Manager / Assistant Manager (Engagement & Operations), Culture Pass Office

The Culture Pass Office is a newly established inter-disciplinary department within MCCY, leading a national initiative to foster cultural engagement among targeted communities. This role develops engagement strategies, manages operations, and ensures excellent customer experience across all touchpoints.

1. Engagement & Outreach • Drive awareness and participation in Culture Pass among cultural partners and the public • Develop targeted engagement plans for arts, heritage, and cultural partners ranging from major institutions to grassroots groups • Design outreach strategies for specific demographics (youths, families, seniors, digitally less engaged communities) based on their needs and preferences • Lead offline outreach including roadshows, neighbourhood pop-ups, and partnerships with grassroots networks • Coordinate with internal departments and external partners for seamless service delivery 2. Partnership & Event Management • Identify and cultivate strategic partnerships with cultural institutions, brands, and community organisations to amplify Culture Pass reach • Conceptualise, plan, and execute conversion-focused events including on-ground activations and community activities • Manage event logistics and optimise experiences to maximise sign-up rates 3. Operations & Customer Service • Oversee helpdesk operations ensuring prompt response and escalation • Develop helpdesk protocols, scripts, and quality assurance measures • Maintain high customer service standards across all touchpoints • Draft responses to citizen enquiries and implement feedback mechanisms • Monitor KPIs and implement continuous improvements 4. Risk Management & Administration • Identify operational risks and develop mitigation strategies • Create SOPs and maintain proper documentation for audits • Provide secretariat support including meeting coordination and record-keeping

Experience: • 3-5 years relevant experience, preferably in public sector Key Competencies: • Excellent written and oral communication skills • Strong analytical abilities with data interpretation skills • Project management proficiency and multitasking capability • Stakeholder engagement and relationship-building skills Personal Attributes: • Customer-centric team player • Innovative problem-solver with adaptable approach • Results-oriented with strong time management • Proactive and resourceful in addressing challenges