RESPONSIBILITIES:

Growth Marketing

Build and implement end-to-end marketing strategy throughout customer funnels.Create a lead generation engine for distribution partners utilizing digital properties and offline touchpoints.Establish customer engagement and retention programs and execute cross-sell/up-sell campaigns and frequent communications to customers through multiple touch points to deliver incremental revenue and enhance customer persistency.Support the marketing activities for channels including agency and Bancassurance towards growing the businessDevelop online and social media strategy and establish company official digital platforms; company website, mobile site and social media site to increase customer interaction and call to action activities as well as brand visibility.

Customer Experience

Champion and drive customer centricity culture and practices across the organization.NPS: Lead organizational rollout and governance of NPS and continuous improvement for rNPS and tNPS, and drive increase in maturity level to transition NPS to be part of Manulife Cambodia corporate culture.CXT (Customer Experience Transformation): Establish customer centered operating model and process design equipped with advanced digital technology and data analytics in the transformation of operation and business across the organization. Developed target journey mapping for key interactions to provide unsurpassed experience to customers. Work with regional team to work on Journey Mapping to roll out across all episodes/functions within the organization.Enhance customer and market research capabilities to capture customer insight and emerging trends that are of interest of / concern to existing and potential customers.Work with regional team to enhance user experience design (UX), user interface design (UI) using human-centered-design approach for the entire business of the company.

Analytics

Create a culture of data-driven business decision making at the company.Establish a shared center of excellence to provide capabilities to the business across the company.Continue to drive analytics as a key business driver, targeting to deliver KPI in analytics value enablement.Drive customer segmentation efforts to help define customers for the Manulife Cambodia business strategy.

Branding, Sponsorships, and Corporate Social Responsibility (CSR)

Build overall brand strategy aligned with global brand promise to establish Manulife as trusted and customer-centric brand with the objective to achieve a significant increase in brand awareness and brand preference in Cambodia.Develop effective promotional plans and provide branding support to sales promotional activities (events, seminars) to generate incremental financial values.As a key part of the company’s overall brand positioning, accountable for planning and executing CSR strategies that complement and reinforce our key brand message.Focusing on our core strategic themes and aligned to global principles, create a sponsorship / partnership program that can differentiate us in the market and optimize branding and business opportunities.

People

Responsible for the recruitment, development and motivation of the Marketing department staff to achieve the current and future business objectives.Through leadership behaviors, create and maintain an energetic, positive, and collaborative cultureCoach and provide career development advice to team membersTrack employee goals and conduct employee performance reviewsResponsible the development of the staff and establishing succession planning for the leadership roles in the team.

REQUIREMENTS:

Knowledge/Skills/Competencies/Education:

University degree with minimum of 10 years of experience in MarketingGood understanding of the insurance industryStrong leadership, strategic thinking and execution skillsStrong business acumen, customer and market focusStrong oral and communication skills.Strong interpersonal skills.Change management skills.Presentation skills.

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.

Working Arrangement

Hybrid