(Senior/ Lead) Manager, Customer Management Systems

Ministry of Education, Singapore (MOE); Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Ministry of Education, Singapore (MOE) seeks a Senior/Lead Manager to drive AI-enabled CMS initiatives and the design of MOE’s CRM strategy across public touchpoints.

You will lead cross-functional design, implementation, and change management to improve service delivery and operational efficiency through scalable CMS solutions.

Qualifications

• 5+ years of relevant experience in CRM platforms, IT project management or product management
• Experience analysing business requirements and implementing, integrating, and evaluating customer management IT systems
• Proven ability to lead complex AI and IT initiatives and manage stakeholders

Responsibilities

• Collaborate with stakeholders and partners in end-to-end implementation of MOE’s next-generation CRM platform
• Develop and execute IT- and AI-enabled CMS strategy translating requirements into a CRM roadmap
• Lead CMS enhancements, AI-enabled capabilities and system integration across multiple service channels
• Analyze system utilisation, coordinate maintenance and vendor activity while upholding data security and governance
• Design and deliver change management strategies including communications and training
• Oversee development and maintenance of user documentation and provide CMS support

Skills

CRM platforms

IT project management

Product management

Stakeholder management

AI tools for service delivery

Tools

Contact centre solutions

Data analytics

Knowledge management systems

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
• As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination.
• Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment.
• If you are facing issues submitting your application through the Careers@Gov portal, please contact us at [e-mail] for assistance.