Assistant Manager / Manager, Customer Engagement & Partnership

Position Summary

This role supports the successful delivery of customer engagement and partnership programme by coordinating end-to-end execution, translating business requirements into platform design and operational processes, and ensuring high-quality implementation across customer journeys, campaigns, and partnership initiatives.

The incumbent will work closely with internal functions and external partners to support programme delivery, campaign fulfilment, customer communications, and business analysis activities. The role requires strong attention to detail, problem-solving ability, and resilience in managing complex business rules, multiple stakeholders, and competing priorities while ensuring a seamless customer experience.​

Position Responsibilities:

Programme Delivery & Execution

• Support the planning, coordination, and execution of customer engagement and partnership initiatives, campaigns, rewards, and promotional initiatives.

• Drive project activities, monitor milestones, and proactively manage dependencies, risks, and issues.

• Coordinate cross-functional teams to ensure timely and effective delivery of programmes and campaigns.

• Support programme governance, status reporting, and implementation readiness activities.

Operational Excellence & Business Analysis

• Ensure campaign fulfilment processes are accurate, scalable, and compliant with approved business rules.

• Perform data validation, reconciliations, and operational checks to ensure quality execution.

• Assess business impacts, resolve operational issues, and drive continuous process improvement to enhance programme effectiveness.

• Translate business objectives and customer propositions into workflows and system requirements.

• Support solution design discussions and ensure requirements are clearly understood by stakeholders and technology teams.

Customer Communications

• Support the development and review of customer-facing communications (marketing messages, programme T&C, FAQs, notifications, etc) across digital and offline channels.

• Ensure communications are clear, customer-centric, consistent, and compliant with regulatory requirements.

• Coordinate stakeholder reviews and approvals to support timely launches.

Partnership & Stakeholder Management

• Support partnership onboarding and day-to-day coordination with internal and external stakeholders.

• Facilitate communication between business, operations, technology, compliance, and partners.

• Prepare programme updates, presentations, and management reports.

• Maintain accurate programme documentation and governance records.

Required Qualifications:

• Bachelor's degree in Business, Marketing, Communications or a related discipline.

• Over 5 years of relevant experience in customer engagement, business analysis, project delivery, CRM, loyalty programmes, marketing operations, or related disciplines.

• Strong business analysis skills, with experience defining business rules, documenting requirements, and mapping business processes.

• Experience working with technology teams and vendors to support requirement definition, testing, implementation, and post-launch support.

• Strong project coordination and execution skills, with the ability to manage multiple priorities in a fast-paced environment.

• Experience supporting customer engagement programmes, loyalty initiatives, campaigns, or partnership programmes.

• Strong attention to detail and commitment to execution quality.

• Resilient, proactive, and comfortable working with ambiguity and evolving requirements.

• Excellent problem-solving and organizational skills.

• Strong stakeholder management and communication skills.

• Experience developing customer communications, FAQs, operational communications, or programme T&C is preferred.

• Excellent command of written and spoken English and Cantonese; proficiency in Mandarin is an advantage.

• Candidates with stronger experience will be considered for Manager.

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].

Hybrid