The opportunity

This role is focused on the development of our digital customer experience in terms of providing expertise and consultation, leading the development teams and collaborating with internal and external stakeholders to ensure customer value is provided with each release. Manages specific large projects as assigned by the Senior Director; taking these projects from fact gathering through project design to completion. Key contributor to sales/retention efforts in terms of expertise and demonstrating the end customer experience. 

Responsibilities

Design and deliver the overall Acquisition, Engagement, and CRM strategy.Build a robust Digital Acquisition capability underpinned by digital marketing, lead nurturing, cross-selling/upselling to help connect prospective and existing customers with Manulife agents.Build a robust Engagement capability underpinned by marketing automation and advanced analytics capabilities to operationalize personalized and relevant outreach to existing customers and distributors to driver higher engagement.Manage digital marketing activity to ensure key ROI thresholds are being met.Own our Public Website (PWS), and marketing automation platforms and deliver continuous enhancements to improve performance and experience.Drive continued thought leadership on acquisition and engagement across the organization.Work closely with regional and local stakeholders on initiative co-creation and deliveryOverall budget and KPI management for the above responsibilities including management of various agency partnersCollaborate with GPMSS team to execute SEO and performance marketing to maximize organic leads as well as paid leads.

How will you create impact?

This position reporting to the Chief Marketing Officer to help Manulife achieve our ambition in achieving annual business KPIs and becoming a market leader in NPS and Digital Customer Leader including managing and growing talent within the Growth Marketing and Digital Assets.

What motivates you?

You obsess about customers, listen, engage and act for their benefit.You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.You thrive in teams and enjoy getting things done together.You take ownership and build solutions, focusing on what matters.You do what is right, work with integrity and speak up.You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

Bachelor’s or Master’s degree in Business Administration, Marketing or Digital MarketingA results-driven professional with minimum 8 years in a marketing leadership role, with experience in evaluating and implementing initiatives to meet the organization’s strategic objectives.Experience in Growth/Digital Marketing across multiple facets such as paid advertising, SEO and platform management in consumer finance/insurance industryExperience in CRM/ Marketing Automation platformsExperience in designing and implementing cross selling, upselling campaigns.Understanding of statistical methods to facilitate targeting, segmentation, revenue generation, retention and marketing campaigns.Understanding of Journey mapping, UX and UI design principles and best practicesExperience of managing and delivering results with third party vendorsExperience working in a shared service, delivery practice, COE or customer consultingExperience working with Agile methods

What can we offer you?

A competitive salary and benefits packages.A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.A focus on growing your career path with us.Flexible work policies and strong work-life balance.Professional development and leadership opportunities.

Our commitment to you

Values-first culture
We lead with our Values every day and bring them to life together.Boundless opportunity
We create opportunities to learn and grow at every stage of your career.Continuous innovation
We invite you to help redefine the future of financial services.Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

In Office