Senior Manager, Customer Platforms Commercialization

Job description

**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.

**Acerca de Manulife y John Hancock**

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite http://www.manulife.com .

**Manulife es un empleador que ofrece igualdad de oportunidades**

En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com .

**Modalidades de Trabajo**

Híbrido

Required Skill Profession

Other General