At a Glance
- Tasks: Lead digital storefront performance insights and reporting for a global tech leader.
- Company: Join Manulife, a forward-thinking company focused on innovation and collaboration.
- Benefits: Enjoy competitive salary, health benefits, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to leverage AI and enhance performance measurement.
- Why this job: Make a real impact by shaping digital performance strategies and driving insights.
- Qualifications: Extensive experience in digital analytics and strong leadership skills required.
The predicted salary is between 121500 - 148500 $ per year.
Reporting to the Global Head of Digital Content Delivery, the Director, Digital Storefront Performance & Insights will lead the measurement, performance intelligence, reporting and insights function for Manulife's Global Digital Storefront. This role is accountable for Digital Storefront's end-to-end performance intelligence, from establishing measurement before launch and driving daily oversight through hypercare, to enabling continuous optimization and demonstrating enterprise-wide performance and value realization.
This strategic leader will define how Digital Storefront measures success, lead and orchestrate cross-functional teams responsible for delivering integrated performance intelligence and own the development and continuous evolution of a centralized Power BI dashboard that enables self-service reporting across Global and Segment teams. Combining strong technical acumen with strategic business leadership, the Director will partner with Measurement & Insights, Strategy & Transformation, Business Architecture, the AI & Data Office, Technology and Segment Product Owners to shape and deliver the data, integration and reporting capabilities underpinning Digital Storefront's performance intelligence strategy.
By connecting multiple sources of data, the Director will establish a holistic view of customer experience, digital journeys, acquisition, engagement, conversion, accessibility, site health and application monitoring, driving urgency and accountability to translate insights into timely action and measurable improvements. A critical aspect of this role is demonstrating the ongoing value created through Digital Storefront, including its contribution to lead generation and conversion across the broader customer journey, as well as AI-enabled transformation.
Working closely with Strategy & Transformation, the Director will identify meaningful measures, establish data capture and reporting mechanisms, and contribute to credible value models aligned with enterprise methodologies. While Strategy & Transformation leads the overarching value realization framework, the Director will play a central role in evidencing and continuously communicating Digital Storefront's value story through compelling, data-driven executive reporting.
Position Responsibilities
- Performance & Measurement Strategy
- Define and own Digital Storefront's measurement strategy and KPI framework, establishing consistent methodologies, baselines, targets and reporting standards across Global and Segment teams.
- Establish integrated measurement across customer experience and satisfaction, customer journeys, acquisition, engagement, conversion, accessibility, site health and operational performance.
- Partner with Measurement & Insights, Business Architecture, AI & Data Office, Technology to define and deliver the data architecture, integrations and capabilities required to deliver trusted, actionable performance intelligence, ensuring alignment with enterprise data governance and ownership standards.
- Act as the business steward for Digital Storefront performance data, defining measurement requirements, business definitions, data quality expectations and downstream reporting needs.
- Embed measurement requirements into experience and capability delivery, ensuring the right data is captured from the outset and shared downstream to support Segment-level measurement, optimization and value realization.
- Performance Intelligence, Power BI & Reporting
- Lead the cross-functional team responsible for delivering Digital Storefront's performance intelligence, analytics, measurement and reporting capabilities.
- Own the development, delivery and continuous evolution of Digital Storefront's centralized Power BI dashboard, providing intuitive, scalable self-service reporting for Global and Segment teams.
- Establish and manage a prioritized reporting roadmap, incorporating new data sources, metrics and analytical capabilities as Digital Storefront evolves.
- Leverage AI and automation to enhance monitoring, detect anomalies, accelerate insight generation and improve reporting efficiency.
- Post-Launch Performance & Hypercare
- Own daily/weekly performance oversight and reporting throughout the four-week hypercare period following each new Digital Storefront Cloud site launch.
- Proactively identify performance issues, anomalies and optimization opportunities across customer experience, digital journeys, accessibility, site health and application monitoring.
- Coordinate investigation and resolution with the appropriate stakeholders, ensuring clear ownership, urgency and visibility into progress.
- Support a structured transition to Market and Segment ownership, ensuring outstanding issues and ongoing reporting accountabilities are clearly understood.
- Insights, Optimization & Performance Management
- Establish a continuous performance management discipline that proactively identifies emerging issues, risks and opportunities.
- Partner with Global and Segment Product Owners, Measurement & Insights and business stakeholders to uncover customer journey friction, identify optimization opportunities and prioritize improvements.
- Deliver monthly Digital Storefront performance reporting, consolidating Global and Segment results, emerging trends, actions underway and progress against strategic KPIs.
- Transformation & AI Value Measurement
- Serve as Digital Storefront's measurement expert, partnering with Strategy & Transformation to identify, quantify and demonstrate the value created through platform modernization.
- Collaborate on the development of credible measurement approaches and value models.
- Define and implement the data capture, baselines, tracking and reporting required to support ongoing benefits measurement.
- Work with Strategy & Transformation to connect operational improvements to broader business value.
- Executive Reporting & Strategic Storytelling
- Own Digital Storefront's consolidated performance narrative, connecting customer experience, Segment outcomes, operational performance, transformation progress and value creation.
- Lead Digital Storefront performance reporting for the Global Marketing Leadership Team (GMLT) and other executive forums.
- Proactively identify and develop evidence-based impact stories.
- Leadership & Performance Culture
- Build analytics acumen across Global and Segment teams.
- Champion a culture of curiosity, evidence-based decision-making, accountability and urgency around continuous performance improvement.
- Embed AI and automation into the team's day-to-day practices.
Required Qualifications
- Extensive experience in digital analytics, performance measurement, business intelligence and strategic reporting within a large, complex organization.
- Demonstrated experience building and leading analytics, business intelligence or performance management teams.
- Proven experience developing measurement strategies, KPI frameworks and integrated performance reporting capabilities.
- Advanced, hands-on Power BI expertise, including dashboard development, data modeling, DAX and data integration.
- Strong technical acumen across enterprise data architecture, pipelines, analytic platforms and business intelligence.
- Strong understanding of Adobe Analytics and enterprise data ecosystems.
- Ability to connect multiple sources of performance intelligence to generate actionable business insights.
- Exceptional analytical thinking, strategic problem-solving and executive communication skills.
Director, Digital Storefront Performance & Insights in Toronto employer: Société Financière Manuvie
At Manulife, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity and growth. Our hybrid work environment in Toronto allows for flexibility while providing comprehensive benefits, including customizable health plans and generous paid leave. We are committed to empowering our employees to shape their careers and support their well-being, making us an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
Société Financière Manuvie Recruitment Team
