A Customer Advocacy Manager is responsible for building and managing a community of satisfied customers who actively promote and support a company’s products or services. This role typically sits within the Marketing or Customer Success team of a company, though it can vary depending on the organisation’s structure and goals. Use this job description template to help you get ahead with hiring today.

Customer Advocacy Manager Job Description

As the Customer Advocacy Manager, you will play a crucial role in turning satisfied customers into passionate advocates for our brand. You will be responsible for creating and managing our customer advocacy program, which aims to highlight success stories, foster loyalty, and drive growth through positive word-of-mouth marketing.

Responsibilities of the Customer Advocacy Manager

  • Advocacy Program Development: Design and implement a comprehensive customer advocacy program that identifies, nurtures, and leverages satisfied customers as advocates for the company.
  • Customer Engagement: Build and maintain strong relationships with customers, understanding their needs and success stories. Act as the main point of contact for customer advocates.
  • Identify Advocates: Identify potential customer advocates within our client base and work collaboratively with the Customer Success and Sales teams to engage and nurture them.
  • Advocacy Campaigns: Develop and execute advocacy campaigns, including case studies, testimonials, and success stories, to showcase how our products and services have positively impacted our customers.
  • Advocate Community: Establish and manage a customer advocate community or forum, fostering peer-to-peer interactions and knowledge sharing.
  • Feedback Collection: Continuously gather feedback from advocates to ensure their needs are met and identify opportunities for improvement in our products and services.
  • Metrics and Reporting: Track and report on the impact of the customer advocacy program, including advocacy-driven revenue growth and improvements in customer satisfaction.
  • Collaboration: Collaborate with cross-functional teams, including Marketing, Product Development, and Customer Success, to align advocacy efforts with company goals.
  • Events and Recognition: Organise customer appreciation events and recognition programs to acknowledge and reward our advocates for their support.

Customer Advocacy Manager Requirements

  • Bachelor’s degree in Marketing, Business, or a related field.
  • Proven experience in customer advocacy or customer success roles in a B2B fintech company.
  • Excellent communication and relationship-building skills.
  • Strong project management abilities to execute advocacy campaigns effectively.
  • Ability to gather and analyze data to measure advocacy program impact.
  • Self-motivated with a passion for building and nurturing customer relationships.
  • Familiarity with advocacy software and tools is a plus.
  • Exceptional organisational skills and attention to detail.