Director - Customer Engagement

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The Opportunity
The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering our employees with the resources to solve critical problems for the future of our business, which is why we need you.

Manulife’s ambition is to become Singapore’s Digital Customer Leader, the Director of Customer Engagement role is responsible for helping us in significantly scaling our ability to provide data driven and personalized engagement with our existing customers, ensuring we are with them at every step of their insurance journey and make their Every Day Better.

This role will report to the Head of Digital Acquisition & Engagement, the Director of Customer Engagement

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit
- You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
- You thrive in teams, and enjoy getting things done together
- You take ownership and build solutions, focusing on what matters
- You do what is right, work with integrity and speak up
- You share your humanity, helping us build a diverse and inclusive work environment for everyone

**We are looking for someone with**:

- A results-driven professional with a university degree and minimum 8 years in a marketing leadership role, with experience in evaluating and implementing initiatives to meet the organization’s strategic objectives
- Proven experience in digital platform development and management across multiple platforms (iOS and Android)
- Experience in CRM / Marketing Automation platforms
- Advanced understanding and experience with ‘Digital’ and data driven design
- Understanding of statistical methods to facilitate targeting, segmentation, revenue generation, retention and marketing campaigns
- 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 services, delivery practice, COE or customer consulting
- Experience working with Agile methods

**On the job you will**:

- Support the design and delivery of our Customer Engagement strategy in conjunction with the Head of Digital Acquisition & Engagement and other team members.
- Be the Product Owner for our Behavioral Insurance platform MOVE and manage platform enhancements to drive further customer activation and engagement by designing and delivering on plans.
- Support broader customer engagement activity, including supporting the roll out and implementation of marketing automation across the organisation
- Perform ad-hoc analysis key segments and initiative performance and cascade learnings and recommendations to stakeholders.
- Support the build out of a partnership eco-system to further customer acquisition and engagement partnerships.
- Manage engagement activity to ensure key ROI thresholds are being met.
- 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.

**Our commitment to you**
- Our mission; to be a part of making Decisions Easier and Lives Better
- A leadership team dedicated to your growth and success
- A bold ambition and set of goals to be a leader in driving transformation in our industry
- Our best. Every day.

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer