Manager/Senior Manager, Lead Fulfilment & Digital Marketing (WOD)

[What the role is]

[What you will be working on]

Key Responsibilities:

Lead Fulfilment & Booking System Management

• Own the end-to-end appointment booking and lead fulfilment system, ensuring reliable operations, optimal customer journeys and high system availability across all service touchpoints.
• Develop and implement booking workflows, eligibility rules and fulfilment processes that support business and operational requirements.
• Gather business requirements and translate operational needs into functional specifications for the IT vendor, including enhancements for new services such as Skills Advisory and Polaris.
• Identify opportunities to streamline workflows and improve operational efficiency through system enhancements and process redesign.
• Manage the delivery of new system features and integrations, coordinating with IT vendors and business stakeholders, including User Acceptance Testing (UAT) and implementation.
• Support the transition of manual processes into digital workflows into the booking system, working closely with stakeholders to ensure smooth implementation and user adoption.
• Develop dashboards and reports to monitor booking volumes, fulfilment performance, customer conversion and operational metrics.

Digital Marketing

• Plan and execute performance marketing campaigns across digital channels, including SEM and paid display, to generate quality leads.
• Monitor campaign performance using Google Analytics 4 (GA4) to analyse campaign conversions and efficiencies, optimising spends and targeting based on performance data.
• Produce simple digital creatives and marketing assets using Canva to support owned channel marketing efforts.
• Manage campaign schedules, budgets, and stakeholder coordination to ensure timely and effective campaign delivery.

[What we are looking for]

Requirements:

• At least 3–5 years' experience managing or leading a customer-facing booking, fulfilment or workflow system, with end-to-end ownership from requirements gathering and solution design through implementation, testing and operational support.
• Proven experience translating business and operational requirements into functional specifications and working closely with IT vendors and stakeholders to deliver system enhancements and process improvements.
• At least 3–5 years' experience in performance marketing, with hands-on experience planning, executing and optimising SEM and paid display campaigns to drive lead generation and conversions.
• Strong analytical skills, with proficiency in GA4 and the ability to interpret campaign and customer journey data to optimise performance and inform business decisions.
• Experience managing multiple projects and stakeholders concurrently, with strong planning, coordination and communication skills.
• Comfortable using Canva or similar design tools to develop simple digital creatives and marketing collateral.
• Familiarity with CRM, booking or marketing automation platforms will be an advantage

Successful candidates will be offered a contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume.  Please check out www.myskillsfuture.gov.sg for details on the CSP