Senior Manager, Strategic Relationship Management

About the role

This role drives employer and member engagement across online and offline channels, with a strong focus on programme effectiveness and continuous improvement. The incumbent plans and delivers engagement and education initiatives, evaluates performance and customer feedback, identifies improvement opportunities and turns insights into practical actions to enhance customer experience, strengthen relationships and support retention.

Key responsibilities

• Develop and run employer and member engagement initiatives such as educational programmes, seminars, webinars, wellness activities, campaigns and customer events.
• Manage end-to-end programme delivery, including planning, coordination, communications, logistics and stakeholder management.
• Measure and evaluate engagement effectiveness through participation, customer feedback, campaign performance and other data.
• Review engagement continuously to find gaps and improvement opportunities, and recommend practical enhancements.
• Use data and insights to refine engagement approaches and improve customer experience.
• Prepare analysis, management reports and presentations in Excel and PowerPoint for programme reviews, business planning and management decisions.
• Work with internal stakeholders so initiatives are practical, customer-driven and aligned with business objectives.
• Ensure activities comply with internal policies and regulatory requirements.

Required profile

• Degree in Business Administration, Marketing, Communications or a related discipline.
• Experience in customer engagement, relationship management, programme management, marketing or related fields.
• Experience planning and managing engagement activities, seminars, wellness programmes and corporate events for corporate customers and individual members is highly preferred.
• Strong stakeholder and project management skills, and the ability to coordinate several initiatives at once.
• Strong communication, presentation and interpersonal skills.
• Self-motivated, detail-oriented and able to work in a fast-paced environment.

Required skills

• Proficiency in Microsoft Office, especially Excel and PowerPoint.

What we offer

• A flexible working arrangement (hybrid).
• Support for learning and growth, recognition and well-being and inclusion.