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. 

Position 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 delivery
• Overall budget and KPI management for the above responsibilities including management of various agency partners
• Collaborate with GPMSS team to execute SEO and performance marketing to maximize organic leads as well as paid leads.

Required Qualifications:

• Bachelor’s or Master’s degree in Business Administration, Marketing or Digital Marketing
• A 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 industry
• Experience in CRM/ Marketing Automation platforms

• Experience in designing and implementing cross selling, upselling campaigns.
• Understanding of statistical methods to facilitate targeting, segmentation, revenue generation, retention and marketing campaigns.

Preferred Qualifications:

• Understanding of Journey mapping, UX and UI design principles and best practices
• Experience of managing and delivering results with third party vendors
• Experience working in a shared service, delivery practice, COE or customer consulting
• Experience working with Agile methods

When you join our team

• We'll empower you to learn and grow the career you want
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words
• As part of our global team, we'll support you in shaping the future you want to see

 

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 [email protected].

In Office