Senior Manager, Customer Experience

NTUC First Campus; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading educational institution in Singapore is seeking a Senior Manager, Customer Experience & Systems to enhance customer engagement and streamline enrolment processes. In this role, you will manage customer-facing systems, collaborate with various departments, and drive strategic initiatives to improve overall efficiency. The ideal candidate has over 10 years of experience in sales or customer experience, with strong leadership qualities and hands-on experience with CRM platforms like HubSpot.

Qualifications

• 10 years of experience in sales, enrolment, or customer experience, with 3 years in management.
• Hands-on experience with CRM platforms is preferred.
• Excellent communication and interpersonal skills required.

Responsibilities

• Manage customer-facing systems and enrolment platforms.
• Work with cross-functional teams to align strategies.
• Champion the use of digital tools for efficiency.

Skills

Leadership

Analytical skills

Customer experience management

CRM platforms

Communication

Tools

HubSpot

CRM tools

Job description

Reporting to the Assistant Director, Customer Experience, we’re looking for a Senior Manager, Customer Experience & Systems to be the key person to lead the various systems used by Business Operations Dept. This is a strategic leadership role where you’ll optimise our systems to drive enrolment growth and create seamless customer experiences.

Job Responsibilities

• Own and manage customer-facing systems enrolment platforms, school management platforms, CRM tools, and communication platforms
• Work with cross-functional teams (Business Ops Leads, Marketing, Business Units, HR, Tech, etc.) to ensure alignment of sales strategies with broader business goals.
• Communicate and implement changes to sales strategies, processes, or policies effectively, ensuring smooth adoption across teams.
• Partner with IT and vendors to ensure systems are intuitive, reliable, and effectively meet the needs of both staff and families.
• Champion the use of digital tools to streamline onboarding, scheduling, billing, and communication processes.
• Develop and deliver sales enablement initiatives, including training, tools, and resources to enhance team performance.
• Oversee the implementation, management, and optimisation of CRM and enrolment systems (e.g., HubSpot, SN2).

Job Requirements

• 10 years’ experience in sales, enrolment, or customer experience, with at least 3 years in management.
• Strong leadership and interpersonal skills.
• Hands‑on experience with CRM platforms (HubSpot experience serves as an added advantage).
• Strategic thinker with strong analytical and problem‑solving skills.
• Excellent communicator who can influence and collaborate across teams.
• Able to work independently with minimal supervision.