Head of Global Customer Advocacy

3 weeks ago

Parsons, West Virginia, United States Infor Full time

Position Overview:

The Director of Global Customer Advocacy is a key leadership position reporting directly to the Vice President of Global Customer Marketing. This role is integral to the establishment of a premier customer marketing function aimed at enhancing customer interaction, nurturing loyalty, and promoting advocacy throughout the customer lifecycle.

Key Responsibilities:

  • Develop and implement scalable strategies for customer engagement that drive loyalty and advocacy.
  • Establish the company’s inaugural Customer Advocacy Hub, along with a sustainable model for its growth and evaluation.
  • Collaborate with the VP of Global Customer Marketing to formulate new governance frameworks and measurement methodologies that support a vibrant global User Group initiative.
  • Leverage data-driven insights to assess the success of customer marketing initiatives and refine strategies for ongoing enhancement.
  • Partner with the Reference Team to create a new operational framework for an upcoming Reference Management Tool.
  • Ensure alignment of customer marketing strategies with corporate objectives and market approaches, showcasing effective cross-functional leadership and collaboration.
  • Oversee the management of Customer Marketing budgets, providing regular updates on financial performance to Marketing Leadership.
  • Develop an operational framework and data strategy that supports future Customer Marketing initiatives, including user communities and the Advocacy Hub.

Qualifications:

Basic:

  • Proven experience in technology marketing, particularly in B2B SaaS, with a focus on designing and scaling customer advocacy and engagement programs.
  • Strong ability to cultivate relationships with internal stakeholders, including executives, sales, product management, and marketing.
  • Experience in managing programs that deliver tangible business value.
  • Demonstrated capability to navigate teams through periods of change.
  • Experience in budgeting and project management.
  • Proficient in delivering presentations and written communications across all organizational levels.
  • Experience working collaboratively in a software industry context.

Preferred:

  • Familiarity with marketing technologies such as reference tools, survey tools, analytics platforms, Pardot, Gainsight, and SFDC.

About Infor:

Infor is a leading provider of business cloud software solutions tailored for specific industries. Our comprehensive industry suites are designed to enhance user experience, utilize data science, and seamlessly integrate with existing systems. Over 60,000 organizations globally depend on Infor to navigate market challenges and achieve comprehensive digital transformation.

We are committed to fostering a diverse and inclusive workplace that reflects the markets and communities we serve. Infor is an Equal Opportunity Employer, dedicated to creating an environment free from discrimination based on any protected status.

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