Lead - Customer Advocacy- Recruitment Management - Remote

Lead - Customer Advocacy- Recruitment Management

Remote - 9:00AM-6:00PM ET

Want to be part of an amazing team, hell-bent on crafting a better future within the B2B customer space? We’re always looking for critical thinkers who are curious, data-driven, have a growth mindset, and excel at creating strategic points of view by levering data and learnings.  We are consultants. Strategists. Creators. Doers. Achievers. Explorers. Geeks. Leaders. Learners. Renegades. Seekers. Visionaries. And we fundamentally believe that we’re better together.

We’re looking for a Recruitment Leader to join our global customer advocacy team to drive impact with one of our leading tech client teams. This world-class, highly visible enterprise team supports several other internal teams including sales, marketing, analyst relations, and events. 

Broadly, the Global Customer Advocacy Program team (GCAP) is on a mission to connect a community of customers and industry decision-makers to tackle today’s most common digital transformation challenges. Functionally, the Recruitment Team within GCAP specifically works with client's account owners and solutions managers to identify, vet and recruit satisfied customers into the advocacy program so that sellers and marketers can leverage their voices to support sales objectives across leading solutions (Azure, Microsoft Dynamics 365, Surface, Microsoft 365, Power Platform among others).

The ideal Recruitment Leader will not only have B2B Advocacy experience which helps them understand the pressures and expectations of the sellers and customer account owners, but will also understand the program from the standpoint of potential customer advocates and the program’s target audience, IT and Business Decision Makers. This skillful leader and proactive strategist will direct and mentor a team of more than a dozen specialists working across multiple time zones and will serve as a member of the Customer Advocacy Leadership team helping to define the ongoing growth and success of GCAP all-up. 

In addition to people management and collaboration, this role requires a persuasive problem solver with impeccable attention to detail and excellent communication skills who works successfully with team members, stakeholders, and senior managers to formulate the customer advocacy standard operating procedures (SOPs), documentation, training, quality assurance, and continuous management of process improvement changes to meet program objectives. ​This individual will represent Designit by providing world-class service and displaying our core principles in all their communications.

Would you like to… 

• Manage the team of Recruitment Advocacy specialists
• Serve as an operational subject matter expert by establishing, demonstrating, and sharing best practices with team
• Identify and solve potential risks/success barriers across staffing, people growth, work processes, tools, and delivery, directing regular documentation updates and detailed process improvements
• Passionately build, mentor, and grow the team
• Oversee onboarding, offboarding, account setup, and training of new hires, including interview participation
• Manage performance, regular team meetings and 1:1s, escalations, and PTO coverage plans
• Ensure diversity of experience and thinking within the team, defending equitable processes and creating an inclusive culture
• Act as primary point-of-contact for GCAP clients
• Define goals, strategies, and set a measurement framework in partnership with key stakeholders
• Foster strong client partnerships and build a regular cadence around status reports on overall project and team health
• Participate in regular cadence of program planning and reporting meetings, including SOP reviews, QA readouts, team capacity assessments, and growth roadmaps
• Proactively find and recommend efficiencies in the content production framework
• Oversee the Team’s deliverables (tracking, analysis, optimization recommendations and presentation) and present reports to key stakeholders
• Provide performance reporting against KPIs and monthly capacity limits

What you bring: 

• 8+ years as a client or client partner from a marketing/consulting agency with B2B customer experience, preferably in the customer advocacy field  
• 5+ years’ of experience managing large cross-functional teams comprised of various agencies all united to achieve the same goal
• Bachelor’s Degree or equivalent of 5+ years’ B2B experience
• Expert client and executive-level presentation skills; Exceptional written and oral communication skills
• Respect and adherence to protocols around sensitive and confidential information
• Data-interpretation skills to inform strategy and provide actionable insights