New

Director of Customer Advocacy

Thomson Reuters
life insurance, parental leave, paid time off, paid holidays, tuition reimbursement, 401(k)
United States, Michigan, Ann Arbor
6300 Interfirst Drive (Show on map)
Feb 28, 2025
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 #LI-JK3 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 culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Culture: Globally recognized and award-winning reputation for inclusion, innovation, and customer-focus. Our eleven business resource groups nurture our culture of belonging across the diverse backgrounds and experiences represented across our global footprint. Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. In the United States, Thomson Reuters offers a comprehensive benefits package to our employees. Our benefit package includes market competitive health, dental, vision, disability, and life insurance programs, as well as a competitive 401k plan with company match. In addition, Thomson Reuters offers market leading work life benefits with competitive vacation, sick and safe paid time off, paid holidays (including two company mental health days off), parental leave, sabbatical leave. These benefits meet or exceeds the requirements of paid time off in accordance with any applicable state or municipal laws. Finally, Thomson Reuters offers the following additional benefits: optional hospital, accident and sickness insurance paid 100% by the employee; optional life and AD&D insurance paid 100% by the employee; Flexible Spending and Health Savings Accounts; fitness reimbursement; access to Employee Assistance Program; Group Legal Identity Theft Protection benefit paid 100% by employee; access to 529 Plan; commuter benefits; Adoption & Surrogacy Assistance; Tuition Reimbursement; and access to Employee Stock Purchase Plan. Thomson Reuters complies with local laws that require upfront disclosure of the expected pay range for a position. The base compensation range varies across locations. Eligible office location(s) for this role include one or more of the following: New York City, San Francisco, Los Angeles, and/or Irvine, CA; McLean, VA; Washington, DC. The base compensation range for the role in any of those locations is $156,450 - $290,550. For any eligible US locations, unless otherwise noted, the base compensation range for this role is $135,800 - $252,200. This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance. Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs. Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. Accessibility As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. Protect yourself from fraudulent job postings click here to know more. More information about Thomson Reuters can be found on https://thomsonreuters.com.