Customer Experience Manager

About the role

The Customer Experience Manager will elevate customer experience through insight‑led, seamless engagement, partnering with commercial teams and cross‑functional stakeholders across digital and omnichannel channels.

Key responsibilities

• Develop and execute a comprehensive digital strategy to boost brand awareness, engagement and customer acquisition.
• Conduct research and analysis to identify digital marketing trends and opportunities.
• Collaborate with cross‑functional teams to align digital marketing goals with overall business strategy.
• Create and manage campaigns across social media, SEM, email and content marketing.
• Monitor performance, make data‑driven optimisations and ensure regulatory compliance.
• Manage online presence including websites and social profiles.
• Partner with agencies and technology providers to implement digital initiatives.
• Design learning and development programmes to strengthen customer‑centric capabilities.

Required profile

• University degree (MBA a plus); 2–5 years experience in customer experience, omnichannel engagement, digital marketing or consulting; pharmaceutical experience a plus.
• Strong customer‑centric mindset, curiosity, learning agility and ownership.
• Excellent oral and written communication in Mandarin and English.
• Project management experience preferred.

Required skills

• Content strategy and creation, copy editing, SEO.
• Social media management and advertising.
• Digital marketing platforms, email marketing, SEM.
• Analytics tools: Google Analytics, Adobe Analytics.
• AI tools for performance tracking and automation.
• Data analysis, marketing insights, analytics dashboards.