CX Content & Communications Manager, Group Benefits Marketing

Manulife is proudly one of Canada’s largest and longest-serving providers of Group Benefits, and today our GB business serves millions of Canadian workers and their families, and more than 27,000 companies coast-to-coast, including some of our nation’s most iconic brands. Our goal is to help our customers live better, healthier lives, and build strong, engaged organizations. Our award-winning Group Benefits Marketing team plays a leading role in telling our story in the market, engaging with our customers, and delivering innovative digital marketing to promote differentiated health and wellness benefits, services and experiences.

Reporting to the Director, Digital Marketing, Group Benefits Marketing, the CX Content & Communications Manager will strategize, develop and execute digital customer content and communications, with a goal to ensuring customers engage with and receive clear, timely and effective information that enhances their experience. The CX Content & Communications Manager will play a key role in transforming complex servicing and transactional content into engaging, easy-to-understand content and communications that empower members to self-serve, adopt digital solutions, and navigate their benefits confidently. We’re looking for a seasoned content specialist with experience in UX writing, digital content and multi-channel communications, who brings a flexible mindset, demonstrated ability to multi-task, and curiosity to dig in, learn, and help us improve our customer experiences. The ideal candidate is a self-starter with a diverse skillset who is ready to work collaboratively.

Key responsibilities:

• Collaborate with our Group Benefits product and operations teams to create a variety of customer content, communications, marketing and campaign material, with a focus on customer-facing content to enhance experiences
• Provide content expertise for UX solutions across a variety of digital channels, including web and mobile
• Collaborate with operations, HCD/UX, and digital teams to ensure messaging is aligned, consistent and optimized
• Write, edit and deliver high-quality omni-channel marketing collateral as required
• Project manage a variety of content and customer communication initiatives, including prioritization, stakeholder alignment and execution tracking
• Champion our member experience by ensuring all communications are clear, empathetic, and aligned with our brand voice
• Collaborate closely with our creative agency to ideate, conceptualize, and craft innovative and impactful creative concepts and designs as appropriate
• Collaborate with stakeholders to measure campaigns and report on program effectiveness
• Support GB Marketing event and enablement activities as appropriate

Key attributes for success:

• Strong, omni-channel writer with a passion for customer experience, and a proven ability to deliver messaging that is impactful and compelling
• Execution-focused with ability to work in a fast-paced, dynamic environment
• Exceptional project management skills with the ability to drive digital communication initiatives to completion
• Ability to work with cross-functional digital marketing teams to ensure communications are developed with SEO and UX best practices in mind
• An analytical mindset focused on measuring and optimizing the performance of content, communications and marketing using data and insights

• Positive relationship management skills at all levels of the organization
• Self-starter, motivated and critical thinker

Qualifications:

• University or college study in marketing, communications, content, media, or related field
• 8 - 10+ years of experience in content, communications and/or marketing
• Strong communication and interpersonal skills, including ability to translate complex technical issues into easy-to-understand information
• Experience managing and deploying communications, including experience effectively partnering with data/digital/other stakeholder teams (e.g. SEO) through the deployment process
• Familiarity with SEO best practices and how to write for both users and search engines
• Experience using AI tools to support content development, ideation, editing, and/or workflow automation. Familiarity with generative AI platforms is a strong asset.
• Ability to analyze data and metrics to optimize campaigns and measure effectiveness
• Ability to develop and implement strategies aligned with business objectives and target audience needs
• Excellent writing, self-editing and research skills
• Proficient in Microsoft Office (PowerPoint, Word, Excel and Teams)
• Experience in benefits, health or insurance is an asset
• French is an asset

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com 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 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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.