Director of Customer Advocacy

The Product Marketing Strategy and Operations team is responsible for organizational effectiveness and transformational programs. We help create the processes and conditions for high performance across the team. We partner closely with product marketing leadership to drive strategy, operations and planning across the product marketing organization. And we lead programs that make things noticeably better for internal and external users.

We are hiring for a Director of Customer Advocacy who will create a pan-Thomson Reuters playbook, strategy, process, and governance mechanisms to facilitate how we help capture our customers’ voice and leverage them in market. This role is highly visible and cross-functional, driving revenue growth through the creation of compelling customer references and evidence materials aligned with TR’s key messages and products. This strategic role includes developing a pan-TR strategy for customer advocacy, implementing processes for program management, and ensuring a unified approach across teams from nomination to activation.

About the Role

In this opportunity as Director of Customer Advocacy, you will be:

• Passionate about bringing the customer’s voice to the forefront of our marketing and sales storytelling
• A systematic thinker who’s able to flex between the tactical and the strategic, creating repeatable processes that span multiple stakeholder groups
• Outcome-driven, able to overcome challenges to deliver measurable results
• A team thinker and team player, able to build and maintain relationships with key stakeholders to ensure program buy-in and support
• A leader who can push back where necessary to ensure that our case studies and customer stories reach a high bar of credibility, engagement, and alignment with brand voice and messaging 

Responsibilities

• Build and own the workflows, processes, governance, technology, and measurement for nominating customers, onboarding them into the program, and activating customers to publish approved assets
• Collaborate with Sales, Customer Success, Marketing, and Product teams to align strategies and tactics with overall business priorities
• Facilitate internal education on the value and application of the culture of customer advocacy across the organization
• Scale the program by identifying opportunities for growth and expansion of current advocacy initiatives
• Track and measure success using advocacy platforms and new reports to measure the impact of advocacy activities

About You

You’re a fit for the role of Director of Customer Advocacy if your background includes:

• 5+ years in customer marketing, customer advocacy, program management, or related marketing experience, ideally supporting a SaaS product
• Proven track record of designing and implementing successful customer advocacy programs
• Excellent writing and storytelling skills, with the ability to craft compelling customer stories and case studies
• Exceptional project management and organizational skills, with the strong ability to influence across a matrixed organization
• Experience with process design and governance, with the ability to develop and implement efficient and effective workflows
• Ability to define, manage, and maintain repeated processes, complex schedules, competing priorities, and unexpected variables
• Strong analytical and problem-solving skills, with the ability to measure and monitor program performance
• Strong attention to detail, with the ability to ensure high-quality output and adherence to brand standards

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What’s in it For You?

Join us to inform the way forward with the latest AI solutions and address real-world challenges in legal, tax, compliance, and news. Backed by our commitment to continuous learning and market-leading benefits, you’ll be prepared to grow, lead, and thrive in an AI-enabled future. This includes:

• Industry-Leading Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, and hybrid model, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a c