Senior Manager, Distribution Marketing Communications is responsible for developing and delivering clear, consistent, and engaging communications to distributors and customers, keeping them informed of product launches and enhancements, and business and operational updates. This role ensures that distribution and customer messaging supports business objectives, enhances customer experience, and strengthens trust and brand reputation. The role works closely with marketing, product, operations, legal & compliance, and digital teams to align messaging across channels.
Position Responsibilities:
- Develop and implement a distributor and customer communications strategy aligned with brand, customer experience, and business goals; maintain a communications calendar that is shared regularly with internal stakeholders and adapted as business needs evolve
- Define communication frameworks, tone of voice, and messaging standards for distributor and customer-facing content
- Ensure consistency across all communications, including digital, email, letters, website, and in-product messaging
- With input from relevant GHNW functions and leaders, create, review, and oversee distributor-facing communications such as service updates, notifications, campaigns, FAQs, onboarding materials, and lifecycle communications
- Translate complex or technical information into clear, concise, and customer-friendly language
- Manage end-to-end communication planning, from briefing and content creation to approval and deployment using marketing automation platforms
- Working closely with the local business unit teams, manage the Distributor Website (DWS), including maintaining the content, uploading content, and recommending enhancements to the tech team
- Support other GHNW marketing team members with marketing campaigns, product launches, marketing collaterals, and distribution enablement tools, as needed
- Proactively identify communication gaps or pain points and propose improvements; ensure communications are clear and concise
- Collaborate closely with marketing, brand, digital, product, distribution, legal, and compliance teams
- Act as the central point of contact for distributor and customer communications requests and prioritization
- Manage internal stakeholders and ensure timely delivery while balancing multiple workstreams
- Ensure communications meet brand, regulatory, and legal & compliance requirements
- Maintain approval processes and documentation for audit and governance purposes
- Monitor quality and accuracy of communications and continuously refine standards
- Track effectiveness of communications using internal and external feedback, engagement metrics, and service data
- Use insights to optimize messaging, channels, and timing
- Other duties as assigned
Required Qualifications:
- BS/BA degree in marketing or related field
- 7+ years experience in Financial Services industry, preferred if experience is in the life insurance industry; experience and exposure to Asia and/or Middle East regions preferred
- 5+ years experience in communications, with a specific focus on customer communications, distribution communications, product marketing, and sales/distribution enablement
- Strong experience in writing, messaging, and communications planning
- Ability to synthesize complex information into clear, compelling messaging; ability to tailor messaging to specific audiences
- Experience working in a global, matrix organization with stakeholders across multiple time zones; ability to manage multiple stakeholders at all levels of the organization
- Superior written and verbal communication skills in English, can distill notes and present updates succinctly; strong analytical skills to evaluate data and content performance.
- Knowledgeable in key industry trends and best practices
- Strong attention to detail and organization; able to manage multiple workstreams and deadlines.
- Ability to manage, prioritize, and execute tasks in a fast-paced, multitasking environment.
- Proactive, solution oriented mindset; comfortable asking clarifying questions and following through
- Familiarity with content workflows (briefs, reviews, approvals, versioning) and brand guidelines
- Proficiency with PowerPoint, Excel, project tools (e.g. Smartsheet, Jira), marketing automation tools (e.g. Marketo), and content management and digital asset management system (e.g. Adobe Experience Manager – AEM)
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.
Working Arrangement
Hybrid
