Manager, Content Strategy Jobs

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Please note: this role will be based in San Mateo, CA or Bellevue, WA and requires an in office presence.

The UX Content Strategy function at Freshworks is a critical part of our mission to create a customer-centric website and digital experience. In this role, you’ll drive the content vision for web experiences, creating and optimizing strategies for personas, templates, copy, layout, flow, navigation, and information architecture. As an expert in user experience and content strategy for corporate websites, you’ll blend qualitative and quantitative insights with industry best practices to redesign, scale, and optimize digital journeys.

Responsibilities:

• Conduct user research, including usability research, card-sorting, or contextual interviews, synthesizing findings into actionable insights and recommendations.
• Architect sitemaps, page templates, content models, briefs, and other web content strategy artifacts.
• Define, evangelize and continuously evolve the UX content strategy for Freshworks.com.
• Translate the company brand, product positioning, and company go-to-market into website navigation and information architecture.
• Partner with copywriters, stakeholders, marketers, UX designers, visual designers, publishers, developers, product managers to update, optimize, and redesign the website.
• Create wireframes, user flows, journeys, personas and other strategic user experience artifacts.
• Conduct primary and secondary research, including audits, workshops, evaluations, and competitive reviews to gather insights and align goals.
• Consult web analytics data to drive and validate improvements to the user experience.
• Drive more engagement and conversion rate optimization through iterative content design, A/B testing, and experimental strategies.
• Craft UX copy and standards for key experiences, templates, and flows across the site.
• Create content personalization strategies for top pages and journeys, allowing for more contextual campaign, account, or segment-driven offers.

Qualifications

• 7+ years professional experience leading content design projects for corporate or e-commerce websites, either in-house or at agency.
• Strategic thinker and innovative problem solver.
• Website CMS systems, like Contentful.
• Executive presentation, speaking, and communication skills.
• Quantitative web analytics tools, like Google Analytics.
• Experience working on large, global, and multi-property websites with complex translation and localization needs.
• Website personalization and testing tools, like Optimizely.
• Educational or professional background in user experience, content, or psychology.
• Session analytics or heat mapping tools.
• Qualitative research platforms like, UserTesting.com or OptimalSort.
• Expert in designing consumer-esque landing pages and UX copy for B2B, SaaS, or technology websites.
• Work samples or portfolio demonstrating history of delivering customer-focused business outcomes, where insights informed strategies leading to measurable results.

Additional Information

California Pay Range: $140,000-227,500+ comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

Summary of Freshworks Benefits:Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.