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Customer Advocacy Manager

FAST-NUCES
Abu Dhabi, UAE
Full Time
Senior
Hybrid
2 days ago
Customer AdvocacyCustomer SuccessCRMSalesforceMicrosoft Dynamics 365HubSpot
Free

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Customer AdvocacyCustomer SuccessCRM
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About Us

  • We are a customer centric organization dedicated to delivering exceptional experiences that build trust, loyalty, and long term relationships.
  • Our teams collaborate across Customer Success, Sales, Marketing, Product Management, Customer Support, Operations, and Executive Leadership.

The Role

  • We are seeking an experienced Customer Advocacy Manager to lead customer advocacy initiatives that strengthen customer relationships, amplify customer success stories, and enhance brand loyalty.
  • The ideal candidate will develop advocacy programs, build strategic relationships with key customers, and collaborate across teams to transform satisfied customers into passionate brand advocates.

Key Responsibilities

  • Develop and implement customer advocacy strategies, engagement frameworks, and advocacy programs aligned with organizational objectives and customer success goals.
  • Build and maintain strong relationships with key customers, strategic accounts, and brand advocates to foster long term engagement and loyalty.
  • Collaborate with Customer Success, Sales, Marketing, Product Management, Customer Support, Corporate Communications, and Executive Leadership to identify and promote customer success stories.
  • Lead customer reference programs, testimonials, case studies, video success stories, customer reviews, and advocacy campaigns across multiple channels.
  • Develop customer advisory boards, user groups, ambassador programs, and community engagement initiatives to strengthen customer relationships.
  • Monitor key performance indicators (KPIs) including customer satisfaction (CSAT), Net Promoter Score (NPS), customer retention, advocacy participation, referral rates, customer lifetime value (CLV), and program effectiveness.
  • Gather customer feedback, insights, and product recommendations to support continuous product improvement and enhance the overall customer experience.
  • Coordinate customer participation in webinars, conferences, speaking engagements, media opportunities, product launches, and industry events.
  • Partner with Marketing to create customer focused content, campaigns, newsletters, social media initiatives, and thought leadership opportunities.
  • Ensure customer advocacy activities comply with privacy regulations, contractual agreements, brand standards, and organizational policies.
  • Utilize CRM platforms, customer success software, advocacy platforms, Microsoft Office Suite, Power BI, survey tools, and analytics solutions to monitor engagement and measure program success.
  • Prepare executive reports, advocacy dashboards, customer insight analyses, and strategic recommendations for senior leadership.

Requirements

  • Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience, Public Relations, or a related field.
  • Master's degree or professional certifications in Customer Success, Customer Experience (CX), Marketing, CRM, or Project Management are advantageous.
  • Minimum 5 years of experience in customer advocacy, customer success, account management, customer experience, marketing, or related roles.
  • At least 2 years of experience managing customer engagement programs, advocacy initiatives, or strategic customer relationships preferred.
  • Strong understanding of customer advocacy, customer success, relationship management, loyalty programs, customer engagement, and brand development.
  • Experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, or similar customer relationship management systems.
  • Proficiency with customer success platforms, advocacy software, Microsoft Office Suite, Power BI, survey tools, marketing automation platforms, and analytics applications.
  • Knowledge of customer journey mapping, Voice of the Customer (VoC) programs, community management, referral marketing, and digital engagement strategies is advantageous.
  • Strong communication, relationship building, storytelling, presentation, stakeholder management, organizational, and problem solving skills.
  • Ability to manage multiple advocacy initiatives while balancing customer satisfaction, business priorities, and organizational objectives.
  • Ability to work independently and effectively in remote and hybrid environments.

What We Offer

  • Flexible remote/hybrid work opportunity within the United Arab Emirates.
  • Competitive compensation package.
  • Professional development and customer experience leadership growth opportunities.
  • Exposure to customer success, digital engagement, community building, and enterprise customer advocacy initiatives.
  • Collaborative culture focused on customer centricity, innovation, accountability, and continuous improvement.
  • Opportunity to build meaningful customer relationships and create advocacy programs that strengthen brand reputation and drive long term business success.

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