Customer Advocacy & Engagement Program Manager

The role of a Customer Advocacy Marketing Manager is to proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. The ultimate goal is creating an ongoing strategy for anticipating and meeting customer needs.

In this role you will...

• Develop and implement strategies useful in improving customer relationship, dedication, and satisfaction. In performing their duties, the Customer Advocacy Marketing Manager establishes regular communication channels and alignment with the internal teams and customers.
• Facilitate the customer experience strategy to maintain and grow the customer reference base in APJ to better support Cornerstone's win zones and regions. Customer success and stories are being recognised and promoted in Champions HQ (Cornerstone's customer advocacy online program), in monthly newsletters, social media channels, website, events, media and in the various customer online communities.
• Work directly with customers to promote their brand, project and success and ensure the delivery of high quality promotional service and advocacy. Interactions with customers need to reflect positively on the company.
• Collaborate with an organization's marketing, PR, sales, customer service managers and advertising units to develop programs effective for improved customer experience.
• Support the sales and product team with reference calls, customer stories and requests for sales meetings. Support the marketing team identifying customer speakers for events or webinar sessions; the PR and social team to produce customer comms and the analyst team to identify customers willing to participate in online analyst survey and interviews.
• Support the internal customer comms team with campaign and general promotion in monthly newsletters or the customer engagement team with events such as dedicated executive meetings, user groups and webinar sessions.
• Develop a strategy for the region and reports regularly to management about results, success and promotes customer success stories internally and externally through various channels such as QBRs, 1:1 meetings, email announcements, internal massaging platforms, internal tools, website, social media etc.

• Up to 5 years of experience in the field of customer service or marketing
• Management skills. You will work directly with customers to promote their brand, project and success and ensure the delivery of high quality promotional service and advocacy to customers. They are also required to coordinate and manage requests with internal parties such as comms, sales, marketing etc.
• Communication skills. Well-versed in effectively interacting with customers and internal departments to identify and process their requirements.
• Customer Service / Care Skills. Ability to courteously interact with customers to ensure positive customer experience.
• Intercultural and language skills. Adaptabilityt to the different cultures and languages in APJ being able to host conversations with a diverse customer base. Fluent English is required.
• Product knowledge and market insights. To better understand the needs of customers and align with sales and marketing, you need a to build a profound basis in Cornerstone's products and solutions as well as an insight into the HR market and future trends.