Head of Customer Advocacy

About the Role

We are seeking a highly skilled Head of Customer to join our team at Company 28 - Manulife (International) Limited. As a key member of our leadership team, you will be responsible for driving the delivery of our Customer Ambition and supporting teams in developing programs and roadmaps for bringing strategic initiatives to bear across our businesses.

The Head of Customer will serve as the internal trusted advisor in setting the strategic direction of our Customer organization, providing strategic thought leadership, and advocating new ways of working through change transformation. You will work closely with our Marketing Leadership team to develop executional roadmaps to deliver on our Annual plan and priorities.

The role requires a strong business acumen and highly developed communication and relationship skills. You will be responsible for developing high impact strategies in partnership with business/functional leads and executing on strategic projects to drive profitable growth.

Key Responsibilities

• 
  
• Develop high impact strategies in partnership with business/functional leads and execute on strategic projects to drive profitable growth
  
• Partner with the Marketing Leadership Team to develop executional roadmaps to deliver on the Annual plan and priorities
  
• Clearly define the team mission and positioning within the organization and ensure that this is well understood by and communicated to all key business stakeholders
  
• Support the CMO in driving connectivity across all the marketing functions to ensure that the Marketing team is connected on strategy and executional plans
  
• Provide guidance to CMO's on new strategies and marketing changes
  
• Spearhead development of HK Marketing's growth strategy to maximize commercial value
  
• Size new growth opportunities and identify priorities and initiatives to execute as go-forward strategy, with defined success metrics across financial and non-financial performances
  
• Lead teams and/squads on high level, net new strategic priorities and projects stemming from HK marketing and growth strategies
  
• In partnership with the CMO and Marketing team leaders, integrate and roll out local and regional marketing programs & mandates
  
• Build strong relationships with Marketing partners across distributions, product, operations, technology, finance, and HR
  
• Drive the clear and engaging communication of the strategy throughout the organization to ensure effective strategic dialogue and timely updates on quarterly results and progress of strategic initiatives
  
• Oversee strategic finance planning, budgeting and expense management for financial optimization and commercial return on investment
  
• Drive and manage annual strategic budget and planning process with Finance and facilitate dialogue around prioritization of key strategic and transformational initiatives
  
• Actively monitor key strategic and financial results on actual spends and forecasts, and share key insights to make informed for strategic decisions and pivots to maintain on track across the HK Marketing cost portfolio
  
• In partnership with HK & Macau Leadership team, track outcomes and benefits tracking against investment costs to ensure deliberative spend aligned with strategy
  
• Execution on Strategic Cost Management to improve expense and operational efficiency
  
• Ensure clear governance and seamless execution, closely monitor progress, and communicate results to generate transformation momentum
  
• Act as a strong support to the CMO to ensure smooth and efficient day to day running of the CMO Office functions
  
• Oversee strategic initiatives to meet financial and non-financial targets and ensure specific action plans in place for progress to remains on track
  
• Provide high level project oversight to ensure BoW and business cases are developed and executed in alignment to strategic outcomes
  
• Clearly define KPIs to enhance engagement and ownership to drive execution and transformation
  
• Develop governance model and cadence to ensure actions are implemented and monitor results delivery according to plan
  
• Deliver regular communications regarding the marketing team progress, results achievement, areas of attention and improvements required
  
• Craft communications frameworks and templates to share progress and monitor performance of marketing programs
  
• Orchestrate and own agenda for team meetings across the businesses
  
• Develop a high performing team focused on marketing excellence
  
• Advocate and guide Marketing team through change as a change agent to build a shared vision for transformation through marketing and new ways of working
  
• Support CMO in identifying, developing, and retaining top talent to ensure required organizational capabilities and talent are in place to enable execution on strategic goals
  

About You

• 
  
• You are a strategic thinker with exceptional leadership skills and experience in driving growth and transformation in a customer-centric organization
  
• You have a strong business acumen and highly developed communication and relationship skills
  
• You are able to develop high impact strategies in partnership with business/functional leads and execute on strategic projects to drive profitable growth
  
• You have a proven track record of delivering results in a fast-paced and dynamic environment
  
• You are able to work closely with cross-functional teams to develop and execute business strategies
  
• You have a strong understanding of marketing principles and practices
  
• You are able to provide guidance and support to CMO's on new strategies and marketing changes
  
• You are able to spearhead development of HK Marketing's growth strategy to maximize commercial value
  
• You are able to size new growth opportunities and identify priorities and initiatives to execute as go-forward strategy, with defined success metrics across financial and non-financial performances
  
• You are able to lead teams and/squads on high level, net new strategic priorities and projects stemming from HK marketing and growth strategies
  
• You are able to build strong relationships with Marketing partners across distributions, product, operations, technology, finance, and HR
  
• You are able to drive the clear and engaging communication of the strategy throughout the organization to ensure effective strategic dialogue and timely updates on quarterly results and progress of strategic initiatives
  
• You are able to oversee strategic finance planning, budgeting and expense management for financial optimization and commercial return on investment
  
• You are able to drive and manage annual strategic budget and planning process with Finance and facilitate dialogue around prioritization of key strategic and transformational initiatives
  
• You are able to actively monitor key strategic and financial results on actual spends and forecasts, and share key insights to make informed for strategic decisions and pivots to maintain on track across the HK Marketing cost portfolio
  
• You are able to track outcomes and benefits tracking against investment costs to ensure deliberative spend aligned with strategy
  
• You are able to execute on Strategic Cost Management to improve expense and operational efficiency
  
• You are able to ensure clear governance and seamless execution, closely monitor progress, and communicate results to generate transformation momentum
  
• You are able to act as a strong support to the CMO to ensure smooth and efficient day to day running of the CMO Office functions
  
• You are able to oversee strategic initiatives to meet financial and non-financial targets and ensure specific action plans in place for progress to remains on track
  
• You are able to provide high level project oversight to ensure BoW and business cases are developed and executed in alignment to strategic outcomes
  
• You are able to clearly define KPIs to enhance engagement and ownership to drive execution and transformation
  
• You are able to develop governance model and cadence to ensure actions are implemented and monitor results delivery according to plan
  
• You are able to deliver regular communications regarding the marketing team progress, results achievement, areas of attention and improvements required
  
• You are able to craft communications frameworks and templates to share progress and monitor performance of marketing programs
  
• You are able to orchestrate and own agenda for team meetings across the businesses
  
• You are able to develop a high performing team focused on marketing excellence
  
• You are able to advocate and guide Marketing team through change as a change agent to build a shared vision for transformation through marketing and new ways of working
  
• You are able to support CMO in identifying, developing, and retaining top talent to ensure required organizational capabilities and talent are in place to enable execution on strategic goals
  

What We Offer

• 
  
• A competitive salary and benefits packages
  
• A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
  
• A focus on growing your career path with us
  
• Flexible work policies and strong work-life balance
  
• Professional development and leadership opportunities
  

About Manulife

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges, and under '945' in Hong Kong.

Manulife is an Equal Opportunity Employer