Customer Experience & Engagement Manager

About the role

The Customer Experience & Engagement Manager will lead the development and continuous improvement of communication channels and outreach programmes aimed at pre‑enlistees and their parents. This role ensures that all materials remain relevant, engaging and aligned with citizen‑centric service standards.

Key responsibilities

• Oversee creation, review and updating of communication channels and materials for pre‑enlistees and parents.
• Manage outreach programmes that inform and engage target audiences on pre‑enlistment and National Service topics.
• Operate and enhance the Central Manpower Base (CMPB) website, ensuring compliance with Whole‑of‑Government standards and operational requirements.
• Collaborate with internal and external stakeholders to redesign processes using Business Process Re‑engineering, Design Thinking and Service Blueprinting.
• Drive innovative communication strategies to keep the department’s public outreach effective across all platforms.

Required profile

• Education in Business, Mass Communication, Social Sciences or a related field (preferred).
• Relevant experience in communications, outreach or marketing (preferred).
• Strong interpersonal and communication abilities.
• Ability to balance diverse stakeholder perspectives.

Required skills

• Proficiency with design software.
• Coding knowledge.