Customer Advocacy Program Manager

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.

Job - Business Planning

Schedule - Full time

Shift - No shift premium (Spain)

Travel - No

Relocation - No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal”