Assistant Manager/Manager, Customer Experience & Fulfilment

COMPANY DESCRIPTION

The National Volunteer & Philanthropy Centre (NVPC) is the steward of the City of Good vision for Singapore, where individuals, organisations, and leaders come together to give their best for others. Through our brands, programmes, and initiatives, we facilitate partnerships with non-profits, organisations, public sector bodies, and individuals to enliven the giving ecosystem within Singapore. We invite you to join us in building a #CityofGood together.

The Assistant Manager / Manager, Customer Experience & Fulfilment shall assist to drive end-to-end donor and volunteer lifecycle engagement for Giving.sg platform managed by NVPC. The role exists to increase donor and volunteer lifetime value through data-driven engagement strategies, while ensuring seamless fulfilment operations across donations, campaigns, corporate giving and volunteer experiences. This role contributes directly by strengthening trust, retention and platform growth without over-reliance on paid acquisition.

RESPONSIBILITIES

Lifecycle Engagement & Retention Growth

• Design and optimise donor and volunteer lifecycle journeys (onboarding to repeat participation and advocacy)
• Implement data-driven segmentation and targeted engagement strategies
• Develop and execute retention and win-back initiatives to reduce churn and grow recurring participation
• Collaborate with internal stakeholders to improve journey conversion points

Data Insights & Value Optimisation

• Analyse behavioural and transactional data to identify growth opportunities
• Develop and monitor LTV (lifetime value) and engagement dashboards
• Translate insights into actionable recommendations to increase donation frequency, average value and campaign conversion
• Provide quarterly insight reports to internal stakeholder for opportunistic growth strategy

Fulfilment & Experience Excellence

• Oversee donation processing integrity, volunteer registration workflows and SLA (service level agreement) adherence
• Ensure timely issuance of receipts and acknowledgements
• Lead service recovery and escalation management
• Identify and resolve friction points in platform flows in collaboration with internal teams

QUALIFICATIONS

• Bachelor's degree in Business, Marketing, Data Analytics, or a related discipline
• Strong analytical and data interpretation skills
• Knowledge of lifecycle marketing and LTV modelling
• Experience managing SLA-driven operational workflows
• Stakeholder management and cross-functional collaboration capability
• Understanding of digital payment flows and platform user experience principles
• Expertise and experience in Zendesk Customer Management Platform is preferred; experience with other CRM or service platforms is also beneficial
• Hands-on experience managing digital service platforms, CRM systems, and knowledge bases
• Skilled in customer journey mapping, service blueprinting, and experience design methodologies
• Excellent interpersonal and stakeholder engagement skills; experience working cross-functionally with diverse teams
• Familiarity with the non-profit, social impact, or public service sector is an advantage

Please note that your application will be sent to and reviewed by the direct employer - National Volunteer & Philanthropy Centre