This role owns the general 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 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
📌 Customer Advocacy Program Manager (Madrid)
🏢 HP
📍 Madrid