Senior Manager, Customer Experience

NTUC FIRST CAMPUS LIMITED; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading educational institution in Singapore is seeking a Senior Manager for Customer Experience & Systems. In this strategic leadership role, you will manage customer-facing systems, ensure alignment of sales strategies, and champion digital tools to optimize enrollment processes. The ideal candidate will have over 10 years' experience in sales or customer experience and strong leadership abilities. The position offers a dynamic environment to drive seamless experiences for customers and contribute to organizational growth.

Qualifications

• 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 is advantageous.

Responsibilities

• Manage customer-facing systems enrolment platforms and CRM tools.
• Align sales strategies with broader business goals.
• Implement changes to sales processes effectively.

Skills

Leadership

CRM platform experience

Analytical skills

Communication skills

Tools

HubSpot

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.