Customer Advocacy Manager
Location: Austin, TX
Department: CX – Product Management
Job Type: Full-Time
Role Overview:
We are looking for a Customer Advocacy Manager who will bridge the gap between customer expectations and our product offerings, driving improvements that enhance customer experience and increase repeat purchases. The ideal candidate will have a deep understanding of the signage/ print business or custom furniture/ cover business, combined with expertise in merchandising to optimize product presentation and value communication.
Key Responsibilities:
Customer Experience & Advocacy:
· Analyze customer feedback, complaints, and reviews to identify pain points, gaps, and friction in the buying journey.
· Develop actionable improvement plans for product offerings, merchandising, and service enhancements.
· Act as the voice of the customer within the organization, ensuring their needs and expectations shape product and category decisions.
· Collaborate with the Customer Support & Sales teams to extract insights on recurring customer concerns.
Product & Category Optimization:
· Work closely with the Product & Category Managers to improve the product assortment, specifications, and descriptions.
· Identify gaps in the existing product lineup and recommend new offerings based on market trends and customer demand.
· Ensure that products are competitively priced and presented with clear value propositions to enhance conversions and retention.
Merchandising & Presentation:
· Optimize product pages, imagery, descriptions, specifications, and FAQs to drive better engagement and conversion.
· Work with UI/UX & Content teams to ensure product categories are structured intuitively and align with customer behavior.
· Enhance cross-selling and bundling opportunities to improve AOV (Average Order Value) and repeat purchase rates.
Collaboration & Data-Driven Improvements:
· Partner with Product Managers, Branding, and Category teams to execute strategies that improve customer satisfaction and loyalty.
· Leverage analytics and customer data to monitor KPIs like repeat purchase rate, churn rate, NPS, and product return reasons.
· Develop monthly reports highlighting key insights, proposed solutions, and impact assessments.
Qualifications & Skills:
· 5+ years of experience in Customer Experience, Product Management, Category Management, or Merchandising, preferably in Signage/Print Business
· Strong understanding of customer behaviour, buying patterns, and user journey friction points.
· Expertise in merchandising strategies, including product positioning, pricing, and content optimization.
· Analytical mindset with experience in customer feedback analysis, data interpretation, and trend forecasting.
· Excellent communication and stakeholder management skills to drive cross-functional collaboration.
· Proficiency in ecommerce analytics tools, customer feedback platforms, and merchandising best practices.
· Customer-first mindset with a passion for improving brand loyalty and retention.
Why Join Us?
· Be the voice of the customer and directly influence product decisions.
· Work in a fast-paced ecommerce environment with a focus on innovation and customer obsession.
· Collaborate with passionate teams in merchandising, product, and marketing to shape the future of signage and print products.
· Competitive salary, growth opportunities, and a chance to make a meaningful impact.