Explore Manager of Customer Advocacy jobs and discover a pivotal leadership role at the intersection of customer experience, brand protection, and business growth. A Manager of Customer Advocacy is a strategic leader responsible for transforming satisfied customers into vocal champions while safeguarding the company's reputation during critical incidents. This profession goes beyond traditional customer service management, focusing on proactive relationship-building and high-stakes issue resolution. Typically, professionals in these jobs oversee two core domains: reactive advocacy and proactive advocacy. On the reactive side, they manage escalated, sensitive, or potentially legal customer issues. This involves leading investigations, coordinating with legal, public relations, and executive teams, and ensuring compliant, brand-protective resolutions. They often supervise teams handling executive complaints, social media responses, and complex claims, serving as the last line of defense for customer satisfaction and risk mitigation. Concurrently, the proactive side focuses on cultivating customer promoters. This includes developing reference programs, sourcing and creating compelling customer evidence like case studies and testimonials, and organizing advisory boards. They work closely with Marketing and Sales to leverage customer success stories that drive demand and validate market messaging. Common responsibilities across these roles include providing strategic direction to customer-facing teams, coaching and mentoring staff, and developing performance metrics (KPIs). They act as a crucial liaison between customers and internal departments such as Product, Legal, and Senior Leadership, translating customer feedback into actionable business insights. Building and streamlining processes for reference management, issue escalation, and advocacy engagement are also central to the role. Typical skills and requirements for Manager of Customer Advocacy jobs include a bachelor’s degree (often in Business, Marketing, or Communications) and 5+ years of experience in customer service, customer success, or marketing, with several years in a management capacity. Essential skills are exceptional communication and diplomacy for handling sensitive situations, strong analytical and problem-solving abilities, and project management proficiency. Candidates must demonstrate leadership, with the ability to influence cross-functionally and build relationships at all organizational levels. A deep understanding of customer journey mapping, experience with CRM systems, and a balance of strategic vision and operational execution are highly valued. For those passionate about championing the customer voice while driving tangible business value, Manager of Customer Advocacy jobs offer a dynamic and impactful career path.
