Marketing Executive (Customer Engagement)

Role Summary We are looking for a proactive and commercially minded Customer Engagement Executive to strengthen how customers connect with 20dB Hearing, from first enquiry to follow-up and long-term engagement. This role sits within the Marketing team and plays an important part in turning campaign interest into meaningful customer action through timely response, accurate CRM discipline and thoughtful communication. It is a strong fit for someone who enjoys customer engagement and wants to grow into wider marketing exposure such as CRM, campaign support, digital communication and customer insights. Key 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 or enquiry-only customers to support reactivation, appointment conversion and a stronger customer journey. • Support campaign and retail readiness by coordinating customer lists, follow-up actions, appointment-related updates and engagement activities. • Maintain accurate customer records, remarks and engagement history to support reporting, journey visibility and future marketing actions. • Assist in loyalty, referral, testimonial, review and customer feedback initiatives that strengthen trust, retention and brand advocacy. • Work closely with Marketing, Retail and Operations to ensure customer communication remains clear, timely and aligned with brand standards. Job 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, telemarketing, CRM, customer service, campaign support or marketing operations. • Confident communicator with a warm, professional and persuasive style. • Organised, detail-oriented and comfortable managing follow-ups, customer records and simple reports. • Good command of English, Mandarin or other local languages will be an added advantage. • Comfortable using Microsoft Office, CRM systems and digital communication tools. • Positive, curious and open to learning across customer engagement, CRM and broader marketing work.