Manager, Brand

1 month ago

Toronto, Canada Manulife Full time

**_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. _**

**Individual Accountabilities**:

- Onboard and manage the social intelligence platform, ensuring effective implementation, configuration, and ongoing optimization to meet organizational and team needs.
- 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.
- 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**: Move as 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. _**

LI-hybrid

**About Manulife and John Hancock**

**Manulife is an Equal Opport

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