Customer Advocacy Manager

Role Summary: We are seeking a passionate and strategic Customer Advocacy Manager to champion our customers' voices and experiences within Larsen & Toubro's Infrastructure, Transport & Real Estate division in India. This role will be instrumental in fostering strong customer relationships, gathering valuable feedback, and translating insights into actionable improvements that enhance customer satisfaction and loyalty. You will be the primary liaison between our customers and internal teams, ensuring their needs and perspectives are understood and addressed.

Key Responsibilities:

• Develop and execute a comprehensive customer advocacy strategy aligned with L&T's business objectives in the infrastructure sector.
• Identify and nurture customer advocates who can share their positive experiences through case studies, testimonials, and speaking engagements.
• Establish and manage a robust customer feedback program, including surveys, interviews, and focus groups, to gather insights on product/service performance and customer satisfaction.
• Analyze customer feedback and market trends to identify areas for improvement in customer experience, service delivery, and project execution.
• Collaborate closely with project management, sales, marketing, and customer support teams to ensure customer insights are integrated into decision-making processes.
• Create compelling customer success stories and content that highlights the value and impact of L&T's infrastructure projects.
• Organize and facilitate customer advisory board meetings and other engagement events.
• Monitor customer satisfaction metrics and report on the effectiveness of advocacy initiatives to senior management.