Customer Advocacy Program Manager

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 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

Masters 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.

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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).

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