Senior Marketing Manager, Customer Advocacy & Awards Program

Info-Tech Research Group

17d

About The Position

The Senior Marketing Manager – Customer Advocacy & Awards program will play a crucial role in driving customer engagement, retention, and brand loyalty by building and scaling our customer advocacy initiatives and awards program. This critical leadership role requires a strategic, results-oriented professional to design, execute, and scale these programs. Your mission will be to integrate these programs into a unified, impactful strategy that fosters deep customer loyalty and delivers measurable business outcomes. This role will focus on cultivating strong relationships with our customers, encouraging them to share their success stories, and leveraging their experiences to reinforce the value of our services. As part of the Customer Marketing team, this role ensures that customers engage with our business, maximizing their experience and investment. The Senior Marketing Manager will work closely with sales, customer services, and other marketing team members to support strategic initiatives that foster customer advocacy and reinforce customer commitment to our services. Additionally, this role will act as a team leader and project manager. They will have three shared direct reports, requiring strong leadership skills to allocate resources effectively and manage competing priorities. This is an exciting opportunity to play a critical role in strengthening customer relationships and driving long-term business success. If you are a strategic marketer with a passion for customer engagement and loyalty, we encourage you to apply!

Requirements

BS/MS degree in marketing, communications, or a related field.
7-10 years of experience in B2B marketing, customer engagement, or advocacy roles.
Experience managing customer advocacy, reference programs, or customer awards programs.
Strong ability to build and nurture customer relationships, with a passion for amplifying customer success.
Proven experience in developing and executing integrated marketing campaigns.
Ability to manage and prioritize multiple initiatives while collaborating with various stakeholders.
Strong storytelling and content creation skills, with experience in developing case studies and testimonials.
Excellent written and oral communication skills.
Analytical mindset with the ability to measure program success and iterate based on data insights.
Experience in managing and mentoring team members, ensuring effective resource allocation.
Familiarity with CRM and marketing automation tools (Salesforce, HubSpot, Marketo, or similar)

Nice To Haves

Bilingual proficiency in French, Spanish or German is preferred to support our diverse client base across North America and globally.

Responsibilities

Develop and execute a comprehensive customer advocacy strategy that increases customer engagement and reinforces brand loyalty.
Build, manage, and scale our customer awards program to recognize and celebrate customer success stories.
Develop and scale a customer referral program that leverages engaged advocates to drive high-quality, net-new opportunities aligned with overall growth objectives.
Partner closely with Sales to identify referral-ready customers, define clear referral pathways, and ensure referrals are positioned and tracked as a core extension of customer advocacy.
Identify and nurture customer advocates, creating opportunities for them to participate in case studies, testimonials, events, and peer networking initiatives.
Work closely with sales and customer services teams to identify high-value customers for advocacy opportunities.
Collaborate with the broader marketing team to create compelling advocacy content that can be leveraged across multiple channels, including digital, events, and social media.
Develop strategies to encourage customer referrals and peer recommendations, aligning with overall growth objectives.
Optimize the process for collecting and amplifying customer stories, ensuring seamless execution across teams.
Lead and manage a team of two shared marketing resources, acting as a project manager and effectively allocating their time and skills across different initiatives based on business priorities.
Track and analyze key advocacy metrics, refining strategies to improve engagement and program effectiveness.
Serve as a key liaison between marketing, sales, and customer success teams to ensure advocacy efforts align with broader business goals.