We’re looking for a Referral & Advocacy Growth Lead to build that engine. You’ll own the client’s referral programs end-to-end – finding the right customers to ask, creating reasons worth sharing, identifying the moments when advocacy is most likely to happen, removing friction from the experience, and continuously improving the economics of the channel.

Duties:

• Grow referral as an acquisition channel
• Own the strategy, roadmap, execution, and performance of Refer a Friend and Refer an Expert
• Own the referral funnel end-to-end, from identifying likely advocates through sharing and referred-customer conversion
• Personalize referral propositions, messaging, incentives, and timing across the client’s DIY, Assisted, and Full Service customers
• Simplify the referral experience across product, web, mobile, email, and other relevant surfaces
• Deepen Refer an Expert by embedding advocacy into the natural high points of the customer-expert relationship
• Build an always-on referral engine
• Identify the behaviors, lifecycle moments, and customer signals that indicate when someone is most likely to advocate
• Create referral concepts people genuinely want to participate in – from propositions and incentives to digital or real-world experiences
• Build a continuous experimentation roadmap across audience, proposition, incentive, creative, channel, placement, and timing
• Take experiments end-to-end: hypothesis, build, launch, analysis, and iteration