AI-Driven CMS & CRM Strategy Lead

Ministry of Education; Singapore; On-site; SGD 180,000 - 250,000; Full time

Job summary

Ministry of Education in Singapore seeks a Senior/ Lead Manager to spearhead AI-enabled CMS initiatives and CRM integration across public touchpoints. You will drive change management, stakeholder alignment, and governance for secure, seamless service delivery.

You will design and execute a roadmap, lead multi-channel system implementations, and ensure robust user training and documentation for MOE HQ and schools.

Qualifications

• At least 5 years of relevant experience, with 3 or more years in CRM platforms, IT project management or product management.
• Demonstrated experience in analysing business requirements, and implementing, integrating and evaluating customer management or related IT systems.
• Proven ability to lead complex AI and IT initiatives, align technology solutions with business needs, and manage stakeholders effectively.
• Familiarity with customer service technologies, such as CRM systems, contact centre solutions, data analytics, knowledge management systems and AI tools for service delivery.
• Good knowledge of data security, system governance and compliance requirements.

Responsibilities

• Collaborate with stakeholders and partners in the end-to-end implementation of MOE’s next-generation CRM platform.
• Develop and execute MOE’s IT- and AI-enabled CMS strategy to drive innovation and efficiency.
• Lead CMS enhancements, AI-enabled capabilities and system integration projects across multiple service channels.
• Analyse system utilisation, coordinate maintenance, bug fixes and vendor activity while ensuring governance and security.
• Design and deliver change management strategies, including communications, briefings and training for MOE HQ and schools.
• Oversee development of user documentation and training materials, and provide CMS-related technical support.

Skills

CRM strategy

Stakeholder management

AI-enabled solutions

Change management

Leadership

Tools

CRM platforms

AI tools

Data analytics tools

Job description

Ministry of Education in Singapore seeks a Senior/ Lead Manager to spearhead AI-enabled CMS initiatives and CRM integration across public touchpoints. You will drive change management, stakeholder alignment, and governance for secure, seamless service delivery.

You will design and execute a roadmap, lead multi-channel system implementations, and ensure robust user training and documentation for MOE HQ and schools.