Senior Director - Marketing Operations

Company Description

About Freshworks

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 software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ 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 (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2019 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation.

Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

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 or 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, our communities and our business.

Job Summary

As a Senior Director, Marketing Operations, you will be responsible for leading and managing all aspects of marketing operations, including defining marketing strategic initiatives, planning, running the day-to-day marketing ops function, budget management, insights, technology implementation, and team leadership. This is a key leadership position reporting to the SVP of Strategy, Operations, Enablement and IT that requires a combination of analytical thinking, strategic vision, and excellent managerial skills.

Working in close partnership with our Chief Marketing Officer (CMO), this role will operate as the right-hand partner to the CMO. You will identify strategic programs that can improve our marketing effectiveness in serving our customers. You will run the planning cadence of activities across Annual Operating Planning (AOP) and our Organizational Key Responsibilities (OKRs) and goal targets. You will work across the marketing leadership team to set the marketing events calendar, set and manage budgets and investments and measure the return on those investments to guide future decision-making. You will develop the insights to measure the impact of marketing on the overall business, working hand-in-hand with our revenue operations team to build full-funnel revenue models for our business, connecting those with our marketing plan and helping to make sure our campaigns are forecasting enough impact from leads to pipeline and providing a line of sight towards hitting our goals. You will also manage the marketing technology used across the team to deliver on goals and plans, ensuring we are making the most of our technology investments. You will build and develop a high-performing marketing operations team. Reporting to the Senior VP of Strategy & Operations, this role partners closely with all global sales and marketing leaders to build a world-class marketing operations centre of excellence - across people, processes and technology.

Key Responsibilities:

• Drive data management to increase data integrity and market reach across geographies; own marketing database strategy and data requests (e.g. segmentation, list creation).
• Manage, foster and develop the Marketing operations team including career development and succession planning.
• Lead the vision for our marketing technology roadmap - audit and evaluate our marketing technology stack, including automation capabilities, lead processing, measurement and reporting.
• Work hand-in-hand with marketing, revenue operations and sales leaders to ensure effective processes are in place to actively monitor, analyze, measure and report the health of marketing contribution to pipeline, program ROI, customer acquisition and penetration, contact acquisition and activity.
• Lead and execute the vision for marketing analytics, defining the measurement framework, including key KPIs and funnel metrics that provide actionable insights to the management team.
• Lead our annual marketing planning process, helping connect the dots between goals and budgeting.
• Develop, implement, and disseminate metrics/KPIs about performance and outcomes through dashboards and data visualization tool sets to monitor business health, including marketing database hygiene, performance integrity and accuracy, capturing insights and making recommendations.
• Own our marketing systems architecture and strategy, ensuring that actionable insights pass seamlessly between marketing, sales and product systems.
• Work cross-functionally, collaborating & liaising with stakeholders in marketing, sales & finance to understand challenges and opportunities that impact the sales & marketing funnel and pipeline. Create presentations at the executive level, contribute to weekly pipeline discussions with regional GMs, marketing leaders and other execs as needed.

Qualifications

• Strong work ethic / excellent time-management skills.
• Deep understanding of the sales and marketing technology landscape, with hands-on experience with marketing automation platforms, CRM systems, SFDC, analytical tools (e.g. Power BI, Tableau).
• Excellent interpersonal and communications skills.
• Ability to effectively develop and build new functional and operational processes.
• Bachelor's Degree in Marketing or equivalent.
• 15+ years of B2B marketing leadership experience with specialization in marketing technology and operations at high-growth SaaS software companies.
• Ability to lead in a global, matrixed organization and work cross-functionally across sales, marketing, product and finance to drive and influence business growth.
• Ability to manage multiple projects in a fast-paced, global environment with great attention to detail.

Additional Information

All your information will be kept confidential according to EEO guidelines.

The annual salary for this role is $240,000 - $360,000.

Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. Equity + ESPP, flexible PTO, flexible spending, and commuter 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.