This posting has been extended beyond it's anticipated closing date.

JOB SUMMARY

The Senior Director of Customer Advocacy is responsible for leading the strategic direction and implementation of programs that build successful relationships with our customers and turn them into champions of our products and services. This role is also responsible for facilitating programs that lead to introductions into key accounts through executive sponsorship.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience.
Lead the advocacy efforts, partnering closely with the executive and sales leadership teams to develop strategies that lead to mutually beneficial partnerships with existing customers resulting in referrals, testimonials and case studies.
Work across the organization and our partners to initiate referral programs that lead to introductions to IT decision makers within key accounts.
Gather and interpret customer feedback to continually evolve our storytelling opportunities to further our brand and consideration within strategic markets.
Develop programs that encourage customers to share their stories and amplify them through events, webinars, social media and other platforms.
Keep up to date on industry and competitive trends and customer needs to ensure our customer narrative remains relevant and impactful.
Work with the creative and content teams to develop assets including advertising, videos, presentations and other assets to highlight customer success stories.
Define and track associated KPIs across engagement and conversion metrics to determine ROI.
Other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Hands-on experience leading a customer advocacy function within a technology company
Proven ability to craft strong narratives by developing customer stories that are relevant to various audiences
Ability to conduct formal presentations to all levels of management on issues or findings in assigned areas or subjects
Ability to work independently and make recommendations and decisions autonomously
Ability to manage multiple projects and tasks at one time and prioritize and organize effectively
Ability to work well cross functionally within the organization Strong attention to detail balanced with the ability to think strategically
Highly developed capacity for teamwork and a strong focus on the customer

Required Education

Bachelor's degree in communications, marketing, or public relations

Required Related Work Experience and Number of Years

10+ years Customer Advocacy, Public Relations or Corporate Communications experience

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Knowledge of cable television products and services preferred

Preferred Education

Bachelor's degree in communications, Business or related discipline and/or equivalent experience

WORKING CONDITIONS

Office environment

Travel as required

#LI-ZW1

MST814 2025-50788 2025

Here, employees don't just have jobs, they build careers. That's why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you're joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

Who You Are Matters Here We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.