Our Purpose
At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.
As one of our regional Customer Advocacy Leads, you'll serve in a dual capacity: developing the global strategy for Accounting Bookkeeping (AB) advisory boards and executing local programs for both AB and Small Business (SB) segments in your region. You'll be responsible for transforming our advisory boards from feedback channels into strategic assets that influence product strategy and generate authentic advocacy, while ensuring board members receive significant value from their participation.
Global AB Advisory Board Strategy Development
Support the Customer Marketing organization to design a comprehensive, scalable strategy for AB advisory boards across US, UK, and ANZ regions that drives consistent execution while allowing for necessary regional adaptationsCreate standardized frameworks, processes, and best practices for the selection, engagement, and management of AB board membersDevelop programming approaches that deliver exceptional value to participants while maximizing strategic insights for XeroEstablish clear metrics and reporting methods to demonstrate the business impact of AB advisory boardsCollaborate closely with regional counterparts to implement the global strategy with appropriate local adaptationsFacilitate regular knowledge sharing and best practice exchange across regions
Regional Advisory Board Execution (AB & SB)
Manage the selection, onboarding, and ongoing engagement of AB and SB (plus enterprise where relevant) advisory board members in your region (separate AU and NZ groups for ANZ)Strategically plan and facilitate compelling advisory board workshops that generate meaningful insights while providing value to participantsBuild strong relationships with board members, understanding their businesses and challenges to maximize the relevance of their contributionsWork closely with product, marketing, and leadership teams to ensure advisory board insights influence strategic decisionsTransform board members into proactive advocates who generate referrals, testimonials, and contentDevelop content and communication strategies to share board insights across the organizationCreate and implement retention strategies to maintain engagement with high-value board membersDevelop a program that delivers value to the AB members so that they are able to grow and improve their own practices with the insights from Xero and the other members Collect detailed feedback from each workshop to guide and influence product and GTM strategies
Ongoing Community Management & Communication
Manage active Slack channels for Customer Advisory Board (CAB) members, ensuring consistent, valuable engagement between formal meetingsDevelop a content strategy for Slack channels that maintains member interest and participationSupport in the development and delivery of key advisory board events and engagements outside of scheduled workshops (ie. Xerocon side events)Create and curate timely, relevant content that provides exclusive value to CAB membersEstablish clear communication protocols and cadence to keep members informed and engagedMonitor member engagement and proactively address declining participationFacilitate peer-to-peer connections and discussions among membersGather continuous feedback through digital channels to complement formal advisory sessionsUse communication platforms to quickly validate ideas or gather input between formal meetings
Cross-functional Collaboration
Identify and enlist a wide variety of stakeholders who can add value to advisory board outcomesProactively maintain strong relationships with key stakeholders, ensuring they remain well-informed and eliminating surprisesBreak down silos by challenging "us vs. them" thinking, reminding all stakeholders they're working toward shared goalsCreate rich, comprehensive reports that skillfully deliver necessary information to stakeholdersServe as a knowledge hub, proactively disseminating insights, updates, and learnings across the organization
Process Excellence & Innovation
Continuously monitor key metrics and benchmarks to optimize processes, products, and outcomesQuickly resolve process breakdowns to ensure minimal disruption in workflowImplement measures to prevent recurring problemsBalance focus on key results with process optimization to ensure quality and efficiencyExplore multiple approaches and experiment with alternatives to overcome barriersApply expertise in unique and innovative ways, finding creative solutions to complex challengesEncourage and support creativity in others, building upon and strengthening new solutions collaborativelyProactively understand and manage risks as they relate to your role
Success looks like
Development of a comprehensive global AB advisory board strategy implemented consistently across regionsSuccessful management of vibrant, engaged AB and SB advisory boards in your regionActive, high-engagement Slack channels with consistent member participationMeasurable influence of advisory board insights on product roadmap and strategy decisionsHigh satisfaction scores among advisory board membersIncreased external advocacy from board members through testimonials, referrals, and content participationRecognition of advisory boards as strategic assets rather than tactical feedback channelsStakeholders consistently well-informed and engaged in the advisory board programInnovative approaches that set new standards for customer advisory programsEstablished metrics demonstrating clear ROI of advisory board programs
Critical competencies
Excellent facilitation skills with ability to lead productive discussions among diverse stakeholdersExceptional communication skills with ability to deliver complex information in a polished, precise, and compelling mannerDemonstrated ability to encourage and incorporate diverse perspectives and ideasStrong project management capabilities with attention to detail and ability to manage multiple prioritiesData-driven approach with ability to measure program effectiveness and demonstrate ROIDemonstrated tenacity in achieving results despite obstacles and setbacks
Experience
Extensive experience in marketing, customer advocacy, or related fieldsProven track record and experience developing and managing customer advisory programs or similar customer engagement initiativesExperience managing online communities and driving digital engagementStrong understanding of B2B marketing with experience in accounting, financial services, or SaaS industries preferredExperience working in a matrix global organizations with ability to balance global consistency with regional relevanceWhy Xero?
Diversity of people brings diversity of thought, and we like that. Our human-first culture of respect, fairness, and inclusion is what helps Xeros thrive and work and beyond. Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, employee resource groups, wellbeing programming and allowances, medical, dental, vision, and disability insurance, fertility and family forming financial support, 401k contribution matching, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks and break areas, flexible working, career development and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and Xero. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.
