The Advocacy Program Manager (APM) is a pivotal role in Customer Advocacy at Sage, responsible for driving the strategic initiatives of the Customer Advocacy Program within designated regions.
This includes recruiting customers to take part in the program, working with regional stakeholders in bringing customer stories to life, the creation, production and promotion of voice of the customer content as well as the full management of the online community of advocates.
The successful post holder should be comfortable engaging with customers with a view to nurturing relationships, sharing best practice and engagement.
They should also have the creative ability to build engaging content.Key Responsibilities
Take full ownership and management of all elements of the Sage Customer Advocacy Program platform.
Ensure all internal systems where advocacy content is stored and managed is up to date, consistent and accurate.
Adhere to Advocacy brand guidelines when creating or overseeing the creation of Advocacy content.
Assist in the update, management and accurate reporting of a testimonial database within the SFDC system.
Ensure Advocacy KPIs are achieved, measured, and reported on a regular basis.
Be an active contributor at all meetings.
Leverage strategic messaging and incentives to encourage engagement and collect customer insight.
Meeting cadence with key customer marketing and product marketing teams and development of communications and messaging to customers.
Liaison with advocating customers to gather their story and build effective engagement.
Develop proficiency within the Advocacy Program platform for engagement reporting.
Provide support to the Global Customer Advocacy Director and support the wider social and content marketing team as necessary.
Become the certified administrator to manage and run the Sage Customer Advocacy Program, engaging and delighting customers to undertake acts of advocacy on behalf of Sage including but not limited to references, referrals and reviews.
Manage the invitation communications, onboarding and growth of registered advocates within the advocacy platform.
Create compelling, innovative and rewarding activities within the Advocacy platform that encourage advocate participation that builds improved relationships.
Work with regions through the WorkFront process to ensure advocacy requests are fulfilled, and activities created and socialized.
Constantly evaluate successes within the hub taking remedial action where required.
Promote the advocacy hub internally and externally, to drive recruitment of new advocates, keeping them loyal and engaged.
Monitor Advocate activity and provide detailed reports to regional and local stakeholders showcasing successes on a regular basis.
Work with the stakeholders to propagate content through advocate social media channels.
Assist with invitation communications, onboarding and growth of registered advocates within the Customer Advocacy program.
Monitor Advocate activity and provide detailed reports to regional and local stakeholders showcasing advocacy related activity and successes.
Communicate to stakeholders, potential cross-sell and upsell opportunities through the Advocacy hub.
Manage the creation, distribution, and management of rewards and incentives to advocates.
Skills, know-how and experience :
3-5 years proven experience in a similar customer advocacy role or in a customer marketing role.
Exceptional ability managing multiple projects and stakeholder needs.
Experience in using customer advocacy platforms to scale content and showcase customer success.
Experience of working in a large matrix organization.
Understanding of relevant ROI metrics and economics in demonstrating customer success
Outstanding and creative marketing communication and people abilities
Ability to liaise, interact and build strong relationships with senior sponsors and stakeholders.
Excellent organizational and leadership skills
Abilities in planning and coordinating people and operations.
Ability to use and leverage analytics to optimize customer reference materials and determine which content is working most effectively.
Proficiency with Microsoft tools such as Excel, PowerPoint, Word, Teams
Reliability and efficiency
Attention to detail.
Proactive about learning things they don’t know
Self-motivation and self-discipline to achieve the desired Spotlight objectives without management
Understanding and use of Adobe products such as InDesign and PhotoShop an advantage
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