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.DescriptionJob SummaryThis 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.ResponsibilitiesFUNNEL STRATEGYDefine funnel stages, criteria, and conversion targetsDesign funnel analytics framework and reporting structureSet advocate progression milestones and success metricsEstablish governance for funnel process changesAsset StrategySet content priorities and editorial themesDefine quality standards and brand guidelinesApprove editorial direction and content taxonomyAlign asset themes with sales messaging and business prioritiesSharepoint StrategyDefine taxonomy and organization strategySet governance for content lifecycleApprove library structure changesDesign information architecture frameworkReference StrategyDefine reference request processDesign reference tracking frameworkEstablish reference programme governanceEngagement Platform StrategyDefine gamification strategy and customer engagement modelSet platform requirements and success criteriaDesign advocate recognition and rewards frameworkEvaluate and approve platform vendorsEstablish engagement metrics and program governanceBusiness Impact StrategyDefine and monitor Business Impact KPIs (TCV, pipeline influence,



win rate)Partner with Sales leadership to embed advocacy into sales motionsLead TCV impact measurement dashboard developmentPresent business impact to senior stakeholdersDrive adoption metrics across Sales, Marketing, PursuitGovernance OwnershipEstablish Advocacy Council and governance modelDefine decision-making frameworks and escalation pathsLead quarterly strategy reviews and roadmap planningSet programme-wide standards and policiesOwn stakeholder alignment and communication cadenceAgency RelationshipOwn agency relationships and partnershipsManage contract worker oversight and performanceNegotiate agency contracts and termsSet quality standards for agency deliverablesApprove vendor selection and onboardingEducation & Experience RecommendedMaster's degree in Business or related field8+ years in customer advocacy, customer success, or related fieldExperience in B2B enterprise environment preferredTrack record of building and scaling advocacy programsProficiency in CRM systems (Salesforce, MS Dynamics)Familiarity with AI tools (Hey Marvin, Seismic, People AI)Power BI or similar reporting toolsPreferred CertificationsProject Management Professional (PMP)Knowledge & SkillsStrong strategic thinking and programme leadershipProven ability to influence senior stakeholders and drive cross-functional alignmentDeep understanding of customer advocacy as a business growth leverStrong storytelling and business acumen (connecting customer value to revenue impact)Data-driven mindset with focus on measurable outcomesExperience designing lifecycle advocacy motions across the customer journeyExperience driving standardisation and scalability of integral programmesProficiency in leveraging AI tools to enhance efficiency and scale operationsCross-Org SkillsEffective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer CentricityImpact & ScopeImpacts large functions and leads large, cross-division functional teams or projects.ComplexityProvides highly innovative solutions to complex problems within established policy.JobBusiness PlanningScheduleFull timeShiftNo shift premium (Spain)TravelNoRelocationNoEqual 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"
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📌 Customer Advocacy Program Manager (San Cugat del Vallés)
🏢 HP
📍 San Cugat del Vallés