Senior Manager, Customer Platforms Commercialization

Senior Manager, Customer Platforms Commercialization

Manulife is on a bold journey to transform into a digital, customer-centric market leader, embodying our mission: “Decisions made easier. Lives made better.” Our five strategic priorities are:

• Portfolio Optimization
• Expense Efficiency
• Accelerate Growth
• Digital, Customer Leader
• High-Performing Team

The “Digital, Customer Leader” priority is pivotal to our ambition and mission, focusing on enhancing customer experiences through digitization and innovation. We aim to put customers first and leverage digital platforms to drive business value and growth. Manulife has made significant progress in digitalizing our business, investing in customer and distributor-facing solutions, automating legacy backend processes, and fostering a customer-centric culture, which has led to substantial improvements in NPS. The Customer Platforms Commercialization team spearheads the strategy to harness opportunities for customer acquisition and engagement through the latest digital marketing trends and technologies.

As a Senior Manager of Customer Platforms Commercialization, you will play a crucial role in advancing our digital, customer-centric mission. You will be responsible for enhancing customer experiences and driving purchase intent through digitization and personalization. Additionally, you will lead the strategic revamp of digital platforms to encompass overall customer engagement, with health and rewards as the backbone.

Position Responsibilities:

• Lead and drive platform revamp projects by collaborating with Marketing (Growth & Acquisitions, Customer Engagement & Partnership, Customer Proposition, Customer Experience, Brand Activation & Insights), Operations, Distributions, and other internal stakeholders to deliver growth, including customer acquisitions and engagements, and enable revenue uplift.
• Manage customer journey design, conduct research reviews, secure approvals for regulatory requirements and internal governance, identify potential gaps, and implement corrective actions for projects.
• Collaborate with the MarTech team to enable data-driven analytics and segmentation, translating qualitative and quantitative data into actionable insights to drive traffic, engagement, and conversion through customer platform activations.
• Manage revamp projects from preparing clear user requirements to defining implementation priorities and conducting post-implementation reviews/monitoring.
• Define and execute appropriate project governance, ongoing content management protocols, and map out project dependencies to inform the necessary sequence of development.
• Manage operational risks, including identification, assessment, mitigation, and reporting.

Required Qualifications:

• Minimum 8 years of experience as a digital product owner, with a track record in digital project management as a business owner.
• Strong knowledge and hands-on experience with Adobe Experience Platform is essential.
• Proficiency in digital platform data analytics, demonstrating the ability to define data structures, analyze data and deliver actionable insights.
• Experience in customer research and the application of customer-based design principles across omni-channel experiences.
• Proven ability to work independently and collaboratively across departments, with an entrepreneurial team spirit and a focus on health-related customer engagement.
• Ability to work with a multidisciplinary team comprising marketers, product managers, technologists, operations and distributions.
• Experience in financial services is advantageous, with a background in digital transformation and marketing technologies.
• Excellent command of written English and Chinese.

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 recruitment@manulife.com.

Working Arrangement

Hybrid

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