Staples global careers United States

Advocacy Program Manager

Function: Marketing
Location: Staples Corporate Center, Framingham, 01702, Massachusetts
Date posted: 04/20/2017
Type: Full-time
Permanent / Contract: Regular
Job number: 1011502

Position Responsibilities:


Execute enrollment plans to build effective pipeline of new Advocates into the community.

  • Create and deploy emails, onsite banners and digital display ads

 

Maintain Advocate engagement and retention in the community

  • Keep community site fresh with new weekly activities and rewards including quarterly events
  • Communicate and respond to customers as needed
  • Manage community discussion boards to make sure peer-to-peer Advocate engagement is high
  • Execute plans to re-engage inactive members and increase retention

 

Drive Advocate activities including:

  • Managing advocate referral, customer reference and customer mentorship programs
  • Driving content for customer testimonials, blog and case study opportunities
  • Driving social amplification of SBA content (whitepapers, blog posts, infographics, etc.)
  • Developing Advocate activities in support of major business initiatives and objectives

 

Reporting/Analysis & Budget

  • Develop and distribute comprehensive reporting on community metrics as well as customer insights
  • Track against multiple KPI’s – engagement levels, referral pipeline, social shares, etc.
  • Manage Rewards budget – fulfilling requests for Advocates and monitoring spend

 

Manage Advocacy platform technology integration with eCommerce and CRM websites

  • Work with cross-functional partners to establish and maintain website integrations and troubleshoot problems

Assist with daily management of Sales Rep pilot program, InsidersAdvantage


  • Stay current on all of community software platform enhancements as well as industry trends in order to optimize program
  • Responsible for day-to-day management of the Advocacy community which includes responding to Customer Advocates inquiries and discussion board comments
  • Responsible for managing software platform supplier and other external vendor relationships
  • Responsible for developing and executing short- to mid-term strategic marketing plans for high-speed growth of Advocacy program

Basic

  • BA/BS required with emphasis on social media, marketing and business
  • At least 3 years of professional experience in a relationship-driven marketing or social media 

Preferred

  • Previous customer advocacy  or community management experience preferred
  • Familiarity with gamification is a plus
  • Technical knowledge of the latest digital marketing tools and channels, including CRM, user communities and marketing automation platforms
  • Experience creating and executing marketing campaigns and programs that drive customer engagement
  • Customer research and insights experience is a plus
  • Detail and process-oriented project management skills
  • Exemplary analytic, written and verbal communication skills
  • Ability to manage multiple projects/deadlines simultaneously and independently
  • Strong Excel skills to develop reports/dashboards

 

Additional Information

 

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.