Director, Customer Advocacy

Provide overall strategic direction for the GHX Advocate program. Implement processes to programmatically deliver a best-in-class customer Advocacy experience that effectively identifies, recruits, tracks, onboards and rewards Advocates and their interactions.

Identify opportunities to unify advocate actions across the company into cohesive and consistent experience for GHX Advocates.

Partner with GHX marketing, sales, and customer success to ensure customer Advocacy results and assets are appropriately leveraged across lead-generating, marketing and PR activities.

Refine our structured and integrated customer reference program in collaboration with stakeholders to grow and optimize our library of current customer references, quotes, etc.

Oversee the management and hygiene of the customer Advocate database via the digital advocate platform, including monitoring reference limits, requests, fulfillments, reference activity and outcomes.

Develop a continuous funnel of Advocates for Marketing to turn customer stories into emotional and inspiring brand awareness content, including customer references, case studies, videos and online reviews.

Identify potential Advocates by analyzing customer wins, satisfaction surveys and other voice of customer data.

Perform customer outreach to determine willingness and availability to participate in a variety of activities.

Manage program communications, onboarding and growth of Registered Advocates within the advocacy platform.

Identify opportunities to surprise, delight and show our Advocates how much we appreciate them and their participation.

Perform interviews and relationship-building exercises to build out knowledge of customer use cases, implementation status, adoption, and usage.

Find and manage creative ways to reward and recognize Advocates that encourage participation and strengthen relationships.

Make business cases to additional program investment.

Develop goals and KPIs and provide monthly reporting on the overall success and impact of the program and to pipeline and revenue.

Manage the Loyalty Program Specialist who supports Program Education, Unite 360 day-to-day administration and program social media.

Director, Customer Advocacy

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