Customer Advocacy Program Manager 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 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 general 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

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