Responsibilities

• Own and scale customer advocacy. Grow YOOBIC’s advocacy and reference programme, expanding our network of customer champions, speakers, references and storytellers while making participation valuable and rewarding for customers. Bring structure and rigor to the programme and scale it to the next level.
• Turn customer success into powerful stories. Develop compelling customer content that brings measurable outcomes to life, showcases the impact YOOBIC has on retail businesses and frontline teams, and supports campaigns, sales conversations and external opportunities.
• Create a connected customer journey and community. Bring existing touchpoints and initiatives together into a more consistent lifecycle programme that strengthens relationships and supports engagement, retention, upsell and cross-sell opportunities. Take ownership of YOOBIC’s customer community events.
• Give customers a bigger voice. Help to build our Customer Advisory Board, Voice of Customer programme, customer community and speaker programme—creating meaningful ways for customers to connect, contribute, share expertise and help shape YOOBIC’s future.
• Build the structure that helps great programmes scale. Establish clear processes, segmentation, communications, playbooks and ways of working that make customer marketing easier to activate across teams, regions and customer groups.
• Own the outcomes. Define how success is measured, track the contribution of customer marketing to advocacy, engagement, retention, expansion and pipeline, and use those insights to focus investment on the programmes with the greatest potential.

Requirements

• Proven experience in customer marketing, customer advocacy or customer success within a software or SaaS company, ideally working with enterprise customers.
• A genuine passion for customers and the energy, credibility and confidence to be a visible face of YOOBIC with our customer community.
• A leader-and-builder mindset. You can set a clear vision, bring people with you and then turn that vision into programmes, processes and results.
• A strong sense of ownership and a bias for action. You spot opportunities, move work forward and follow through on the details needed to deliver something exceptional.
• Experience turning successful but distributed customer initiatives into structured, scalable and measurable programmes.
• Strong commercial instincts and demonstrated success supporting customer advocacy, retention, upsell and cross-sell initiatives.
• A clear understanding of complex customer accounts, along with the judgement to tailor your approach to different relationships, priorities and stages of the customer lifecycle.
• Exceptional communication and relationship-building skills. You know how to earn trust, uncover a great story and make customers feel recognised, supported and excited to participate.
• The ability to work across Customer Success, Account Management, Sales, Product and Marketing, creating shared momentum without adding unnecessary complexity.
• Strong organisational and programme-management skills, with experience developing customer stories, managing speakers and delivering high-quality campaigns, events or community experiences.

Benefits

• 33 days annual leave (including bank holidays)
• Scottish Widow Pension scheme
• Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
• Simplyhealth cash plan (includes dental and vision coverage)
• Healthy Mind EAP
• Short Term and Long Term disability coverage
• Life Assurance
• Critical Illness coverage
• Enhanced parental leave
• Team events including weekly breakfast, gourmet lunches and lots of social events