Customer Advocacy Manager

Join Kainos and Shape the Future

At Kainos, we're problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we're transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.

We believe in a people-first culture, where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you'll be part of a diverse, ambitious team that celebrates creativity and collaboration.

Ready to make your mark? Join us and be part of something bigger.

Main Purpose of the Role & Responsibilities in the Business

Our vision is to create a world-class business development and marketing capability for Kainos, fuelled by a diverse range of highly talented and motivated professionals working collaboratively and innovatively to ensure we continue our growth trajectory.

We do this via an open and supportive environment where colleagues can share information, learn from one another, and excel in their own career. With consistent ways of working aligned to industry best practice, we build sustainable and predictable sales pipelines for our market-leading offerings.

What You'll Do

As the Customer Advocacy Manager within the Content team and reporting to the VP Content, you will lead the strategy, planning and execution of an extensive range of activities designed to capture and communicate the value and insights customers gain from working with Kainos Workday products.

The outcomes of this role will be a set of customer-ready and sales-ready assets, across a wide range of media, which will communicate these insights and value in compelling, engaging ways and help sales accelerate connections with customers.

This role is pivotal across much of the customer journey and as such you will partner closely with others in the marketing team and in other functions in the business. You will work closely with Sales, GTM Activation roles, Product & Product Marketing, Content, Events and corporate leadership where we need references for Investor purposes.

You'll be the subject matter expert for Customer Advocacy within marketing and help the team to understand the best media, customer and story/narratives to use to engage and grow our presence in the market. In particular, building case studies which can be used across marketing channels to drive pipe build, customer engagement will be critical, including extending into non-English language markets in FY27.

Key Responsibilities

• Customer Case Studies & References
• Establish processes and templates to develop compelling customer case studies, including written, audio, video content which can we widely deployed across multiple channels
• Build consistent narrative frameworks to support the case studies, focusing on customer language and problems/challenges and how Kainos drives business outcomes to support this
• Partner with sales to choose the most impactful brands and jointly engage with customers to on-board them to the process
• Programme Management
• Establish targets for annual new case study and reference customers
• Propose and build system so sales, executive leadership can confidently understand what, who and when we can use references
• Ensure that any limitations are clear and communicated (e.g. can be shared under NDA, will take reference calls, logo used but not case study and ensure the categories are easy to see and follow)
• Ensure that content is kept "fresh" – update / prune older case studies to avoid stale messaging and refresh as customer usage of Kainos expands
• Ensuring approvals are maintained and up-to-date and visible to sales, customer success, marketing, product
• Partner with Workday teams to maximise impact and ensure their GTM teams have access to all relevant Kainos references and case studies
• Content activation and insights
• Regular updates to sales and other teams when new case studies and references are published and shared
• Include guidance on when to use and when not to use
• Highlight sunset case studies no longer approved or considered obsolete/end of life
• Align with product marketing and GTM activation teams to ensure all external content is fully up-to-date and best positioned for campaigns
• Use Gong and other sales hub insights to track usage across Kainos
• GTM Activity – Newsletters, Customer Experience and Advisory Boards/User Groups
• Creation of regular customer newsletter, aligned with product and other Kainos news, with up-to-date distribution lists
• Ensure content is compelling, engaging and works cross-platform (i.e. mobile experience is effective)
• Drive editorial control so we prioritise on primary, effective news in the newsletter
• Partner with Customer Value/Customer Success and Events team to establish effective user group, CAB strategy including membership, cadence and venues (North America, EMEA, APAC)
• Run seasonal customer gifting campaigns as needed, aligned with corporate objectives and complying with any applicable guidelines in our key markets
• Analyst Relations
• Act as primary Point of Contact inside Workday Products for Industry Analyst updates
• Build compelling customer narratives which align with the specific needs/asks of the relevant analyst firms, leveraging insights and feedback from prior submissions
• Build repository of responses so we have information on file and can evolve based on feedback/insights
• Cross-functional collaboration & stakeholder management
• Work cross-functionally with GTM Activation, Product Marketing, Events, Partners, Campaign Operations, and Sales teams to align social activity to business priorities and GTM objectives.
• Act as a trusted advisor to the team on content best practices, storytelling and narrative builds
• Leverage and recommend AI tools to drive impact in core areas of content development, sharing and insights

Minimum (Essential) Requirements

• Significant relevant experience in content development, digital marketing, or GTM content activation within a B2B technology, SaaS, or consulting environment.
• Strong experience managing and growing content libraries in SaaS organisations, including customer reference libraries
• Experienced in connecting top-of-funnel thought leadership with integrated marketing campaigns.
• Strong storytelling and narrative build skills with the ability to adapt messaging across channels, job levels, verticals and geographic markets
• Experience working cross-functionally with marketing, product, product marketing, events, and campaign teams.
• Skilled in developing selected corporate level narratives for investor use alongside campaign/commercial narratives to support lead development, nurture and retention.
• Demonstrated ability to communicate effectively, influence stakeholders, and build strong working relationships across teams.
• Experience working in a fast-paced, matrixed environment managing multiple priorities and deadlines.

Desirable:

• Experience within the Workday ecosystem or enterprise SaaS environment.
• Experience supporting social activation for integrated GTM campaigns, strategic events, webinars, or product launches.
• AI expertise in developing content, including LLM tools and agentic platforms
• Experience working alongside content, brand, and creative teams to develop content strategies and identify best practices for 1st/3rd party content development

Who You Are

Our vision is to enable outstanding people to create digital solutions that have a positive impact on people's lives. Our values aren't abstract; they are the behaviours we expect from each other every day and underpin everything that we do. We expect everyone to display our values by being determined in how obstacles are overcome; honest when dealing with others; respectful of how you treat others; creative to find solutions to complex problems and cooperative by sharing information, knowledge and experience.

These values, applied collectively, help to produce an outstanding Kainos person, team and culture.

About us

At Kainos we use technology to solve real problems for our customers, overcome big challenges for businesses, and make people's lives easier.

We build strong relationships with our customers and go beyond to change the way they work today and the impact they have tomorrow.

Our two specialist practices, Digital Services and Workday, work globally for clients across healthcare, commercial and the public sector to make the world a little bit better, day by day.

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