Mandai Wildlife Group is the steward of Mandai Wildlife Reserve, a unique wildlife and nature destination in Singapore that is home to world-renown wildlife parks which connect visitors to the fascinating world of wildlife. The Group is driving an exciting rejuvenation plan at Mandai Wildlife Reserve, adjacent to Singapore's Central Catchment Nature Reserve, that will integrate five wildlife parks with distinctive nature-based experiences, green public spaces and an eco-friendly resort.
Job Duties And Responsibilities
We are looking for a strategic and commercially minded digital leader to drive personalisation, discoverability and conversion across our digital ecosystem. This is an exciting opportunity to shape how millions of guests interact with Mandai through data-driven experiences that are relevant, seamless and measurable.
As the Senior Manager, Digital Experience & Personalisation, you will lead the strategy, optimisation and continuous evolution of Mandai's digital experiences across multiple platforms, working at the intersection of Product, Marketing, Analytics and Technology to deliver meaningful customer and business outcomes.
Lead Mandai's Digital Experience Strategy
Define and execute Mandai's personalisation and digital experience strategy to create engaging, customer-centric journeys across every stage of the guest lifecycle.
- Develop the roadmap for digital experience, personalisation and optimisation initiatives.
- Identify opportunities to improve customer engagement and business performance.
- Drive adoption of intelligent and data-driven customer experiences.
- Translate customer insights into scalable digital capabilities.
Drive Personalisation Across The Digital Ecosystem
Lead the design and enablement of personalised experiences across Mandai's digital touchpoints.
- Develop audience segmentation strategies.
- Define personalisation use cases and customer journeys.
- Partner with Product Managers to embed personalisation into digital products.
- Improve guest engagement through contextual experiences and recommendations.
Lead Content Optimisation & AI Discoverability
Build Mandai's discoverability strategy to ensure guests can easily find relevant content through search and emerging AI-powered experiences.
- Lead the Content Optimisation team.
- Establish content governance standards.
- Drive SEO and AI discoverability initiatives.
- Improve content quality and engagement across digital platforms.
Lead Conversion Optimisation
Own Mandai's Conversion Rate Optimisation (CRO) strategy to improve digital performance and commercial outcomes.
- Lead experimentation and A/B testing programmes.
- Improve digital customer journeys.
- Optimise conversion funnels and engagement.
- Partner with Commerce teams to identify revenue growth opportunities.
Build Measurement & Insights Capabilities
Lead the design and enablement of personalised experiences across Mandai's digital touchpoints.
- Develop audience segmentation strategies.
- Define personalisation use cases and customer journeys.
- Partner with Product Managers to embed personalisation into digital products.
- Improve guest engagement through contextual experiences and recommendations.
Lead And Develop High-Performing Teams
Lead a multidisciplinary team responsible for Content Optimisation & Discoverability and Conversion Optimisation.
- Coach and develop team members.
- Build future digital capabilities.
- Foster a culture of experimentation and continuous improvement.
- Drive collaboration across Product, UX/UI, Marketing, Analytics and Technology teams.
Collaborate Across The Business
Act as the business owner for digital experience capabilities, partnering with stakeholders across the organisation to deliver integrated customer experiences.
- Align business priorities with customer needs.
- Manage external agencies and technology partners.
- Facilitate strategic workshops and governance meetings.
- Influence senior stakeholders through data and customer insights.
Job Requirements
- 8–10 years of experience in digital experience, digital product management, personalisation, digital marketing, e-commerce or customer experience.
- At least 3–5 years of people leadership experience managing cross-functional teams and digital specialists.
- Proven success delivering digital experience optimisation, customer engagement or conversion improvement initiatives across web, mobile and digital platforms.
- Experience leading digital transformation, optimisation or personalisation programmes within a multi-channel environment.
- Experience working collaboratively with Product, Technology, Marketing, Analytics and external partners to deliver digital initiatives at scale.
