Customer Advocacy Program Manager
Job Summary
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.
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 R

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