Manager, Digital Platforms & Community

NUS Office of Alumni Relations (OAR)

The Office of Alumni Relations (OAR) nurtures lifelong relationships and strengthens bonds with local and overseas alumni from the University’s 390,000-strong alumni community.

The Digital Platforms & Community Manager manages user onboarding and training for the NUS Alumni CRM and Alumni Community Platform, and is responsible for driving adoption and user engagement. The position will also serve as the primary liaison between users and technical teams troubleshoot issues and implement system enhancements based on user feedback. This position ensures our digital platforms effectively support the NUS alumni network.

Job Description

Systems Onboarding & User Training

• Design, develop, and deliver comprehensive onboarding programs and training materials for the Alumni CRM and the Alumni Community Platform.
• Conduct regular training sessions and workshops tailored to distinct user groups, including NUS staff and alumni.
• Create and maintain a centralised repository of user guides, FAQs, and best-practice documentation to support self-service troubleshooting.
• Monitor user adoption metrics across all platforms and proactively identify areas where additional training or support is needed.

Alumni Community Management

• Serve as the primary Community Manager for the Alumni Community Platform, fostering a vibrant, engaged, and supportive digital environment for NUS alumni.
• Develop and execute community engagement strategies, including initiating discussions, highlighting alumni achievements, and promoting networking opportunities.
• Monitor platform activity, moderate user-generated content to ensure alignment with NUS community guidelines and provide prompt support to alumni inquiries.

Technical Liaison & System Enhancement

• Act as the primary bridge between end-users (staff and alumni) and both NUS technical teams and external vendors.
• Gather, analyse, and document user feedback and pain points to identify opportunities for system improvements and workflow optimisations.
• Collaborate with NUS IT and vendors to troubleshoot technical issues, test new features, and roll out system upgrades or enhancements seamlessly.

Qualifications

Education & Experience

• Bachelor’s degree in Information Systems, Communications, Business Administration, or a related field.
• Minimum of 3–5 years of professional experience in systems administration, user training, community management, or digital platform management.
• Proven experience working with CRM systems.
• Prior experience managing or moderating an online community platform.

Technical & Professional Skills

• Strong technical aptitude with the ability to quickly master new software platforms and translate complex technical concepts into user-friendly training materials.
• Excellent written and verbal communication skills, with the ability to engage diverse audiences ranging from technical IT staff to alumni and senior stakeholders.
• Demonstrated ability to manage vendor relationships and collaborate effectively with cross-functional technical teams.
• Strong analytical and problem-solving skills, with a proactive approach to identifying system inefficiencies and proposing solutions.
• High level of empathy and customer-service orientation to effectively support and grow the alumni community.