Manager (Journey Builder, Outreach & Engagement), Youth

National Trades Union Congress (NTUC); Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Young NTUC, the youth wing of NTUC, seeks a Manager (Outreach and Engagement), Youth to shape how youths move from initial contact to sustained engagement across NTUC Youth. You will design end-to-end journeys and connect physical and digital touchpoints, translating insights into relevant content, programmes and opportunities.

You will work with stakeholders to embed journey thinking, surface youth content, identify gaps, and drive improvements using feedback and data.

Qualifications

• Degree holder in any discipline.
• 3–6 years’ relevant experience in customer journey design, digital engagement, audience development, marketing, programme design, customer experience or related fields.
• Strong understanding of audience behaviour across physical and digital touchpoints.
• Demonstrated ability to translate insights into practical engagement strategies or experiences.
• Strong analytical, communication and stakeholder management skills.
• Comfortable operating in ambiguity and building new capabilities from the ground up.
• Curious about youth, careers, industries and the future of work.
• Experience with CRM, segmentation, content strategy, programme design or digital engagement would be an advantage.

Responsibilities

• Map and design journeys across key youth segments.
• Identify youth needs, motivations, barriers and key moments across each stage of the journey.
• Design pathways that connect physical engagements to relevant digital, programme, community and membership touchpoints.
• Identify opportunities to deepen relationships and drive repeat engagement and progression.
• Work with stakeholders to embed journey thinking across our programmes.
• Translate youth needs and insights into relevant content, resources, programmes and engagement propositions.
• Work with stakeholders to surface relevant content to youths.
• Identify gaps in existing youth offerings and develop new experiences or propositions to address them.
• Use youth feedback and behavioural data to identify friction points and continuously improve journeys.
• Partner with the Performance Marketing & CRM function to translate journeys into relevant digital nurture and engagement flows.

Education

Bachelor's degree or equivalent

Tools

CRM systems

Data analytics

Job description

Manager (Outreach and Engagement), Youth

Young NTUC is the youth wing of the National Trades Union Congress (NTUC). Since our founding in April of 2005, Young NTUC has grown to over 150,000 members aged 35 years and below. Young NTUC supports youth throughout their professional and personal journey to achieve their aspirations through a multitude of purposeful activities and opportunities. In collaboration with a vast number of partners ranging from unions to companies to government agencies, we can provide career discovery and navigation, workplace protection and support, leadership development, mental well-being resources, holistic personal development and many more.

As part of NTUC Youth’s Outreach & Engagement team, you will shape how youths move from a single interaction with NTUC Youth into a sustained relationship with us.

NTUC Youth engages thousands of youths through diverse touchpoints. Your role is to connect these experiences into meaningful end-to-end youth journeys.

You will work across physical and digital touchpoints to understand what youths need at different stages of their journey, and translate these insights into relevant experiences, content, programmes and opportunities.

Responsibilities:

Design End-to-End Youth Journeys

• Map and design journeys across key youth segments.
• Identify youth needs, motivations, barriers and key moments across each stage of the journey.
• Design pathways that connect physical engagements to relevant digital, programme, community and membership touchpoints.
• Identify opportunities to deepen relationships and drive repeat engagement and progression.
• Work with stakeholders to embed journey thinking across our programmes.
• Translate youth needs and insights into relevant content, resources, programmes and engagement propositions.
• Work with stakeholders to surface relevant content to youths.
• Identify gaps in existing youth offerings and develop new experiences or propositions to address them.
• Use youth feedback and behavioural data to identify friction points and continuously improve journeys.
• Partner with the Performance Marketing & CRM function to translate journeys into relevant digital nurture and engagement flows.

Turn Youth & Industry Intelligence into Engagement

• Develop a strong understanding of what youths need to know about industries, careers, skills and the future of work.
• Build relationships with stakeholders to source credible insights, stories, experts and opportunities.
• Translate these insights into youth-relevant experiences, content themes and engagement opportunities.
• Explore AI and other emerging tools to identify trends and strengthen personalisation and relevance.

Build the NTUC Youth Journey Playbook

• Develop and establish a scalable framework for designing youth journeys across NTUC Youth.
• Define journey principles, audience segments, key moments, engagement pathways and progression mechanisms.
• Test new approaches, document learnings and scale what works.
• Establish a repeatable model that enables the wider Outreach & Engagement team to design engagements with the end-to-end youth journey in mind.

Requirements:

• Degree holder in any discipline.
• 3–6 years’ relevant experience in customer journey design, digital engagement, audience development, marketing, programme design, customer experience or related fields.
• Strong understanding of audience behaviour across physical and digital touchpoints.
• Demonstrated ability to translate insights into practical engagement strategies or experiences.
• Strong analytical, communication and stakeholder management skills.
• Comfortable operating in ambiguity and building new capabilities from the ground up.
• Curious about youth, careers, industries and the future of work.
• Experience with CRM, segmentation, content strategy, programme design or digital engagement would be an advantage.

We regret to inform that only shortlisted candidates will be contacted.