Customer Advocacy Manager Job Description [Updated for 2025]

In the era of customer-centric business, the role of a Customer Advocacy Manager has never been more crucial.

As businesses evolve, the demand for professionals who can nurture, manage, and champion our customer relationships grows exponentially.

But let’s delve deeper: What’s truly expected from a Customer Advocacy Manager?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager mapping out the perfect candidate,
• Or simply intrigued by the dynamic world of customer advocacy,

You’ve come to the right place.

Today, we present a customizable Customer Advocacy Manager job description template, designed for straightforward posting on job boards or career sites.

Let’s dive right in.

Customer Advocacy Manager Duties and Responsibilities

Customer Advocacy Managers are responsible for improving customer relationships and promoting customer satisfaction, loyalty, and retention.

They play a critical role in understanding customer needs and ensuring their voices are heard within the organization.

The main duties and responsibilities of a Customer Advocacy Manager include:

• Developing and implementing customer advocacy programs and initiatives
• Monitoring customer satisfaction scores and initiating projects to improve these scores
• Communicating customer concerns and needs to relevant departments for improvements
• Building and maintaining relationships with key customers and industry influencers
• Identifying opportunities to engage customers and gather their feedback
• Managing a team of customer service representatives and providing them with appropriate training and support
• Working closely with sales, marketing, and product teams to align customer advocacy strategies
• Creating and presenting reports on customer feedback and advocacy activities to senior management
• Collaborating with the marketing team to share customer success stories and testimonials
• Organizing and attending events, webinars, and forums to promote customer advocacy

 

Customer Advocacy Manager Job Description Template

Job Brief

We are looking for an experienced and passionate Customer Advocacy Manager to join our team.

As a Customer Advocacy Manager, you will be responsible for developing and maintaining strong relationships with our clients, responding to their needs, and ensuring their satisfaction with our services.

Your role will involve managing customer communications, implementing customer satisfaction strategies, and liaising between customers and our internal teams to ensure exceptional service.

Our ideal candidate will have a strong understanding of customer service techniques, a commitment to excellent customer service, and the ability to lead a team effectively.

 

Responsibilities

• Develop and implement customer service policies and procedures
• Manage and lead a team of customer service staff
• Handle complex customer complaints or enquiries
• Analyze customer feedback and develop strategies to improve customer satisfaction
• Work closely with other departments to ensure products meet customer expectations
• Train staff in customer service procedures and company products
• Create and maintain a positive and professional environment for customers and employees
• Monitor and measure customer satisfaction
• Develop strategies to improve the overall customer experience

 

Qualifications

• Proven work experience as a Customer Service Manager or similar role
• Excellent knowledge of customer service practices and principles
• Outstanding communication and interpersonal skills
• Ability to lead, coach and manage a team
• Ability to manage complex customer service issues
• Strong problem-solving skills
• Experience with CRM software
• BSc degree in Business Administration or relevant field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Customer Advocacy Manager
• Work Environment: Office setting with options for remote work. Interaction with customers and team members is a regular part of the job.
• Reporting Structure: Reports to the Director of Customer Service or Customer Experience Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $75,000 minimum to $120,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Customer Advocacy Manager Do?

Customer Advocacy Managers typically work for various industries, often in companies that provide services or products to consumers.

They are crucial in enhancing the customer experience and can work as part of a customer service team or independently.

They are primarily responsible for creating and implementing strategies to improve customer satisfaction, loyalty, and advocacy.

They work closely with the customer service, marketing, and sales teams to understand customer needs and expectations.

Their role involves managing customer feedback, complaints, and inquiries, and ensuring these are resolved in a timely and efficient manner.

They also analyze customer interactions and data to identify trends, issues, or opportunities for improvement.

Customer Advocacy Managers often act as a bridge between the company and its customers, advocating for the customers’ needs within the company.

They might be involved in developing customer-focused policies and standards, and educating other employees on the importance of customer advocacy.

They may also work with marketing and sales teams to incorporate customer testimonials and feedback into marketing materials, sales presentations, and product development.

 

Customer Advocacy Manager Qualifications and Skills

A Customer Advocacy Manager should possess a combination of skills and qualifications to engage with and advocate for customers, such as:

• Strong knowledge of customer service procedures, policies, and standards to ensure customer satisfaction.
• Excellent communication skills to effectively convey customer concerns to internal teams and articulate solutions back to customers.
• Experience with customer relationship management (CRM) software to keep track of customer interactions and note potential areas for improvement.
• Ability to work collaboratively with different teams such as sales, marketing, and product to ensure a unified customer experience.
• Strategic thinking and problem-solving skills to address customer issues and implement effective solutions.
• Strong leadership skills to guide and motivate a customer advocacy team.
• Excellent interpersonal skills to build and maintain relationships with customers and ensure their satisfaction and loyalty.
• Understanding of data analysis to measure customer satisfaction and adjust strategies accordingly.
• Highly developed organizational skills to manage and prioritize multiple customer advocacy initiatives.

 

Customer Advocacy Manager Experience Requirements

Customer Advocacy Managers generally have a background in customer service, sales, or marketing.

These professionals often start their careers in entry-level customer service roles where they can gain practical experience in addressing customer needs and concerns.

Candidates may need 3 to 5 years of experience in customer advocacy, customer support or account management roles.

This provides them with a solid understanding of customer relationship management, conflict resolution, and customer satisfaction methodologies.

Those with more than 5 years of experience are usually considered for management roles.

They likely have an extensive background in advocating for customers within a company, implementing customer advocacy programs, and leading customer-focused teams.

In addition, experience in public speaking, project management, and data analysis may be beneficial.

As with many management roles, it’s advantageous for a Customer Advocacy Manager to have experience with team leadership, strategic planning, and performance monitoring.

Prior experience in a supervisory or managerial role is often required, as Customer Advocacy Managers need to oversee the work of a customer advocacy team and ensure the team’s alignment with broader company goals.

 

Customer Advocacy Manager Education and Training Requirements

Customer Advocacy Managers typically have a bachelor’s degree in business administration, marketing, communications, or a related field.

They also need to have a strong background in customer service and understanding customer needs.

Familiarity with Customer Relationship Management (CRM) systems is crucial for this role.

Experience in public relations, business development, or customer support can be beneficial.

Some positions may require Customer Advocacy Managers to have a master’s degree in business administration or marketing.

It is essential for candidates to have excellent communication skills, both written and verbal, as they will be required to interact with customers and represent the company.

Customer Advocacy Managers may also pursue certifications in customer experience, customer service, or business processes, demonstrating their dedication and expertise in their field.

Often, these roles require a good understanding of the industry the company operates in, meaning additional courses or knowledge in that area can be beneficial.

In addition to formal education and certifications, Customer Advocacy Managers need to have excellent problem-solving skills, be able to work in a fast-paced environment, and have the ability to lead and motivate a team.

 

Customer Advocacy Manager Salary Expectations

The average salary for a Customer Advocacy Manager is $74,532 (USD) per year.

The actual compensation can vary greatly, depending on factors such as the individual’s level of experience, the size and industry of the employing company, and the cost of living in the specific geographical location.

 

Customer Advocacy Manager Job Description FAQs

What skills does a Customer Advocacy Manager need?

A Customer Advocacy Manager should have excellent communication and interpersonal skills to understand customer needs and drive their satisfaction.

They should have problem-solving abilities to handle customer complaints effectively.

Knowledge of customer service software, databases, and CRM tools is also important.

The ability to take initiative and lead a team is crucial in this role.

 

Do Customer Advocacy Managers need a degree?

While not always required, having a bachelor’s degree in business administration, marketing, or a related field can be beneficial for a Customer Advocacy Manager.

However, companies often value relevant work experience and proven customer service skills more than formal education.

 

What should you look for in a Customer Advocacy Manager resume?

A resume of a successful Customer Advocacy Manager should highlight experience in customer service roles, preferably in leadership positions.

Look for demonstrated skills in conflict resolution, team leadership, customer relationship management, and strategic planning.

Familiarity with CRM software and other relevant tools is also an advantage.

 

What qualities make a good Customer Advocacy Manager?

A good Customer Advocacy Manager should be customer-oriented and have a genuine desire to meet and exceed customer expectations.

They should be able to make quick and effective decisions under pressure.

An empathetic mindset, excellent communication skills, and the ability to motivate and lead a team are also crucial qualities.

 

Is it difficult to hire a Customer Advocacy Manager?

Finding the right person for a Customer Advocacy Manager role can be challenging.

This position requires a unique combination of leadership, customer service, and strategic planning skills.

You may need to offer competitive salaries and benefits, a positive work environment, and opportunities for career growth to attract top candidates.

 

Conclusion

There you have it.

Today, we’ve gone behind the scenes of what it truly takes to be a Customer Advocacy Manager.

Surprise, surprise!

It’s not just about handling customer complaints.

It’s about shaping the customer experience, one interaction at a time.

Armed with our comprehensive Customer Advocacy Manager job description template and real-life examples, you’re ready to take the plunge.

But don’t just stop there.

Take a deep dive with our job description generator. It’s your stepping stone to meticulously crafted job postings or refining your resume to perfection.

Remember this:

Every customer interaction is a step towards defining your brand.

Let’s shape that experience. Together.

How to Become a Customer Advocacy Manager (Complete Guide)

The Power Circle: Most Prestigious Jobs for the Elite

Easy Does It: Jobs Where Stress is Not on the Agenda

Paycheck Perspective: These Jobs Have the Smallest Salaries in 2025

Happiness at Work: The Most Satisfying Jobs to Pursue