Senior Manager, Strategic Relationship Management

This role is responsible for driving employer and member engagement across both online and offline channels, with a strong focus on programme effectiveness and continuous improvement. The incumbent will plan and deliver engagement and education initiatives, evaluate performance and customer feedback, identify improvement opportunities, and translate insights into practical actions to enhance customer experience, strengthen relationships, and support retention objectives.

Position Responsibilities

• Develop and execute employer and member engagement initiatives across online and offline channels, including educational programmes, seminars, webinars, wellness activities, campaigns and customer events.
• Manage end-to-end programme delivery, including planning, coordination, communications, logistics and stakeholder management.
• Measure and evaluate engagement effectiveness through participation, customer feedback, campaign/programme performance and other relevant data.
• Conduct ongoing reviews to identify engagement gaps, customer needs and improvement opportunities, and recommend practical enhancement actions.
• Use data and insights to refine engagement approaches and drive continuous improvement in customer experience and programme effectiveness.
• Develop analysis, management reports and presentations using Excel and PowerPoint to support programme reviews, business planning and management decision-making.
• Work closely with internal stakeholders to ensure engagement initiatives are practical, customer-driven and aligned with business objectives.
• Ensure engagement activities are conducted in accordance with relevant internal policies and regulatory requirements.

Required Qualifications:

• Degree holder in Business Administration, Marketing, Communications, or related disciplines.
• Experience in customer engagement, relationship management, programme management, marketing, or related fields.
• Experience in planning and managing customer engagement activities, seminars, wellness programmes, and corporate events for both corporate customers and individual members is highly preferred.
• Strong stakeholder management and project management skills, with the ability to coordinate multiple initiatives concurrently.
• Strong communication, presentation, and interpersonal skills.
• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.
• Self-motivated, detail-oriented, and able to work effectively in a fast-paced environment.

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].