Job Posting Description

Senior Manager, Customer Engagement and Digital Partnership 

Manulife has embarked on a bold ambition to transform into a digital, customer-centric market leader and live up to our Mission, ‘Decisions made easier. Lives made better.’ Our 5 Strategic Priorities are

• Portfolio Optimization

• Expense Efficiency

• Accelerate Growth

• Digital, Customer Leader

• High-Performing Team

Digital, Customer Leader, is one of the 5 strategic priorities driving the ambition and mission. The objective is to improve our customer experiences, using digitization and innovation to put customers first. This is because:

• Technologies are changing the way our customers interact with financial services providers

• New digital-first companies and agile start-ups are entering our competitive landscape

• Customers expect fast, easy, seamless and personalized service in every aspect of their lives

Manulife has made strong strides in digitizing our business investing in customers and distributor facing solution, automating legacy backend processes and building a customer centric culture which has lead in significant improvements in NPS. The Customer Engagement and Digital Partnership leads the development of customer engagement and loyalty program, where we will also continue to enhance ManulifeMOVE, to further exemplify our health engagement to broader spectrum in engaging customers as well as to support distribution through digital customer acquisition as well as identifies future products and partnerships that can accelerate our ambition in driving our strategy in growing customers and increase our protection product mix in conjunction with meeting customer Health and Protection needs, and to become the world’s most digital and customer centric company in our industry.

As a Customer Engagement and Digital Partnership Manager, you will play a crucial role in driving our digital, customer-centric mission forward. You'll be responsible for enhancing customer experiences through digitization and innovation, ensuring that our customers are at the heart of everything we do. Additionally, you will support the strategic revamp of the MOVE program to encompass overall customer engagement, with health as a backbone.

Position Responsibilities:

• Develop and execute customer engagement strategies to drive digital adoption and usage, with a focus on enhancing the overall customer journey and experience, using health as a backbone.

• Collaborate with cross-functional teams to identify and develop innovative loyalty programs that foster customer retention and advocacy, with a specific focus on health-related engagement.

• Lead the exploration and establishment of potential digital partnerships with external entities to expand our digital ecosystem and drive business growth, with a focus on health and wellness partnerships.

• Analyze customer data and insights to identify opportunities for improving engagement, adoption, and loyalty, specifically within the health and wellness space, and to inform strategic decision-making.

• Monitor industry trends and competitive landscape to identify opportunities for customer engagement and partnership development, to support overall business for brand exposure, new business opportunities, including but not limit lead program, loyalty program development, with the collaboration among different key stakeholders, also the focus on company-wide strategy for health and wellness initiatives.

• Build and maintain strong relationships with key stakeholders, ensuring alignment with business objectives and a customer-centric focus, and support the company wide strategic project and key initiatives.

Required Qualifications:

• Minimum 8 -10 years of relevant work experience in marketing, customer loyalty and engagement, or customer management, with a strong understanding of health and wellness initiatives.

• Proven ability to work both independently and collaboratively across departments, with an entrepreneurial team spirit and a focus on health-related customer engagement.

• Ability to work with a multi-disciplinary team comprising marketers, product managers, technologists, and operations, with a specific emphasis on health and wellness partnerships.

• Experience in financial services is a strong advantage, with a background in customer engagement and loyalty and business development being highly beneficial.

• Commercial acumen and the ability to identify value for customers, partners, and the company, with a particular focus on health and wellness initiatives, is essential.

• Competencies including a collaborative approach, compelling communication skills, an innovative mindset, business knowledge, excellence in execution, and a solution-focused approach, with a specific emphasis on health and wellness engagement.

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].

Hybrid