Director - Marketing Operations

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. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Freshworks is looking for a visionary leader to join our team as Director of Marketing
Operations. The Director, Marketing Operations at Freshworks will be responsible for
heading lead operations and defining and optimizing lead flow and campaign processes.
You’ll lead a passionate team, architecting and crafting high-impact B2B lead flow and campaign management processes that drive pipe generation. This role will partner closely with various Marketing teams, Sales, and Sales Operations teams to manage to drive the impact.

Responsibilities:

• Spearheaded lead operations, focusing on enhancing and optimizing lead flow processes within Freshworks.
• Collaborate closely with Marketing teams and Sales Operations to improve campaign execution tools, emphasizing email marketing and campaign management.
• Oversee the entire lead lifecycle from data ingestion to sales routing, ensuring accurate campaign tracking.
• Lead strategies for email marketing and campaign management, integrating these efforts with lead management processes.
• To enhance marketing effectiveness, identify and reduce friction points in the customer buying journey.
• Audit and refine traditional lead processes and account-based marketing (ABM) workflows.
• Manage crucial automation processes like lead scoring and routing to ensure timely and relevant prospect interactions.
• Work proactively with the marketing team to solve process-related issues and optimize outcomes.
• Oversee the growth and maintenance of the marketing leads database, ensuring data integrity, compliance, and governance.
• Document processes, conduct training for marketing staff, and manage changes effectively as improvements are implemented.

• Over 14 years of experience in marketing, sales, or other go-to-market (GTM) roles, preferably within a technology-focused organization.
• At least 5 years in a managerial role within marketing operations, with a track record of developing efficient lead flow and campaign management processes.
• Demonstrated experience in optimizing lead funnel processes and managing scoring and routing models.
• Proven project and program management skills, capable of outlining critical marketing paths and task dependencies.
• Exceptional verbal and written communication skills, with the ability to convey complex ideas clearly and persuasively.
• Ability to manage multiple initiatives simultaneously, keeping strategic objectives in focus.

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

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.

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.