Senior Manager - Marketing & Customer Care

Bukit Tinggi Medical Centre; Klang City; On-site; MYR 200,000 - 250,000; Full time

Job summary

A tertiary care hospital in Klang seeks a Marketing Manager responsible for developing comprehensive marketing strategies to enhance customer acquisition and retention. Candidates should have over 10 years of experience, including 5 in managerial roles, with strengths in leadership, communication, and customer management. Familiarity with healthcare dynamics is essential. The role includes collaboration with the Customer Service team and a focus on improving overall customer experience. This is an excellent opportunity to impact healthcare delivery in Klang.

Qualifications

• At least 10 years of working experience, including 5 years in managerial roles.
• Demonstrated excellence in leadership capable of coaching teams.
• Mandatory experience in the healthcare industry.

Responsibilities

• Assist the CEO in developing and implementing a marketing plan.
• Formulate effective marketing strategies to drive market growth.
• Identify and evaluate new business opportunities.
• Plan branding materials and digital strategies.
• Collaborate with the Customer Service team to enhance customer experience.
• Perform additional duties as assigned by the CEO.

Skills

Organizational planning

Leadership

Communication skills

Presentation skills

Interpersonal skills

Customer management

Job description

Company Overview

Bukit Tinggi Medical Centre (BTMC) is a Tertiary Care Hospital focused on delivering quality and affordable healthcare. With 171 beds and a multidisciplinary team that includes Neurosurgery, Cardiac Surgery, Orthopaedics, Obstetrics & Gynaecology, Paediatrics & Rehabilitation, Aesthetic Surgery and more, BTMC aims to be the preferred healthcare provider in Klang. The hospital also houses a Health Screening Centre offering a range of health packages.

Responsibilities

1. Assist the hospital CEO on the development and implementation of a Marketing plan that embeds strategies and targets for revenue generation, cost containment, and operational KPIs aligned with group strategies.
2. Formulate and implement effective marketing and referral strategies for all business units to drive market growth, enhance customer acquisition, and strengthen loyalty and retention while achieving economic and business objectives.
3. Identify and evaluate new business opportunities aligned with defined market segments, and maintain and deepen existing business relationships to ensure continuous pipeline growth.
4. Plan and create strategies, tactics, activities, and branding materials including digital platforms to convey the market message to target audiences.
5. Collaborate closely with the Customer Service team to collect and analyze customer insights, developing value‑driven initiatives that enhance the overall customer experience and foster long‑term loyalty.
6. Perform additional duties or tasks as assigned by the CEO or Management to support organizational objectives and operational efficiency.

Qualifications

• At least 10 years of working experience, including a minimum of 5 years in managerial roles.
• Demonstrated excellence in organizational planning and leadership, capable of coaching and motivating teams to achieve high performance and operational excellence.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with internal stakeholders, external partners, and customers at all levels.
• Strong capability in managing customer issues and complaints in collaboration with the Customer Care Manager, ensuring timely, professional, and satisfactory resolution.
• Mandatory experience in the healthcare industry, with a solid understanding of hospital operations, market dynamics, customer expectations, and regulatory environments.