Manager, Brand & Digital Media Intelligence, CX & Marketing Insights

Manager, Brand & Digital Media Intelligence, CX & Marketing Insights

Apply locations: CAN, Ontario, Toronto, 200 Bloor Street East
Time type: Full time
Posted on: Posted 2 Days Ago
Time left to apply: End Date: January 6, 2025 (27 days left to apply)
Job requisition id: JR24120007

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

Job Description:

Manulife is on a journey to become Customer Obsessed, putting the customer at the heart of everything we do. We are seeking a talented and detail-oriented Brand & Digital Media Intelligence, CX & Marketing Insights Manager to lead digital social media listening and reporting and to support broader research initiatives. This role will be instrumental in onboarding and optimizing our new social intelligence platform, becoming the point person and subject matter expert for building searches, reports, and dashboards to support cross-functional teams. While digital intelligence is the core focus of this role, the Manager will also support Brand Health analysis, primary research, customer experience data, and NPS initiatives, as required, working to connect the dots across all of these sources to deliver compelling insights supporting the broader team. This position is part of the Customer Experience (CX) Team for Manulife Canada, and the role is based in Toronto or Waterloo. A strong foundation in research methodologies and the ability to integrate digital media insights within broader research frameworks is essential to success in this role.

Individual Accountabilities:

• Onboard and manage the social intelligence platform, ensuring effective implementation, configuration, and ongoing optimization to meet organizational and team needs.
• Act as the subject matter expert on Digital Intelligence and Analytics, building searches, dashboards, and reports to support marketing, CX, and brand teams.
• Develop and maintain brand health reports and dashboards, integrating social media insights with other research sources to support comprehensive brand health tracking.
• Analyze social and earned digital media performance, audience behaviors, and sentiment to uncover actionable insights that inform brand perception, strategy, and customer experience initiatives.
• Support customer experience programs, including NPS tracking, by combining social insights with customer feedback and survey data.
• Conduct regular digital social listening to monitor sentiment, identify risks or opportunities, and provide insights to various stakeholders.
• Collaborate on primary, secondary, and NPS research projects using and identifying the appropriate methodologies, ensuring alignment between social intelligence and broader research objectives.
• Develop a deep understanding of customers, including attitudes, needs and behaviors, and drivers of brand/product preference.
• Provide insights proactively to identify and fill information gaps in the business; keep a pulse of consumer trends, competitive movements, industry advancements and government decisions that impact the business.
• Stay current on industry trends, tools, and best practices in social intelligence and market research to continuously improve processes and deliverables.

Job Requirements:

• Bachelor’s degree in business, marketing, market research, data analytics, or a related field.
• 5-7 years of relevant work experience, including in social media analytics/intelligence, market research, or CX roles, with a strong foundation in primary research methodologies.
• Proven experience in onboarding and managing social intelligence platforms (e.g., Brandwatch, Sprinklr, Talkwalker) and building advanced searches, dashboards, and reports.
• Exceptional data visualization and storytelling capabilities, with strong written and oral communication skills.
• Experience with brand health tracking and creating visualizations to communicate key metrics, trends, and competitive positioning.
• Demonstrated ability to design and apply customer experience and marketing research to produce actionable insights for strategic planning.
• Experience in brand and advertising tracking, segmentation, and Voice of the Customer/NPS research, integrating data analytics and new AI tools.
• Collaborative mindset with the ability to work across teams and integrate social insights into broader brand, market, and CX research frameworks.
• Strong analytical and problem-solving skills with the ability to collect, synthesize, analyze, and disseminate complex data.
• Ability to work autonomously while excelling in team collaboration.
• Familiarity with the financial and insurance industries is an asset but not required.

Competencies:

• Collaboration: Fosters productive working relationships to produce impactful solutions, build beneficial networks, and achieve collective business goals.
• Compelling Communication: Expresses ideas and shares information clearly and concisely, modifies approach as necessary and conveys compelling messages and builds connection with others.
• Influence & Persuasion: Moves others towards a position/POV, by setting expectations, and communicating expertise and a compelling rationale with an enterprise-wide mindset.
• Innovative Mindset: Encourages curiosity, generates ideas, experiments, and takes calculated risks to improve the business.
• Knowing the Business: Stays current on Manulife’s strategy, key priorities, capabilities, and resources; appropriately translates knowledge of the industry, customer and business into new approaches and solutions.
• Executing with Excellence: Sets challenging objectives and is focused on achieving results that are aligned with the organization’s vision; pursues excellence in planning and delivering sustainable results with strong attention to detail and accuracy.
• Adaptability: Effectively adapts and supports integrated change to achieve desired results; champions an environment that motivates necessary action with confidence and with ability to prioritize, pivot, and drive action.
• Solution Focused: Owns problems through to resolution, makes recommendations.
• Resilient & Inclusive: Ability to drive progress on multiple, competing priorities within a matrixed organization to achieve impact, while fostering an inclusive environment that inspires colleagues to bring their authentic selves and do their best work.

If you are ready to unleash your potential, it’s time to start your career with Manulife/John Hancock.

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About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

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.