Product Strategy and Customer Management Lead

The Banca Product Strategy & Customer Management Lead is responsible for driving end-to-end product strategy and holistic customer base management to deliver sustainable growth, profitability, and strong customer outcomes within the Bancassurance channel.

This role serves as the strategic owner of the banca product suite and total customer portfolio, spanning acquisition, activation, engagement, and retention. The incumbent is accountable for balancing commercial performance, customer value, and partner bank priorities, ensuring products and customer strategies effectively support sales growth, portfolio health, and long-term value creation.

Working closely with internal stakeholders and bank partners, the role focuses on optimizing product offerings across the customer lifecycle, from new customer acquisition to in-force management. This includes driving product innovation, enhancing customer propositions, and delivering targeted customer and partner initiatives that improve sales effectiveness, strengthen relationships, and increase customer lifetime value.

Position Responsibilities:

Product Strategy & Commercial Growth

• Own and drive end-to-end product strategy to deliver sales targets, revenue growth, and key performance metrics across the entire customer lifecycle, covering both new customer acquisition and existing customer expansion.

• Lead the development and execution of product strategies that support customer acquisition, portfolio growth, penetration, and profitability, aligned with business objectives, customer needs, and market demand.

• Conduct ongoing market, customer, and competitor analysis to identify new business opportunities, customer segment expansion, cross-sell and upsell initiatives, pricing optimization, and product enhancements to accelerate sales and improve overall portfolio performance.

• Partner closely with product development, marketing, sales, and distribution teams to translate strategy into executable initiatives, ensuring timely product enhancements, campaigns, and launches that drive measurable sales and customer outcomes.

• Collaborate with regional and global stakeholders to adopt best-in-class product and customer management practices, tailoring proven strategies from other Manulife markets to support local growth objectives.

Customer Portfolio & Lifecycle Management

• Accountable for the financial and commercial performance of the total customer portfolio, including acquisition of new customers, sales growth, customer penetration, retention, persistency, profitability, and other agreed key metrics.

• Monitor and analyze customer and portfolio performance across the lifecycle to identify growth opportunities, risks, and performance gaps, and implement targeted action plans to optimize results.

• Design and support execution of strategies to acquire new customers, deepen relationships with existing customers, increase product holding, and maximize customer lifetime value.

• Drive initiatives that strengthen customer engagement through enhanced propositions, lifecycle-based offers, value-added services, and proactive customer management strategies.

Relationship & Distribution Management

• Build, strengthen, and manage strategic relationships with bank partners to drive sustainable sales growth, achieve distribution targets, and expand share of wallet across new and existing customers.

• Actively influence and support the distribution team and bank partners to deliver agreed sales targets and KPIs, ensuring strong alignment between product strategy, customer initiatives, and frontline execution.

• Provide support in training and sales enablement on product features, customer value propositions, and effective selling approaches across the customer lifecycle.

• Serve as the primary escalation and resolution point for product-related issues, ensuring swift resolution to minimize disruption, protect customer experience, and maintain sales momentum.

Performance Reporting & Data-Driven Decision Making

• Own regular performance reviews and management reporting on sales results, customer acquisition, portfolio growth, customer metrics, and strategic initiatives, with clear insights and actionable recommendations.

• Leverage data analytics to track progress against targets, identify key performance drivers across acquisition, engagement, and retention, and make informed decisions to optimize product and customer outcomes.

• Translate insights into concrete initiatives that improve sales effectiveness, customer experience, retention, and overall portfolio performance.

Compliance & Risk Management

• Ensure all product activities, customer initiatives, and distribution practices fully comply with regulatory requirements, internal policies, and risk standards.

• Proactively identify risks to sales delivery, customer outcomes, or portfolio performance across the customer lifecycle, and work with compliance and risk teams to implement effective mitigation strategies.

• Balance growth objectives with strong governance to deliver sustainable, compliant, and profitable business outcomes.

Required Qualifications:

• Bachelor’s degree in Business, Marketing, Finance, Economics, or a related field; MBA or advanced degree is an advantage.

• Minimum 8-10 years of experience in insurance, bancassurance, product management, or customer marketing, with strong exposure to in-force portfolio management.

• Proven experience in product strategy, portfolio optimization, and customer lifecycle marketing.
   

Preferred Qualifications:

• Strong analytical capability with experience using data to drive strategic and commercial decisions.

• Demonstrates ability to manage complex stakeholder relationships, including senior bank partners.

• Solid understanding of insurance products, regulatory requirements, and bancassurance operating models.

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 [email protected].