Senior Customer Marketing Lead - Remote

<p>Shift Lead - Customer Advocacy - Recruitment &amp; Relationship Management</p> <p>Remote - 7:00AM-4:00PM UTC</p> <p>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.</p> <p>   </p> <p>We’re looking for a Recruitment and Relationship Management Shift Leader to join our global customer advocacy team to drive impact with one of our leading tech clients. This world-class, highly visible team supports several other internal teams including sales, marketing, analyst relations, and events. </p> <p>Broadly, the global Customer Advocacy Program team (CAP) 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 CAP specifically works with 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 their whole portfolio of tech solutions.</p> <p>The Relationship Management team of fulfillment specialists are part matchmaker, part librarian specifically working with sellers and solutions owners to identify which customer advocates and advocacy content assets will provide the most valuable referrals and context for prospective customers. Since the CAP team operates across time zones to support sales and marketing needs globally, each regional team has a shift leader who acts as the key point-of-contact and voice-of-authority for their team’s deliverables.</p> <p>The ideal candidate 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 confident people leader and proactive problem solver will ensure processes are followed and KPIs are met by their team each shift, and collaborate with overall Fulfillment and Relationship Management leaders to maintain top talent, ensure sufficient training, and troubleshoot ongoing problems. This individual will represent Designit by providing world-class service and displaying our core principles in all their communications.</p> <p><strong>Would you like to…</strong>  </p> <ul> <li>Manage regional team of Advocacy specialists</li> <li>Support Team Leaders by providing a middle-layer of management of the team members and acts as a lead when the Team Lead is off hours</li> <li>Act as the primary point of contact between the team members and leadership team on escalations, overseeing end-to-end of the process until mitigation has been achieved, ensuring timely and effective communications are maintained and executed throughout</li> <li>Ensure each individual team-member within their respective shifts provides high-quality and consistent experiences</li> <li>Collaborate with the Team Leads in relation to planning and scheduling team members capacity to support proactive projects</li> <li>Provide feedback to team members within their respective Time-zone to help improve their performance and the overall program</li> <li>Monitor SLA/KPI adherence of the individual Specialists in their Time-zone</li> <li>Responsible for case routing and distribution/assignment to team members within their Time-zone, based on each individual’s workload and capacity</li> <li>Act as primary point-of-contact for clients within the region</li> <li>Support Delivery Leadership with capacity forecasting activities</li> <li>Own the communications between the team members and the Leadership team, provide necessary and timely updates on escalations</li> <li>Carry out regular checks to ensure processes are being followed and verify the quality of the work</li> </ul> <p><strong>What you bring: </strong> </p> <ul> <li>5+ years as a client partner at a marketing/consulting agency with marketing experience in the B2B space preferably in the customer advocacy field  </li> <li>3+ years’ of experience managing cross-functional teams comprised of various agencies all united to achieve the same goal</li> <li>Bachelor’s Degree or equivalent of 5+ years’ marketing experience </li> <li>Expert client and executive-level presentation skills; Exceptional written and oral communication skills</li> <li>Respect and adherence to protocols around sensitive and confidential information</li> <li>Data-interpretation skills to inform strategy and provide actionable insights</li> <li>Interest in technology and B2