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1 General Discussion

1 General Discussion

Request for Customer Marketing Org Chart and Position Insights

·Apr 05, 2024 02:22 PM

Wondering if anyone would be willing to share their org chart/list of positions they have in their Customer Marketing vertical? Trying to think through what those roles would be (I have ideas - references, success stories, etc.) but would love to hear what's working for you all in real life.

4 comments

· Sorted by Oldest

Karilla Dyer
·
Back when we had a team (it's been downsized to just me and part time contractor) we had a Director of Customer Marketing with a customer marketing campaign manager who focused on upsell/cross sell motions and a customer advocacy and references manager who focused on our advocacy program and reference management along with generating case studies and online reviews. We felt a little strained even with three people. I would say get a tool to help automate reference management so your advocacy person can spend more time sourcing stories/reviews and expanding the advocate pool.
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Mary Green
·
Bree Bunzel Kevin Lau Rachel Ward
Bree Bunzel
·
When creating our team strategy, we first start with grounding on:
Team Mission, state of the world, opportunity for the company
Team Charter - what we do, outcomes we drive, our decision space (ie. what do we decide vs. our content team on customer stories), closest partners, what you can expect from us
Key Jobs to be done - we then take all these inputs and create key jobs to be done - our buckets are Customer Advocacy, Adopt & Growth + events, Voice of Customer and Data/Insights/Ops- we list out the key programs and then create the team structure
Today we have:
A Voice of Customer team that focuses on CABs, Advocate Product Groups, References and Referrals
A Community Advocacy side focused on customer review programs, customer community and experience - CM ops fits in here for now but spans across all programs
Hope that helps!
Kevin Lau
·
Remind me and I’ll show you my org design deck
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