Customer Engagement Manager

14 May
Finance - Fintech
Work arrangement
The role is responsible for a range of deliverables that focus on Customer Experience across the Singapore business. It supports the Head of Marketing in executing specific deliverables through the year that align to key strategic priorities.


Customer Engagement Strategy

- Build comprehensive, commercial Customer Engagement strategies across short/mid/long-term planning process.
- Develop and execute comprehensive programs of work that increase customer engagement across key metrics including active clients, time on book, trade volume and frequency, proactive and reactive retention.
- Lead collaboration across Content and SEO team members to develop integrated strategies to enhance SNG search performance.
- Evolve existing customer journey programmes, tailored for specific market needs. Build new customer journey programs to move key portfolio metrics.
- Oversee the day to day management of organic social media and CRM as an owned channels for content distribution.
- Oversee the optimisation of organic social including channel relaunches.
- Lead the development of content output via own sources (Analyst) and localisation of central content.
- Support the delivery of events in collaboration with the PCM team.
- Proactively identify opportunities to drive engagement growth and innovation across various channels, staying ahead of industry trends and emerging technologies.

Campaign Delivery

- Lead team members to develop integrated campaigns across content, social, events and CRM.
- Leverage centrally and regionally created programmes where relevant.
- Engage external agencies where appropriate to deliver strategy and campaign assets.
- Manage the development of timelines, asset development, trafficking, approvals and despatch.


- Manage allocation within SNG budget.

- Monthly reporting on committed budgets, accruals and
remaining budget.


- Deliver a measurable uplift in key engagement metrics.
- In collaboration with the insights team, analyse in market performance across our brand and competitors to make compelling, insights-driven recommendations.

Team Leadership

- Lead four direct reports across the Engagement workstream.
- Lead development planning and quarterly review process.
- Participate in talent planning and calibration.

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