About Us:
We are a growing, agile healthcare group dedicated to modernizing primary care and improving preventive care in Singapore. By integrating essential family medicine with primary care diagnostic and intervention services — we deliver accessible and patient-centric care throughout Singapore.
The Role:
We are seeking a strategic, people-focused and empathetic Customer Engagement & Experience Manager. You will drive brand awareness and customer loyalty, utilization of our clinical and health services and community health programs. Your goal is to transform the patient journey for better experience and health, build community trust, and position our centres as the preferred stop for holistic primary and preventive care. You will bridge our clinical services and the community with impactful communication and engagements campaigns and seamless patient experience across both online and in-person settings.
Key Responsibilities:
- Service Promotion: Develop specific marketing and communication strategies to promote our clinical, health and wellness capabilities to patients, interest groups and the wider community.
- Community Outreach: Organize and execute community health programmes and engagement events to embed our brand into the community.
- Campaign Management: Plan, execute, and track multi-channel communications and marketing campaigns (digital, social media, email and local community outreach) to promote our services and programs.
- Patient Journey: Design and optimize end-to-end patient experiences, ensuring patient touchpoints are intuitive, empathetic and truly enable seamless patient-centric care
- Customer Engagement: Own and optimize our direct-to-consumer (B2C) touchpoints, including our patient portal, website, feedback and communication channels and mobile engagement tools to nurture patient relationships and build positive care partnerships
- Agency & Vendor Management: Onboard, brief, and manage external creative agencies, marketing and communication vendors for optimal brand impact and social awareness.
- Regulatory Compliance: Ensure all communications, vendor deliverables and online advertisements strictly adhere to Singapore's healthcare advertising regulations (HCSA/MOH), patient data privacy laws (PDPA) and other relevant regulations.
Qualifications:
- Bachelor's degree in marketing, communications, healthcare administration, or other related fields.
- 3–5 years in B2C marketing, customer engagement or patient engagement. Experience in primary and community care setting will be advantageous.
- Highly empathetic communicator capable of translating complex clinical services into relatable, accessible language for diverse patient demographics.
- Proven track record in managing digital platforms, customer communication tools (e.g., HubSpot, Braze, WhatsApp Business API), CRM software (e.g., Salesforce, HubSpot) and digital marketing platforms.
- Proven experience managing internal stakeholders, external agencies, creative vendors, and service contractors.
- Strong capability in managing multi-channel campaigns (digital, hyper-local print, and community events).
- Thrives in a dynamic, fluid and fast-paced environment with a demonstrated ability to independently manage multiple projects together.
