Customer Advocacy Manager - Returnly

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Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm, Inc. proudly includes Affirm, PayBright, and Returnly. 

As Merchant Advocacy Manager you will build and drive a best-in-class customer advocacy program. You will be responsible for building a set of programs to identify, engage, and amplify customer advocates to improve retention and influence pipeline to support sales.  You will partner cross-functionally with the Services, Customer Success, Marketing, and Product teams to enhance key customer relationships and evangelize the success of our customers through reviews, content and referrals.

What you'll do

  • Build a customer reference program through data, automation, and improved workflows 
  • Develop unique and creative ways to recruit, engage, and reward advocates at scale
  • Bring customer stories to life via reviews, testimonials, fireside chats, videos and more
  • Build a robust Customer Advisory Board (CAB) and associated programs from scratch

What we look for

  • 5+ years of experience in a customer advocacy, customer loyalty, or customer marketing role, preferably in a SaaS or related B2B business
  • Experience running customer advisory boards or customer meet-ups
  • Experience developing and scaling new programs with clear data-driven results
  • Strong interpersonal and relationship-building skills
  • Ability to lead and communicate cross-functionally with geographically distributed teams
  • Exceptional written and verbal communication skills

Location - Remote U.S.

The majority of our roles can be located anywhere in the U.S. (exclusive of the U.S. Territories) and Canada (with the exception of Quebec).

#LI-Remote

Affirm is proud to be a remote-first company! Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.

 

If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways—not just candidates who check all the boxes.

 

Inclusivity:

At Affirm, People Come First is one of our core values, and that’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2020 DEI Report.

We also believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

By clicking "Submit Application," you acknowledge that you have read the Affirm Employment Privacy Policy, or the Affirm Employment Privacy Notice (EU) for applicants applying from the European Union, and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of my personal information as described therein.

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Location

Affirm is a remote-first company! Our brick and mortar offices remain operational and accessible for anyone to use on a voluntary basis.

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