Digital Strategy & Performance Manager, Web Content

Manulife; Toronto; Hybrid; CAD 92,000 - 143,000; Full time

Job summary

A leading financial services provider is seeking a Digital Strategy & Performance Manager in Toronto. This role involves leading the web content strategy and optimizing user experiences on their public website. The ideal candidate has over 6 years of digital product management experience, strong data analytics skills, and the ability to collaborate cross-functionally. The position offers a hybrid work model and a competitive salary range from $92,900 to $142,900 CAD depending on experience.

Benefits

Health benefits

Flexible work environment

Retirement savings plans

Paid time off

Qualifications

• Minimum of 6+ years of experience in a digital product management or related role.
• Proven experience in digital product management, ideally with a focus on public websites.
• Strong understanding of web technologies and digital marketing principles.

Responsibilities

• Lead the strategy and planning of digital capabilities and tools across the public website.
• Own and manage the digital product and content roadmap for the website.
• Collaborate with cross-functional teams to deliver high-quality digital experiences.

Skills

Digital product management

Data analytics

Customer journey mapping

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Tools

Adobe Experience Manager

SEO tools

Excel

Job description

We are seeking a strategic and customer-obsessed Digital Strategy & Performance Manager to lead the vision, strategy, and performance of our web content for Manulife Bank public website, tools and calculators. This role is responsible for delivering seamless, engaging, and high-performing digital experiences for customers and advisors. You will work cross-functionally to ensure the website supports business goals, enhances user journeys, and reflects our brand promise.

Position Responsibilities:

• Lead the strategy and planning of digital capabilities and tools across the public website, aligned with business priorities and user needs.
• Develop and maintain customer journey maps and service blueprints to optimize consumer experiences that start from the public site and link to Manulife Bank digital platforms.
• Own and manage the digital product and content roadmap for the website, balancing long-term vision with short-term delivery.
• Collaborate with marketing, design, compliance, digital performance and other stakeholders to deliver high-quality digital experiences.
• Partner with CX, UX, and content teams to ensure a cohesive and delightful end-to-end journey for all users.
• Use data, industry best practices and research to inform decisions, validate hypotheses, and continuously improve the website experience.
• Work with MarTech, Digital Analytics and Bank Analytics teams to build reporting that helps teams understand performance and optimization opportunities.
• Drive innovation through monitoring industry trends, competitor activity, and emerging technologies to drive differentiation.
• Act as a thought leader and advocate for digital best practices across the organization.
• Champion a customer-first mindset, ensuring all website experiences are intuitive, inclusive, and impactful.

Key Responsibilities:

Web Strategy - Content and Tools

• Define and communicate a clear vision and strategy for the Manulife Bank public website pages, tools and calculators, that is aligned with business goals and customer needs.
• Lead the roadmap for digital tools, calculators, and content modules, ensuring they support customer decision-making and advisor enablement.
• In partnership with Product, CX, UX and Go-To-Market teams create content that is relevant and meets customer and advisor needs.
• Serve as an expert on public site strategy, advising senior leaders and influencing enterprise-wide digital initiatives to ensure we meet the needs of customers and advisors across their digital journeys.
• Monitor industry trends, competitive and general business offerings to enable strategic planning in alignment with segment priorities.
• Ensure accessibility (e.g., WCAG), performance, and compliance standards are met across all digital touchpoints.

Data-Driven User Experience Optimization

• Responsible for developing, monitoring and influencing KPIs that drive digital tools and site performance and customer and advisor engagement.
• Use A/B testing, SEO analytics, AI search functionality and user feedback to make informed suggestions for user experience optimization and correlate to Net Promoter Score (NPS) and Overall Satisfaction (OSAT) scores.
• Maintain a firm understanding of business, customer, and end-user pain points, needs, and preferences using research, data and analytics to advocate for the ideal experience.

Leadership & Innovation

• Build strong relationships with internal stakeholders across Product, Marketing, Legal, Compliance, and Advisor teams to facilitate alignment between business objectives and digital execution.
• Identify opportunities to integrate emerging technologies, personalization, and AI-driven experiences. Lead initiatives to improve discoverability, engagement, and conversion across the public site by continuously evaluating and enhancing public site tools, content and capabilities through data-driven experimentation, customer feedback, and competitive analysis.
• Present strategic insights, performance metrics, and recommendations to executive audiences.

Required Qualifications:

• Minimum of 6+ years of experience in a digital product management or related role.
• Proven experience in digital product management, ideally with a focus on public websites, content and tools or customer-facing platforms.
• Strong understanding of web technologies (experience with AEM and other Adobe tools an asset), digital marketing, digital content and user experience principles.
• Experience working with cross-functional teams in an agile environment.
• Strong data and analytics skills including the ability to use dashboards and analytical tools (Excel) to drive insights and tell the digital story.
• Both big picture thinking and detail-oriented doing.
• Excellent communication including written and presentation skills, stakeholder management, and decision-making skills.
• Ability to balance strategic thinking with hands‑on execution.

Preferred Qualifications:

• Background in marketing, digital, or IT preferred.

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.

LI-Hybrid

Acerca de Manulife y John Hancock

Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com.

Manulife es un empleador que ofrece igualdad de oportunidades

En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluido el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Referenced Salary Location

Toronto, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$92,900.00 CAD - $142,900.00 CAD

Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con [e-mail] para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con [e-mail] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.