Customer Journey and Marketing Executive

This hybrid role combines marketing campaign management with customer journey coordination and process improvement. You will help generate customer interest, then ensure confirmed opportunities move through the organisation with clear handovers, timely follow-up and fewer avoidable issues.The customer experience component is not primarily a high-volume enquiry-handling role. You will oversee customer progress, step in where human judgement or coordination is needed, and help develop the workflows, tools and automation required to reduce repetitive work over time.The two areas of responsibility are expected to remain broadly balanced, although the emphasis may shift according to campaign schedules and operational needs.This role suits someone who takes initiative and is committed to continuous learning and improvement, and enjoys broad exposure to marketing, customer experience, operations and workflow improvement. Key ResponsibilitiesDigital Marketing Campaign ManagementPlan, launch and manage paid campaigns across Google Ads, Meta platforms and TikTok.Propose budgets, and manage campaign, targeting, bidding, audience segmentation and campaign schedules.Monitor campaign performance against agreed objectives such as enquiries, leads, appointments, conversions and cost per acquisition.Optimise campaigns through ongoing testing of audiences, messaging, creatives, placements and offers.Review platform and algorithm changes and adjust campaign strategies where necessary.Identify underperforming campaigns and take corrective action based on data.Coordinate campaign content, promotional materials, landing pages and related assets with internal or external parties.Ensure tracking mechanisms, campaign links and conversion data are properly maintained.Prepare regular campaign reports with clear findings, recommendations and next actions.Maintain accurate records of campaign activity, expenditure, performance and learnings.Use customer enquiries and sales feedback to improve targeting, messaging and campaign quality.Support organic social-media content and platform activity where relevant to campaign objectives.Customer ExperienceAttend to customer calls and enquiries promptly and professionally.Understand customer needs and assign customers to the appropriate product specialist.Provide customers with clear information regarding products, appointments and next steps, or escalate correctly.Create and maintain Operating Standards, Templates and Playbooks for customer interactions.Coordinate with internal teams and vendors monitor production statuses and to resolve customer issues or delays.Maintain accurate customer, lead and communication records.Identify recurring customer questions or objections that may inform future campaign content and messaging.RequirementsFluent in English and conversant in Mandarin to communicate with Mandarin-speaking customers and vendorsProficient in Microsoft Excel and Word, and other office productivity tools.Good written communication and keen attention to detail.Demonstrated experience with customer communication and stakeholder-coordination skills.Relevant SkillsHands-on experience managing paid campaigns on Google Ads and Meta platforms as well as familiarity with TikTok advertising, TikTok Shop or similar social-commerce platforms would be advantageous.Able to make practical optimisation recommendations based on campaign data.Comfortable being accountable for advertising budgets and campaign performance.Familiarity with analytics, reporting dashboards, tracking links or conversion measurement tools.Able to balance campaign deadlines with customer-facing responsibilities.Prior experience in digital marketing, performance marketing, e-commerce or lead-generation campaigns.What We OfferA key role in driving the execution and performance of digital marketing campaigns.Direct exposure to customer behaviour, sales feedback and conversion outcomes.Opportunities to improve both marketing performance and the customer journey.