. Sensitive company and player information is removed to protect confidentiality.
Multi-Level Network Structure
Shows the reporting hierarchy across agents, sub-agents and registered accounts.
Anonymised Verified recruiters on request
Daily Operational Activity
Shows examples of betting, commission, top-up and withdrawal reporting.
Anonymised Verified recruiters on request
Multi-Day Reporting Consistency
Shows dashboard records captured across multiple reporting dates.
Anonymised Verified recruiters on request
Dashboard samples are anonymised and provided only as supporting context. Figures represent internal reporting visibility and should not be interpreted as personal ownership of every account within the hierarchy.
Market Exposure
Experience working across different customer behaviours and operating environments.
Indonesia
Primary language and customer-market experience, including acquisition, player communication, affiliate and community activity.
Malaysia
Professional language capability and experience supporting customer acquisition and player communication.
India
Experience supporting market operations, team execution and customer engagement.
Pakistan
Experience supporting acquisition, affiliate coordination and daily operations.
Professional experience in Indonesia, Malaysia, Thailand and the UAE.
Toolkit
Platforms, reporting and operational knowledge.
Trading & Financial Platforms
- MT4
- MT5
- Forex and CFD terminology
- TradingView familiarity
- KYC workflow familiarity
CRM & Client Operations
- CRM platforms
- Client follow-up
- Customer lifecycle tracking
- Complaint documentation
- Retention workflows
Affiliate & iGaming Operations
- Affiliate and agent structures
- Player activity dashboards
- Commission monitoring
- Promotion coordination
- Deposit and withdrawal reporting
Reporting
- Microsoft Excel (operational reporting)
- Google Sheets
- Daily KPI reporting
- Performance dashboards
- Operational documentation
Quality & Operations
- FAI documentation
- Technical drawing interpretation
- Quality inspection
- Inventory control
- SOP implementation
Leadership Foundation
A career shaped by progression and responsibility.
2017
Started in manufacturing and production operations in Malaysia.
Quality Progression
Advanced into quality inspection, QA support and team responsibility.
2022
Moved into warehouse administration leadership in Indonesia.
2024
Transitioned into multi-market digital and iGaming operations.
2026
Expanded into Forex/CFD client retention in Dubai.
My career has developed across different industries, but the foundation has remained consistent: accuracy, responsibility, customer understanding, team coordination and the ability to learn quickly in demanding environments.
Education
Bachelor Degree in Education
HKBP Nommensen University
2019 – 2022
Languages
- Bahasa IndonesiaNative
- Bahasa MelayuProfessional Working Proficiency
- EnglishProfessional Working Proficiency
Let's connect
Looking for someone who understands both growth and operations?
I am open to international opportunities across iGaming, affiliate operations, CRM and retention, Forex/CFD client management and multi-market operations. I am available for remote roles and relocation opportunities with appropriate employment support.
- Phone
- +62 813 8548 2285
- Location
- Indonesia
- Availability
- Remote and international relocation