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

[What the role is]

We are looking for a versatile individual to lead SWDA's lead fulfilment ecosystem, ensuring customers can seamlessly book and access our services while driving digital marketing campaigns that generate quality leads. This role combines system ownership, process optimisation and performance marketing to improve customer conversion across SWDA's touchpoints.

[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