Customer Advocacy Program Manager

Description -

Job Summary

• This role owns the global Customer Advocacy STRATEGY. Defines vision, roadmap, governance, and scalability frameworks. Accountable for business impact, stakeholder alignment, and programme evolution. Does NOT execute day-to-day operations. Responsibilities

FUNNEL STRATEGY:

• Define funnel stages, criteria, and conversion targets
• Design funnel analytics framework and reporting structure
• Set advocate progression milestones and success metrics
• Establish governance for funnel process changes

ASSET STRATEGY:

• Set content priorities and editorial themes
• Define quality standards and brand guidelines
• Approve editorial direction and content taxonomy
• Align asset themes with sales messaging and business priorities

SHAREPOINT STRATEGY:

• Define taxonomy and organization strategy
• Set governance for content lifecycle
• Approve library structure changes
• Design information architecture framework

REFERENCE STRATEGY:

• Define reference request process
• Design reference tracking framework
• Establish reference programme governance

ENGAGEMENT PLATFORM STRATEGY:

• Define gamification strategy and customer engagement model
• Set platform requirements and success criteria
• Design advocate recognition and rewards framework
• Evaluate and approve platform vendors
• Establish engagement metrics and program governance

BUSINESS IMPACT STRATEGY:

• Define and monitor Business Impact KPIs (TCV, pipeline influence, win rate)
• Partner with Sales leadership to embed advocacy into sales motions
• Lead TCV impact measurement dashboard development
• Present business impact to senior stakeholders
• Drive adoption metrics across Sales, Marketing, Pursuit

GOVERNANCE OWNERSHIP:

• Establish Advocacy Council and governance model
• Define decision-making frameworks and escalation paths
• Lead quarterly strategy reviews and roadmap planning
• Set programme-wide standards and policies
• Own stakeholder alignment and communication cadence

AGENCY RELATIONSHIP:

• Own agency relationships and partnerships
• Manage contract worker oversight and performance
• Negotiate agency contracts and terms
• Set quality standards for agency deliverables
• Approve vendor selection and onboarding Education & Experience Recommended

• Master's degree in Business or related field
• 8+ years in customer advocacy, customer success, or related field • Experience in B2B enterprise environment preferred • Track record of building and scaling advocacy programs
• Proficiency in CRM systems (Salesforce, MS Dynamics) • Familiarity with AI tools (Hey Marvin, Seismic, People AI) • Power BI or similar reporting tools Preferred Certifications • Project Management Professional (PMP) Knowledge & Skills • Strong strategic thinking and programme leadership • Proven ability to influence senior stakeholders and drive cross-functional alignment • Deep understanding of customer advocacy as a business growth lever • Strong storytelling and business acumen (connecting customer value to revenue impact) • Data-driven mindset with focus on measurable outcomes • Experience designing lifecycle advocacy motions across the customer journey • Experience driving standardisation and scalability of global programmes • Proficiency in leveraging AI tools to enhance efficiency and scale operations Cross-Org Skills • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity Impact & Scope • Impacts large functions and leads large, cross-division functional teams or projects. Complexity • Provides highly innovative solutions to complex problems within established policy.

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Equal Opportunity Employer (EEO)-

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