Customer Communications Marketing Manager

John Hancock; Boston (MA); Hybrid; USD 92,000 - 160,000; Full time

Job summary

John Hancock seeks a Customer Communications Marketing Manager to drive engagement through customer-centric communication strategies and campaigns. The role partners with Marketing, Operations, and Inforce to deliver digital and traditional initiatives that strengthen relationships and adoption.

The ideal candidate has 5–10 years in D2C marketing within regulated sectors, with Marketo experience and a proven ability to manage projects and present updates to leadership.

Qualifications

• 5–10 years of marketing experience in D2C within regulated industries.
• Experience with email automation platforms (e.g., Marketo).
• Ability to learn Insurance business and inforce communications.
• Strong written, verbal and analytical skills.
• Ability to work independently and provide updates to leadership.

Responsibilities

• Develop and drive customer communication strategies and campaigns.
• Lead cross-functional efforts with Marketing, Operations, and Inforce teams.
• Optimize campaign performance through data insights and analytics.
• Manage go-to-market tactics and project workflows.
• Present regular updates to business owners and leadership.
• Advocate a digital-first mindset for registrations and paperless adoption.
• Continuously explore industry trends and drive improvements.

Skills

Writing skills

Analytical skills

Project management

Cross-functional

Digital marketing

Marketo

Relationship skills

Independent work

Leadership updates

Education

College degree

Advanced degree a plus

Tools

Marketo

Job description

We are seeking a Customer Communications Marketing Manager to help drive customer engagement and support our ambition of becoming a Digital Customer Leader. Reporting to the Head of Customer Engagement, this role is responsible for developing and executing customer communication strategies and marketing campaigns that strengthen relationships, build trust, and drive adoption and engagement among policyholders and insurance partners.

Working cross-functionally with teams across Marketing, Operations, and Inforce business areas, the successful candidate will lead both digital and traditional marketing initiatives, optimize campaign performance through insights and analytics, and deliver impactful customer experiences that contribute to business growth. This role is ideal for a strategic and execution-focused marketer with experience in financial services, B2C and/or B2B2C marketing, and a passion for creating customer-centric communications that influence behaviour and deliver measurable results.

As part of the John Hancock Insurance Marketing team, this position contributes to a broad range of initiatives including customer engagement, inforce communications, product launches, sales enablement, and member engagement, while partnering closely with teams across Brand, Digital, Analytics, Human-Centred Design, and Production.

Position Responsibilities

• Develop and drive recommendations that align to business objectives and ultimately achieve positive outcome for customers
• Strong coordination across teams to execute go-to-market tactics
• Establish strong working relationships across organization
• Managing theday-to-day marketing projects and operational processes such as compliance review,material creation and job tracking within our internal workflow management system and surfacing and addressing any blockers
• Presenting regular project updates to internal business owners
• Ability to develop and execute against a marketing plan
• Bring a ‘digital-first’ mindset to all work, driving key initiatives such as registrations for our storefronts and paperless adoption
• Bring an innovative mindset, looking at what’s new from competitors and in the larger industry and challenge the traditional way of doing things and embrace a culture of continuous improvement

Required Qualifications

• Excellent project and time management skills with the ability to juggle multiple priorities and meet challenging/overlapping deadlines
• 5-10 years of marketing experience D2C marketing in heavily regulated industries (Financial Services, banking, healthcare etc.)
• Basic understanding and ability to learn and/or prior experience with email automation platforms (e.g., Marketo)
• Forward-thinking ideation on how to drive adoption, utilizing test and learn strategies and tactics
• Quickly coming up the learning curve for the Insurance business, our Inforce block, and how to create better health outcomes and understanding the long-term care space
• Works independently, while providing key updates to the working team and leadership team
• Strong relationship building skills and ability to influence
• Comfortable with analytics and measurement frameworks with a bias towards action
• Excellent writing, verbal, and analytical skills
• Owner mindset

Preferred Qualifications

• College or University degree and advanced related degrees a plus
• LTC, life insurance and/or annuity marketing experience a plus

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

The role being advertised is an existing vacancy.

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 [e-mail].

Referenced Salary Location

Boston, Massachusetts

Working Arrangement

Hybrid

Salary range is expected to be between

$92,475.00 USD - $160,290.00 USD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife/John Hancock offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short-and-long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension/401(k) savings plans and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in the U.S. includes up to 11 paid holidays, 3 personal days, 150 hours of vacation, and 40 hours of sick time (or more where required by law) each year, and we offer the full range of statutory leaves of absence.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Know Your Rights I Family & Medical Leave I Employee Polygraph Protection I Right to Work I E-Verify

Company: John Hancock Life Insurance Company (U.S.A.)