MARKETING AND CUSTOMER SUCCESS MANAGER

Job Overview

GR Optimal Pte. Ltd. is seeking a Marketing and Customer Success Manager to lead the company’s marketing, business development support and client relationship functions. The company provides business operations, process improvement and automation services to clients in Singapore, Australia and New Zealand, supported by a delivery team in the Philippines.

The role is responsible for developing and executing marketing initiatives that generate qualified business enquiries, managing the client pipeline and CRM, and overseeing client onboarding, ongoing relationship management and service performance. The successful candidate will work across marketing, sales and service delivery to strengthen client engagement, improve retention and identify opportunities to expand services with existing clients.

Key Responsibilities

· Develop and implement the company’s marketing strategy, including brand positioning, website content, digital campaigns and other marketing initiatives, to generate new client enquiries in Singapore, Australia and New Zealand.

· Manage the sales pipeline and customer relationship management (CRM) processes, tracking prospects from initial enquiry through proposal, negotiation and signed engagement.

· Plan and produce marketing materials, proposals, case studies, client communications and campaign content that communicate the company’s business operations, process improvement and automation services.

· Develop targeted marketing campaigns for relevant client segments and monitor campaign effectiveness, lead generation and conversion performance.

· Manage marketing automation tools and workflows to support lead nurturing, follow-ups and consistent client communications.

· Lead client onboarding by clarifying requirements, agreeing service scope, setting service levels and establishing performance measures.

· Serve as the main point of contact for clients after onboarding, maintain strong working relationships and conduct regular service and performance reviews.

· Coordinate with the company’s delivery team in the Philippines to monitor service standards, resolve client issues and ensure that agreed deliverables and timelines are met.

· Identify opportunities to retain and grow existing accounts, including opportunities to extend service scope or introduce additional business operations and automation solutions.

· Prepare regular management reports on marketing activities, lead pipeline, campaign results, client retention, client satisfaction and service performance.

· Work collaboratively with management and operational stakeholders to improve the end-to-end client journey, from initial enquiry and engagement to service delivery and ongoing account development.

Requirements

· A bachelor’s degree in Marketing, Business, Communications, Management or a related discipline; candidates with a relevant quantitative or other degree and strong applicable experience may also be considered.

· Substantial relevant experience in marketing, customer success, client relationship management, business development support or a related function.

· Experience planning and executing marketing campaigns across digital channels, including website, content, email marketing and social media.

· Hands-on experience managing CRM systems, sales pipelines, marketing automation and campaign performance reporting.

· Strong client-facing skills, including experience with client onboarding, account management, service reviews and issue resolution.

· Ability to coordinate with cross-functional and offshore teams to support service delivery and meet agreed client expectations.

· Strong written and verbal communication skills, with the ability to prepare proposals, marketing materials, reports and client-facing documents.

· Strong analytical and organisational skills, with the ability to interpret campaign and client performance data and translate findings into practical improvements.

· Ability to manage multiple priorities independently and work with stakeholders across Singapore, Australia, New Zealand and the Philippines.

Preferred Experience

· Experience in financial services, mortgage broking, business process outsourcing, business operations or professional services.

· Experience supporting marketing and client relationships for services delivered by onshore and offshore teams.

· Experience improving client journeys, customer retention, account growth or service performance through structured review processes.

· Experience using marketing automation and reporting tools to improve lead management, follow-up and campaign measurement.