Customer Communications Marketing Manager

Are you passionate about Marketing and exploring the intersectionality between finances and health? Do you want an opportunity to make a strong and immediate impact that can be clearly tied to our business results and better outcomes for our customers? If so, this role may be the right fit for you. 

The Customer Communications Marketing Manager role is responsible for helping drive our bold ambition to be coming a Digital Customer Leader as well as executing against the engagement strategy to drive healthier outcomes for our business and our policy holders. This role is deeply focused on communicating with our customers in a clear, empathetic, and impactful way, ensuring that every interaction builds trust and strengthens relationships.  A majority of the individual’s time will be spent collaborating with stakeholders from across the organization including Operations, Inforce, and the larger Marketing organization and developing and delivering on the tactical plans to drive adoption and engagement.  This position is responsible for managing campaigns and “evergreen” marketing initiatives in both digital and traditional mediums, as well as understand how to optimize and drive results.  

The role is part of the larger John Hancock Insurance Marketing Team, which owns the strategy and execution for product launches, firm (B2B) relationships, sales enablement, Vitality member engagement, and life insurance inforce projects. The Insurance Marketing team is part of a larger marketing organization including Brand, Human Centered Design, Digital, Analytics and Integrated Production. The teams work closely together to tell the John Hancock story, create connected customer experiences, and demonstrate the business value of marketing.    

*Please include a portfolio sample in your application for this role.

Position Responsibilities:

• Develop and drive recommendations that align to business objectives and ultimately achieve positive outcome for customers

• Strong coordination across teams to execute go-to-market tactics 

• Establish strong working relationships across organization

• Managing the day-to-day marketing projects and operational processes such as compliance review, material creation and job tracking within our internal workflow management system and surfacing and addressing any blockers 

• Presenting regular project updates to internal business owners 

• Ability to develop and execute against a marketing plan 

• Bring a ‘digital-first’ mindset to all work, driving key initiatives such as registrations for our storefronts and paperless adoption

• Bring an innovative mindset, looking at what’s new from competitors and in the larger industry and challenge the traditional way of doing things and embrace a culture of continuous improvement 

The Candidate

The ideal candidate will have strong transferable skills in the health and financial space with a real passion for bringing engaging, best-in-class experiences to life for our customers. This means bringing an innovative mindset in driving engagement, adoption metrics and ultimately results. B2B2C experience and B2C expertise will be particularly useful in this role as it is heavily focused on not only our policy holders but an overall eco-system of care providers. Ability to work quickly and incorporate insight into the communications is a must.  

Required Qualifications:

• 5-10 years of D2C marketing experience in heavily regulated industries (Financial Services, Healthcare etc.).

• Bachelor's degree is required and advanced degrees are a plus.

• Excellent project and time management skills with the ability to juggle multiple priorities and meet challenging /overlapping deadlines. 

• Basic understanding and ability to learn and/or prior experience with email automation platforms (e.g., Marketo).

• Forward-thinking ideation on how to drive adoption, utilizing test and learn strategies and tactics. 

• Quickly coming up the learning curve for the Insurance business, our Inforce block, and how to create better health outcomes and understanding the long-term care space. 

• Works independently, while providing key updates to the working team and leadership team. 

• Strong relationship building skills and ability to influence. 

• Comfortable with analytics and measurement frameworks with a bias towards action. 

• Excellent writing, verbal, and analytical skills. 

• Owner mindset. 

Preferred Qualifications:

• LTC, life insurance or care facility experience is a plus. 

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.

#LI-JH 
#LI-Hybrid 
 

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].

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

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