Director Marketing - Customer Advocacy

DXC Technology - Dallas, TX

Full-time - Senior

Dallas, TX

Professional, Scientific, and Technical Services

About the position

The Director Marketing - Customer Advocacy will play a pivotal role in championing the customer's voice within the organization. This position is designed for a strategic thinker who can lead initiatives aimed at enhancing customer satisfaction and loyalty. The successful candidate will be responsible for crafting and executing a comprehensive customer advocacy strategy that aligns with the overall marketing and business objectives of the company. This includes developing scalable programs that not only amplify positive customer feedback but also transform customers into active brand advocates. In this role, the Director will develop deep relationships with key customers, encouraging sustained engagement and advocacy. Personalized engagement plans will be created for customers, leveraging detailed insights to enhance their experience and satisfaction. The Director will also work closely with various teams, including Marketing, Sales, Product Development, and Customer Service, to ensure a unified approach to customer advocacy. This collaboration will influence product strategy and marketing campaigns, utilizing rich customer insights gathered through advocacy efforts. Additionally, the Director will establish systems to gather, analyze, and act on customer feedback from multiple channels, ensuring that customer needs and expectations are central to business development. The role will also involve utilizing digital tools and social media platforms to enhance and promote the customer advocacy program, developing content strategies that engage and expand the customer advocate community online. Effective communication of the importance of customer advocacy, both internally and externally, will be crucial, as will the preparation of compelling presentations, reports, and marketing materials that showcase customer success stories and the impact of advocacy on the business.

Responsibilities

• Craft and execute a comprehensive customer advocacy strategy that integrates with overall marketing and business objectives.
• Develop scalable programs that amplify positive customer feedback and transform customers into active brand advocates.
• Develop deep relationships with key customers to encourage sustained engagement and advocacy.
• Create personalized engagement plans for customers, leveraging detailed customer insights to enhance their experience and satisfaction.
• Work closely with Marketing, Sales, Product Development, and Customer Service teams to ensure a unified approach to customer advocacy.
• Establish systems to gather, analyze, and act on customer feedback from multiple channels.
• Utilize digital tools and social media platforms to enhance and promote the customer advocacy program.
• Develop content strategies that engage and expand the customer advocate community online.
• Communicate the importance of customer advocacy both internally and externally.
• Prepare compelling presentations, reports, and marketing materials that showcase customer success stories and the impact of advocacy on the business.

Requirements

• Bachelor's or master's degree in marketing, Business Administration, Communications, or related field.
• At least 8-10 years of experience in a customer advocacy, customer success, or a closely related role, preferably in the technology sector.
• Demonstrated success in developing and implementing advocacy programs.
• Ability to analyze complex datasets to extract meaningful insights.
• Proficient in the use of CRM software, data analytics tools, and customer feedback platforms to measure program effectiveness and ROI.
• Excellent strategic planning abilities for identifying opportunities for improvement and solving complex problems in innovative ways.
• Skilled at managing relationships with internal and external stakeholders.
• Excellent written and verbal communication skills.
• Confident in crafting clear, persuasive communications and delivering engaging presentations.
• Comfortable with leading change and driving new initiatives within an organization.
• Strong leadership skills with the ability to inspire and direct a diverse team.

Nice-to-haves

• Experience in conflict resolution, team motivation, and performance management.