Marketing & Customer Engagement Executive

Role Summary

We are looking for a proactive, commercially minded Marketing & Customer Engagement Executive to own and strengthen how customers connect with 20dB Hearing, from first enquiry and appointment conversion to follow-up, retention and advocacy.

Customer engagement remains at the heart of the role, supported by disciplined CRM management, thoughtful communication and close coordination with Marketing, Retail and Operations. The role also contributes hands-on support across ground activations, content management and digital execution.

It is an exciting opportunity for someone who enjoys customer engagement and wants broader marketing exposure across campaign support, social media, website and SEO execution, performance marketing, retail marketing, partnerships and PR.

Job Responsibilities

• Manage customer enquiries and follow-ups across phone, WhatsApp, email, social media and other assigned channels with professionalism and care.
• Respond to new enquiries within agreed timelines and ensure every lead is properly logged, updated and tracked in the CRM system.
• Follow up with pending, inactive, no-show, enquiry-only and past customers to support appointment conversion, reactivation, retention and repeat visits.
• Conduct post-visit and satisfaction follow-ups, capture customer feedback and identify opportunities to improve the customer journey.
• Maintain accurate customer records, remarks and engagement history to support reporting, journey visibility and future marketing actions.
• Support loyalty, referral, testimonial, review and customer feedback initiatives that strengthen trust, retention and brand advocacy.
• Plan and coordinate ground activations, roadshows, community outreach and retail marketing activities, including customer lists, appointments and on-site readiness.
• Manage day-to-day content coordination and execution across social media, website and SEO, ensuring content is accurate, timely and aligned with the brand.
• Support campaign planning and execution, performance marketing activities, content calendars, asset coordination and post-campaign reporting.
• Assist with partnerships, PR, media coordination, brand storytelling and collaboration with agencies, vendors and community organisations.
• Track customer and marketing activity results, consolidate insights and recommend practical improvements to conversion, engagement and execution.
• Work closely with Marketing, Retail, Clinics and Operations to deliver a seamless customer journey and execute assigned initiatives reliably.

Job Qualifications / Requirements

• Diploma or Bachelor’s degree in Marketing, Business, Communications, Customer Experience or a related field.
• Preferably 2 to 5 years of experience in customer engagement, CRM, customer service, campaign execution or marketing operations.
• Confident communicator with a warm, professional and persuasive style, comfortable engaging customers by phone and digital channels.
• Hands-on exposure to social media, website content, SEO, campaigns, activations or retail marketing will be an advantage.
• Organised, detail-oriented and able to manage follow-ups, content schedules, customer records and simple performance reports.
• Good command of English. Mandarin or other local languages will be an added advantage.
• Comfortable using Microsoft Office, CRM systems, content platforms and digital communication tools.
• Positive, curious and willing to learn across customer engagement, performance marketing, retail marketing, PR and broader marketing work.