Client Experience Executive/Manager (SkillsFuture Programmes)

Job Description

The Client Experience Executive/Manager is responsible for delivering a high-quality end-to-end learner and client journey across SkillsFuture Singapore (SSG)-funded programmes and executive education offerings. The role ensures seamless engagement for individual learners, corporate clients, and government stakeholders while supporting programme delivery, funding compliance, and learner satisfaction. This role enhances learner retention and improves programme experience aligned with SkillsFuture Singapore objectives.

Key Responsibilities

Client & Learner Experience Management

. Manage learner journey fromenquiry to post-course follow-up

. Primary contact for learners and corporate clients

. Ensure service quality across all touchpoints

. Handle escalations and service recovery

. Improve learner satisfaction and NPS

SkillsFuture Programme Operations

. Support SSG-funded course administration and documentation

. Ensure compliance with SkillsFuture Singapore requirements

. Coordinate scheduling and logistics

. Support audits and funding claims

Stakeholder Engagement

. Manage relationships with learners, corporate clients, and agencies

. Support corporate L&D engagement

. Coordinate with trainers and internal teams

. Build cross-functional partnerships

Customer Success & Retention

. Drive learner retention and progression

. Support cross-selling of programmes

. Support marketing and outreach

. Identify growth opportunities

Digital & CRM Management

. Manage CRM systems and learner data

. Analyse engagement trends

. Support communication automation

. Work with marketing on campaigns

Continuous Improvement & QA

. Collect learner feedback

. Improve service design

. Support QA and audits

. Recommend process improvements

Requirements

Education

Bachelor's degree in Business, Education, Marketing, Communications, or related field

ACLP or DDDLP certification is an advantage

Experience

. 5+ years in customer experience, education operations, or training environment

. Experience with SkillsFuture or CET programmes preferred

. Experience in higher education or executive education institutions

Skills & Competencies

. Client experience / customer success management

. Stakeholder engagement

. Programme administration

. CRM systems and reporting

. Knowledge of SkillsFuture Singapore ecosystem

. Adult learning principles

. Strong communication and problem-solving

Key Performance Indicators (KPIs)

. Learner satisfaction (NPS /CSAT)

. Enrolment and retention rates

. SSG compliance accuracy

. Response time to learners

. Corporate client retention

. Audit performance

Desirable Attributes

. Familiarity with SkillsFuture ecosystem

. Exposure to university lifelong learning academies

. Ability to work across academic and commercial environments