This role is responsible for driving the growth strategy and customer value proposition across key market segments, turning customer insights into innovative solutions that deliver measurable business impact. Partnering closely with Product, Distribution, Customer Experience, Brand, and Analytics teams, you will lead initiatives that strengthen customer engagement, loyalty, and long-term portfolio growth while shaping the future of our customer experiences.
Position Responsibilities:
- Segment Growth Strategy: Own the growth agenda for customer segments, including target customers, needs, value pools, competitive positioning, portfolio economics and strategic growth priorities.
- Integrated Proposition Ownership: Lead the design and ongoing optimization of propositions spanning products, services, experiences, partnerships, channels and engagement.
- Commercial Strategy & Investment Governance: Develop segment economics, investment cases and commercialization strategies, and track expenditure, returns and benefits realization against agreed outcomes.
- Go-to-Market & Distribution Activation: Align channel strategy, customer journeys, proposition narratives, sales enablement and activation plans to drive adoption and conversion.
- Segment Performance & Customer Value: Drive acquisition, activation, cross-sell, upgrades retention and engagement, with clear focus on portfolio contribution, customer lifetime value and sustainable segment growth.
- Segment Performance Management: Lead regular segment performance reviews covering customer growth, proposition adoption, portfolio economics, investment outcomes and benefits realization; recommend corrective action or further investment.
- Enterprise Delivery Leadership: Coordinate cross-functional delivery across Product, Distribution, Customer Experience, Brand, Analytics, Operations, Technology, Finance, Legal, Compliance and Risk.
- Market & Customer Insight: Use customer analytics, market developments and competitor activity to identify unmet needs and future growth opportunities.
Required Qualifications:
- Bachelor's Degree in Business, Marketing, Finance or a related discipline.
- 8 - 10 years of experience in segment management, proposition strategy, customer growth, product strategy or financial services.
- Demonstrated experience developing business cases, commercializing propositions and delivering measurable growth outcomes.
- Strong understanding of customer segmentation, lifecycle management, distribution channels and financial services products.
- Proven ability to lead complex cross-functional initiatives in a matrixed organization.
- Experience using customer, market and performance insights to guide investment and optimization decisions.
Preferred Qualifications:
- Highly analytical with the ability to leverage customer insights, market trends, and performance data to identify growth opportunities and optimize business performance.
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 hr@manulife.com.
Hybrid