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. Description

Job Summary

This role owns the integral 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"

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📌 Customer Advocacy Program Manager (Madrid)
🏢 HP
📍 Madrid