CRM & Enablement Tools Manager

We are seeking a highly skilled and proactive CRM & Enablement Tools Manager to oversee the CRM product roadmap for Retail Investments, acting as the strategic bridge between Sales stakeholders and the delivery team. This individual would lead discovery, translate needs into prioritized user stories, and govern solution design to ensure the simplest scalable solutions, strong data integrity and high user adoption across the organization.

The ideal candidate brings deep hands‑on experience with Salesforce, thrives in a dynamic environment with competing priorities, and is naturally inquisitive-someone who looks beyond 'what' to understand the 'why.' They don’t just execute tasks; they identify improvements, anticipate needs, and help elevate our overall CRM and sales enablement ecosystem. In addition, the candidate should demonstrate adaptability and a forward-thinking mindset regarding the integration of emerging AI technologies. Familiarity with the latest AI-powered features in CRM platforms will position the candidate to unlock new opportunities for efficiency and innovation within our sales enablement landscape.

Key Responsibilities

Business Partnership & Communication

• Collaborate with Sales, Product, and Marketing teams to understand needs and optimize workflows and tools.

• Work closely with Technology teams to ensure smooth implementation and high‑quality delivery.

• Provide training, enablement, and documentation to ensure strong adoption across end users.

• Support wholesaler selling teams by identifying new capabilities and how they work within roadmap/tech stack that will improve productivity and client engagement

CRM (Salesforce) Ownership

• Serve as the subject matter expert for Salesforce within the Retail Investments business.

• Manage reporting, dashboards, and data governance processes.

• Partner with technical teams to translate business requirements into scalable solutions.

• Identify and implement CRM best practices for both back‑end configuration and front‑end user experience.

Technology & Tool Management

• Lead end‑to‑end implementation, configuration, and enhancements for multiple sales enablement tools concurrently.

• Own ongoing maintenance, performance monitoring, and issue resolution across systems.

• Evaluate new technologies and recommend solutions that drive efficiency, usability, and data quality.

• Proactively identify gaps, inefficiencies, and opportunities for improvement.

Qualifications

Required

• 5+ years of experience in CRM Management, Sales Enablement, Business Analysis, or similar roles.

• Strong hands‑on experience with Salesforce (configuration, user support/training, reporting).

• Deep understanding of the Retail Investments or broader Financial Services industry.

• Proven ability to manage and implement multiple tools simultaneously.

• Comfort working with both business users and technical teams.

• Excellent problem‑solving skills and the ability to work independently with minimal direction.

• Strong communication and stakeholder‑management skills.

• Familiarity with agile project management methodology

Preferred

• Extensive experience in sales enablement, CRM support, or sales operations within a retail investments organization, with a proven ability to interact comfortably and effectively with both sales teams and sales management.

• Understanding of data governance, data quality concepts, and user adoption strategies.

• Proven experience as a product owner or platform lead, collaborating closely with developers to articulate trade-offs, enforce best practices, and uphold established standards.

• Demonstrated expertise with a wide range of AI tools and a strong understanding of how to strategically leverage these technologies to enhance organizational effectiveness and drive business outcomes.

Key Attributes of a Successful Candidate

• Inquisitive and Curious: Continuously asks questions, digs deeper, and seeks to understand root causes.

• Proactive and Self‑Driven: Identifies needs before they surface; recommends solutions instead of waiting for direction.

• Independent Problem Solver: Comfortable navigating ambiguity and finding answers autonomously.

• Collaborative Communicator: Able to translate technical concepts for business stakeholders and vice versa.

• Detail‑Oriented: Ensures accuracy in data, documentation, and process management.

• User‑Centric: Keeps the front‑end experience top of mind to drive adoption and satisfaction.

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.

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. 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. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife 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 and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.