Customer Marketing & Advocacy Manager

Houseful; London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

An established industry player is looking for a dynamic Customer Marketing & Advocacy Manager to engage and energize their customer base. This role emphasizes the importance of customer communications and advocacy, driving product adoption through webinars and tailored content. The ideal candidate will collaborate across teams to enhance customer experiences and drive retention. With a focus on building a robust advocacy engine, this position offers a unique opportunity to influence revenue growth and brand reputation in a thriving environment. Join a forward-thinking company that values innovation and customer success.

Benefits

Flexible Arbeitszeiten

25 Tage Urlaub plus zusätzliche Tage

Tag für Freiwilligenarbeit

Festtagsurlaub über Weihnachten

Fahrrad- und Elektroauto-Programme

Kostenlose Calm App-Mitgliedschaft

Erweiterter Elternurlaub

Unterstützung bei Fruchtbarkeitsbehandlungen

Private Krankenversicherung

On-Site Fitnessstudio in London

Qualifications

• Starke Erfahrung in Kundenmarketing und Advocacy in SaaS-Umgebungen.
• Erfolgreiche Entwicklung und Skalierung von Advocacy-Programmen.

Responsibilities

• Leitung der Kundenkommunikation und Entwicklung von Advocacy-Programmen.
• Durchführung von Webinaren und Erstellung von Inhalten zur Produktverwendung.

Skills

Kundenmarketing

Advocacy-Programme

CRM-Systeme

Webinar-Tools

Interpersonelle Kommunikation

Datenanalyse

Tools

Pardot

Hubspot

Trustpilot

G2

Capterra

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 risk, improve end-customer experiences, stay ahead of regulatory changes, and unlock new areas for business growth.

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

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 owning and evolving customer communications, driving product adoption through webinars and enablement materials, and building a robust advocacy engine—ensuring our happiest customers share our story.

You will serve as the voice of the customer, 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 champions.

This position will impact retention, revenue growth, and reputation by enhancing 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 ongoing customer communications to raise awareness of features, updates, best practices, and company news.
• Manage the customer webinar program, including educational sessions with the education team and a quarterly product roadmap series.
• Support upselling and migration from legacy products to Alto with tailored content and communications to boost engagement and conversions.

Customer Advocacy & Review Strategy

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

Webinars, Events & Enablement

• Lead execution of customer-facing webinars, including roadmap reveals, educational sessions, and product 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 launches and ensure messaging and materials are aligned.
• Maintain a customer reference database and develop scalable models for customer referrals and involvement in commercial opportunities, creating a cohort of 'Alto Advocates' as brand ambassadors.

Customer Insight & Feedback

• Develop and maintain a feedback mechanism to ensure customer insights inform marketing strategies, positioning, and product development.

Minimum Requirements

• Strong experience in customer marketing, advocacy, or community roles within SaaS or B2B environments.
• Proven success in building and scaling advocacy programs impacting retention and reputation.
• Solid understanding of review platforms (Trustpilot, G2, Capterra), webinar tools, CRM, and marketing automation systems like Pardot and Hubspot.
• Excellent writing, storytelling, and interpersonal communication skills.
• Outstanding cross-functional collaboration skills.
• 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 SaaS.
• Experience with SEO/content platforms for repurposing advocacy assets.

Benefits & Perks

• Flexible working arrangements
• 25 days annual leave plus additional days for service
• Day off for volunteering & digital detox
• Festive closure over Christmas/New Year
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced parental leave
• Fertility treatment support
• Group income protection and private medical insurance
• On-site gym in London
• 7.5% pension contribution
• Discretionary bonus up to 10%
• Referral bonus up to £5K

Our Commitment

We aim to make Houseful more welcoming, fair, and inclusive. We consider all applications equally, regardless of ethnicity, color, national origin, religion, sexual orientation, gender, age, disability, neurodiversity, family status, or unemployment history.