Customer Marketing & Advocacy Manager

Houseful; London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is looking for a strategic Customer Marketing & Advocacy Manager to enhance customer engagement and drive product adoption. This hybrid role focuses on building advocacy programs and managing customer communications to ensure satisfaction and retention. The successful candidate will collaborate across teams to create impactful marketing strategies and leverage customer insights. With a commitment to innovation and inclusivity, this role offers a dynamic environment where your contributions will significantly impact the company's growth and reputation.

Benefits

Flexible working arrangements

25 days annual leave

Volunteer days

Digital detox days

Cycle-to-work scheme

Electric car scheme

Free Calm app membership

Enhanced parental leave

Private medical insurance

On-site gym in London

Qualifications

• Experience in customer marketing or advocacy roles within SaaS or B2B sectors.
• Proven success in building advocacy programs impacting retention.

Responsibilities

• Lead customer communications and manage advocacy programs.
• Collaborate with teams to enhance review platform presence.

Skills

Customer Marketing

Advocacy Programs

Webinar Hosting

Interpersonal Skills

Data Analysis

Education

Bachelor's Degree

Tools

Pardot

HubSpot

CRM Systems

Webinar Tools

Review Platforms

Job description

Hybrid working pattern at our London Bridge office

Alto Software Group

Our software solutions connect businesses and consumers, powering more than half of all UK housing transactions each year.

We deliver a one-stop shop for estate agents and home builders to drive efficiencies, speed up transactions, reduce risks, improve customer experiences, stay ahead of regulatory changes, and unlock new business growth opportunities.

While not a start-up, we maintain a start-up mindset to achieve our ambitions and encourage our people to operate with this approach.

Key Responsibilities

We're seeking a strategic and hands-on Customer Marketing & Advocacy Manager to lead efforts in engaging, educating, and energizing our existing Alto customer base. This role involves managing customer communications, driving product adoption via webinars and enablement materials, and building a strong advocacy program—ensuring our happiest customers tell our story.

You will serve as the voice of the customer within the business, managing customer communications, establishing feedback loops, and collaborating with support, success, product, and sales teams to identify advocates and convert them into case studies, reference accounts, and brand ambassadors.

This role will impact retention, revenue growth, and reputation by enhancing our review presence, leading new product launches to existing users, and increasing Alto’s visibility on review platforms and comparison sites.

Customer Communications & Education

• Plan, write, and execute customer communications to highlight features, updates, best practices, and company news.
• Manage the customer webinar program, including educational sessions with the education team and quarterly product roadmap presentations.

Customer Advocacy & Review Strategy

• Develop and manage an ongoing advocacy program to gather testimonials, case studies, peer reviews, reference calls, speaking engagements, and PR opportunities.
• Collaborate with support, training, success, and sales teams to enhance presence on review platforms like Trustpilot, G2, Capterra, Google, and others, driving traffic through communications and incentives.

Webinars, Events & Enablement

• Lead execution of customer-facing webinars, from product roadmaps to educational deep-dives and launches.
• Create content and resources using testimonials, reviews, and case studies to support product adoption and retention.

Cross-functional Collaboration

• Partner with product, success, and sales teams to support customer launches, ensuring aligned messaging and impactful materials.
• Maintain a customer reference database and develop scalable referral and involvement models, cultivating 'Alto Advocates' as brand champions.

Customer Insight & Feedback

• Establish and maintain a feedback loop to inform marketing strategies, product development, and positioning based on customer insights.

Requirements

• Experience in customer marketing, advocacy, or community roles within SaaS or B2B sectors.
• Proven success in building and scaling advocacy programs that impact retention and reputation.
• Strong knowledge of review platforms (Trustpilot, G2, Capterra), webinar tools, CRM, and marketing automation systems like Pardot and HubSpot.
• Excellent storytelling, writing, and interpersonal skills.
• Outstanding cross-functional collaboration abilities.
• Comfortable hosting webinars and presenting to customers.
• Data-driven mindset with the ability to measure and optimize program effectiveness.

Nice to Have

• Experience launching or scaling customer reference programs in B2B SaaS.
• Familiarity with SEO/content platforms for repurposing advocacy assets.

Benefits

• Flexible working arrangements.
• 25 days annual leave plus extra days for service.
• Volunteer days and digital detox days.
• Festive closure period.
• Cycle-to-work and electric car schemes.
• Free Calm app membership.
• Enhanced parental leave.
• Financial support for fertility treatments.
• Group income protection and private medical insurance.
• On-site gym in London.
• 7.5% pension contribution.
• Discretionary bonus up to 10%.
• Referral bonuses up to £5K.

We value diversity and are committed to creating an inclusive environment. All applicants will be considered regardless of ethnicity, gender, age, disability, or background.