(Senior/ Lead) Manager, Customer Management Systems

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

What the role is:

As (Senior/ Lead) Manager, Customer Management Systems in the Student Placement and Services Division, you will spearhead the design and implementation of innovative Artificial Intelligence (AI) enabled technology solutions to enable seamless service integration across MOE’s public touchpoints. You will also lead the strategic design and implementation of change management initiatives to drive the effective use of MOE's Customer Management Systems (CMS), encompassing the Ministry-wide Customer Relationship Management (CRM) platform, knowledge management module, contact centre solution, digital tools and data analytics.

What you will be working on:

• Collaborate with stakeholders and partners in the end-to-end implementation of MOE’s next-generation CRM platform – through business process redesign, requirements definition, solution evaluation, integration, testing and deployment – to deliver intended service outcomes
• Develop and execute MOE’s IT- and AI-enabled CMS strategy by translating business requirements, stakeholder needs, and industry best practices into a next-generation CRM roadmap that drives technological innovation, transforms service delivery and enhances operational efficiency
• Lead the implementation of CMS enhancements, AI-enabled capabilities and system integration projects across multiple service channels, including cost-benefit evaluation, project management, to enable seamless omnichannel service delivery
• Analyse system utilisation to identify trends and issues, coordinate technical system maintenance, bug fixes, and vendors activity, while ensuring compliance with data security standards and governance frameworks.
• Design and deliver change management strategies to improve service delivery and operational outcomes through stakeholder communications, and conducting briefings and training programmes for MOE HQ and school users
• Oversee the development and maintenance of user documentation and training materials, and provide technical support for CMS-related queries

What we are looking for:

• At least 5 years of relevant experience, with 3 or more years in CRM platforms, IT project management or product management would be preferred
• 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
• Strong analytical, communication and leadership skills
• Professional certification in project management (e.g. CITPM, PMP) would be an advantage

About Ministry of Education

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation.The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.