Customer Marketing & Advocacy Manager

📌 Core Information

🔹 Job Title: Customer Marketing & Advocacy Manager

🔹 Company: Houseful

🔹 Location: London, United Kingdom

🔹 Job Type: Hybrid (2 days/week in office)

🔹 Category: Marketing

🔹 Date Posted: April 30, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: On-site (London Bridge office) 2 days/week

🚀 Job Overview

Key aspects of this role include:

• Strategic and hands-on customer marketing to engage, educate, and energize the existing customer base
• Driving product adoption through webinars and enablement materials
• Building a robust advocacy engine to enhance customer communications and feedback loops
• Collaborating cross-functionally to improve retention, revenue expansion, and reputation

ASSUMPTION: This role requires a blend of strategic thinking and tactical execution to drive customer success and advocacy.

📋 Key Responsibilities

✅ Plan, write, and execute ongoing customer communications to improve awareness of features, updates, and best practices

✅ Own the customer webinar program, including educational sessions and quarterly product roadmap series

✅ Support upsell and migration from legacy software products to Alto with tailored content and communications

✅ Build and manage an always-on advocacy program to source, nurture, and activate customers for testimonials, case studies, and PR opportunities

✅ Improve the company's presence on review platforms like Trustpilot and G2 through comms and incentives

✅ Lead execution of customer-facing webinars and develop content using user testimonials and reviews to support product adoption and retention efforts

✅ Collaborate with product, success, and sales teams to support launches to the existing customer base

✅ Maintain a referenceable customer database and develop a scalable model for customer referrals and involvement in commercial opportunities

✅ Develop and maintain a closed-loop feedback mechanism to ensure insights from customers inform marketing efforts, positioning, and product roadmap

ASSUMPTION: This role involves a mix of creative and analytical tasks, requiring strong communication skills and data-driven decision making.

🎯 Required Qualifications

Education: Bachelor's degree in Marketing, Business, or a related field

Experience: 5-10 years of experience in customer marketing, advocacy, or community-focused roles in a SaaS or B2B environment

Required Skills:

• Proven experience building and scaling advocacy programs with measurable impact on retention and reputation
• Strong understanding of review platforms, webinar tools, CRM, and marketing automation systems like Pardot and Hubspot
• Excellent writing, storytelling, and interpersonal communication skills
• Outstanding cross-functional skills
• Comfortable hosting webinars and presenting to customers
• Data-driven, able to measure program effectiveness and optimize continuously

Preferred Skills:

• Prior experience launching or scaling customer reference programs in a B2B SaaS environment
• Experience with SEO/content platforms for repurposing advocacy assets

ASSUMPTION: While a degree is preferred, relevant experience and a strong portfolio may be considered in lieu of formal education.

💰 Compensation & Benefits

Salary Range: £55,000 - £70,000 per annum (based on experience and market rates for similar roles in London)

Benefits:

• Everyday Flex - greater flexibility over where and when you work
• 25 days annual leave + extra days for years of service
• Day off for volunteering & digital detox day
• Festive closure - business closed for period between Christmas and New Year
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced parental leave
• Fertility treatment financial support
• Group income protection and private medical insurance
• Gym on-site in London
• 7.5% pension contribution by the company
• Discretionary annual bonus up to 10% of base salary
• Talent referral bonus up to £5K

Working Hours: Full-time (37.5 hours/week), with flexible working hours and remote work options

ASSUMPTION: The salary range is based on market research for similar roles in London and may vary depending on the candidate's experience and skills.

📌 Applicant Insights

🔍 Company Context

Industry: Information Services, focusing on housing market intelligence and software solutions for estate agents and home builders

Company Size: 51-200 employees, offering a startup mindset within an established organization

Founded: 1999, with a history of providing market intelligence and valuations to major mortgage lenders, housebuilders, and government bodies

Company Description:

• Houseful is a digital platform encompassing trusted brands like Zoopla, Prime Location, Alto, and Jupix
• Hometrack, a subsidiary of Houseful, provides housing market intelligence and automated valuation models
• The company aims to improve efficiencies, speed up transactions, reduce risk, and enhance customer experiences for its clients

Company Specialties:

• House price indices
• Housing market intelligence
• Portfolio valuations
• Property analytics
• Automated valuation models

Company Website: http://www.hometrack.com

ASSUMPTION: Houseful's diverse portfolio of brands allows for career growth and exposure to various aspects of the property market.

📊 Role Analysis

Career Level: Mid-level, with opportunities for growth and progression within the marketing department and the broader Houseful organization

Reporting Structure: Reports directly to the Head of Marketing, collaborating with cross-functional teams such as product, success, sales, and support

Work Arrangement: Hybrid, with 2 days/week in the London Bridge office and the option for flexible working hours

Growth Opportunities:

• Progression to a senior or management role within the marketing department
• Expansion into new markets and products within the Houseful portfolio
• Cross-functional collaboration and exposure to various aspects of the business

ASSUMPTION: This role offers a unique opportunity to make a significant impact on the company's growth and customer success while developing personally and professionally.

🌍 Location & Work Environment

Office Type: Modern, collaborative workspace with on-site gym and amenities

Office Location(s): 5 Copper Row, London

Geographic Context:

• London is a vibrant, multicultural city with a thriving property market
• The London Bridge office is conveniently located near public transportation and various amenities
• The city offers a wide range of cultural, entertainment, and dining options

Work Schedule: Full-time (37.5 hours/week), with flexible working hours and remote work options

ASSUMPTION: The London Bridge office provides an engaging and collaborative work environment that fosters creativity and innovation.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video call with the HR team
• In-depth interview with the Head of Marketing and relevant team members
• Final interview with the CEO or another senior leader

Key Assessment Areas:

• Customer focus and understanding of customer needs
• Communication and presentation skills
• Strategic thinking and problem-solving abilities
• Data-driven decision-making and analytical skills

Application Tips:

• Tailor your resume and cover letter to highlight relevant experience and skills for this role
• Prepare examples of successful customer marketing campaigns or advocacy programs you've led in the past
• Research Houseful and Hometrack to demonstrate your understanding of the company and its products

ATS Keywords: Customer Marketing, Advocacy, SaaS, B2B, Review Platforms, Webinar Tools, CRM, Marketing Automation, Writing, Storytelling, Interpersonal Communication, Cross-Functional Skills, Data-Driven, Program Effectiveness

ASSUMPTION: The interview process is designed to assess the candidate's fit for the role and the company's culture, with a focus on customer-centricity and strategic thinking.

🛠️ Tools & Technologies

• CRM: Salesforce or similar
• Marketing Automation: Pardot or similar
• Webinar Platform: Zoom, GoToWebinar, or similar
• Review Platforms: Trustpilot, G2, and other relevant platforms
• Project Management: Asana, Trello, or similar

ASSUMPTION: The tools and technologies used in this role are standard for the industry and designed to streamline workflows and improve collaboration.

👔 Cultural Fit Considerations

Company Values:

• Customer-centric
• Innovative
• Collaborative
• Data-driven
• Ambitious

Work Style:

• Flexible and adaptable
• Results-oriented
• Strong communicator and team player
• Proactive and solutions-focused

Self-Assessment Questions:

• How do you approach understanding and addressing customer needs in a rapidly evolving market?
• Can you provide an example of a time when you successfully drove customer engagement and advocacy through strategic communications?
• How do you balance creative and analytical thinking in your approach to marketing challenges?

ASSUMPTION: Houseful values diversity, inclusion, and equal opportunities, fostering a collaborative and supportive work environment.

⚠️ Potential Challenges

• Managing customer expectations and feedback in a dynamic market
• Balancing strategic planning with day-to-day tactical execution
• Collaborating effectively with cross-functional teams and stakeholders
• Adapting to changes in the company's product portfolio or market focus

ASSUMPTION: These challenges can be overcome through strong communication, adaptability, and a customer-centric mindset.

📈 Similar Roles Comparison

• Unlike traditional marketing roles, this position focuses heavily on customer advocacy and education
• Experience in the property market or related industries is not required, but a strong understanding of the sector is beneficial
• Career progression opportunities exist within Houseful's diverse portfolio of brands and products

ASSUMPTION: This role offers a unique blend of strategic and tactical marketing responsibilities, with a strong focus on customer success and advocacy.

📝 Sample Projects

• Developing and executing a customer webinar series to drive product adoption and engagement
• Launching a customer advocacy program that generates measurable improvements in customer satisfaction and net promoter scores
• Collaborating with cross-functional teams to create targeted customer communications that support product launches and upsell campaigns

ASSUMPTION: These sample projects illustrate the breadth of responsibilities and the opportunity for impact in this role.

❓ Key Questions to Ask During Interview

• How does this role fit into the company's overall marketing strategy and growth plans?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does Houseful support the professional development and growth of its marketing team members?
• What are the most significant challenges facing the customer marketing function, and how can this role address them?
• How does Houseful approach diversity, inclusion, and equal opportunities in its hiring and workplace practices?

ASSUMPTION: These questions demonstrate a proactive and engaged approach to understanding the role, the team, and the company's culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight relevant experience and skills for this role
• Prepare examples of successful customer marketing campaigns or advocacy programs you've led in the past
• Research Houseful and Hometrack to demonstrate your understanding of the company and its products
• Follow up with the HR team one week after submitting your application to confirm receipt and express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.