📌 Core Information
🔹 Job Title: Lead - Customer Marketing
🔹 Company: Freshworks
🔹 Location: London, United Kingdom
🔹 Job Type: Full-time
🔹 Category: Software Development
🔹 Date Posted: May 16, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Hybrid (United States, India)
🚀 Job Overview
Key aspects of this role include:
- Developing and implementing a comprehensive survey strategy for collecting, analyzing, and reporting on customer feedback across Freshworks' product portfolio
- Evaluating enterprise software technologies to refine listening signals and automate reporting and measurement capabilities
- Collaborating with cross-functional teams to ensure alignment on Voice of Customer (VoC) strategies and advocating for customer needs
- Utilizing insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty
ASSUMPTION: This role requires a balance of analytical skills, communication skills, and the ability to work effectively with various teams to drive customer-centric initiatives.
📋 Key Responsibilities
✅ Develop and implement a comprehensive survey strategy for collecting, analyzing, and reporting on NPS, CSAT, CES feedback across Freshworks' product portfolio
✅ Evaluate enterprise software technologies that could help refine listening signals and automate reporting and measurement capabilities
✅ Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies
✅ Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities
✅ Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty
✅ Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders
✅ Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT, and more
ASSUMPTION: This role requires a strong focus on data analysis, stakeholder communication, and driving actionable insights from customer feedback.
🎯 Required Qualifications
Education: Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred
Experience: 3-5+ years of experience in customer experience, market research, or related roles in the B2B or B2C tech industry
Required Skills:
- Proven track record of developing and executing successful VoC strategies and initiatives
- Strong analytical skills with the ability to derive actionable insights from customer feedback data
- Excellent communication, presentation, and interpersonal skills
- Experience in leading cross-functional teams and driving alignment towards common goals
- Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity
- Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed
Preferred Skills:
- Experience with enterprise software technologies for customer feedback management
- Fluency in multiple languages
ASSUMPTION: Candidates with experience in customer experience, market research, or related fields in the tech industry are likely to be successful in this role. Familiarity with enterprise software technologies for customer feedback management is a plus.
💰 Compensation & Benefits
Salary Range: £60,000 - £80,000 per annum (Estimated based on industry standards for a mid-level marketing role in London)
Benefits:
- Health, dental, and vision insurance
- 401(k) matching
- Generous time off and flexible working hours
- Employee stock purchase plan
- Professional development opportunities
Working Hours: Full-time, with flexible working hours and a hybrid work arrangement between the U.S. and India
ASSUMPTION: The salary range is estimated based on industry standards for a mid-level marketing role in London. Actual compensation may vary based on experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Freshworks operates in the Software Development industry, focusing on providing customer experience (CX) and employee experience (EX) software solutions
Company Size: Freshworks has 5,001-10,000 employees globally, providing a large and diverse work environment
Founded: Freshworks was founded in 2010 and is headquartered in San Mateo, California, with additional offices worldwide
Company Description:
- Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences
- Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results
- Over 72,000 companies, including prominent brands like Bridgestone, New Balance, and Sony Music, trust Freshworks' software to fuel customer loyalty and service efficiency
Company Specialties:
- Customer Support Software
- Helpdesk
- Web 2.0
- SaaS
- Support Ticket System
- CRM
- ITSM
- Applicant Tracking System
- Conversion Optimization Suite
Company Website: Freshworks.com
ASSUMPTION: Freshworks' focus on providing exceptional customer and employee experiences makes it an attractive employer for candidates seeking to make an impact in the tech industry.
📊 Role Analysis
Career Level: Mid-level marketing role with opportunities for growth and development
Reporting Structure: This role reports directly to the Director of Customer Engagement
Work Arrangement: Hybrid work arrangement with a dual-site working model between the U.S. and India, requiring flexibility and adaptability
Growth Opportunities:
- Potential career progression into senior marketing roles or management positions
- Opportunities to work on high-impact projects and drive significant business outcomes
- Access to professional development resources and training to enhance skills and knowledge
ASSUMPTION: This role offers strong growth opportunities for candidates looking to advance their careers in marketing within the tech industry.
🌍 Location & Work Environment
Office Type: Freshworks' London office is a modern, collaborative workspace designed to foster innovation and creativity
Office Location(s): 26 Hatton Garden, London, England EC1N 8BR
Geographic Context:
- London is a major global city with a vibrant tech industry and a diverse talent pool
- The city offers a rich cultural scene, excellent dining options, and numerous recreational activities
- London has a humid subtropical climate, with mild winters and warm summers
Work Schedule: Full-time, with flexible working hours and a hybrid work arrangement
ASSUMPTION: Freshworks' London office provides a dynamic and engaging work environment, with ample opportunities for collaboration and professional growth.
💼 Interview & Application Insights
Typical Process:
- Online application and resume screening
- Phone or video screen with the hiring manager
- On-site or virtual interview with the hiring team
- Final interview with the Director of Customer Engagement
Key Assessment Areas:
- Analytical skills and data-driven decision-making
- Communication and presentation skills
- Collaboration and teamwork
- Problem-solving and adaptability
Application Tips:
- Highlight relevant experience and achievements in customer experience, market research, or related fields
- Tailor your resume and cover letter to emphasize skills and qualifications that match the required and preferred skills listed in the job description
- Prepare for behavioral and situational interview questions that assess your problem-solving, communication, and teamwork skills
ATS Keywords: Customer Feedback Analysis, Cross-Functional Collaboration, Insights Utilization, Analytical Skills, Communication Skills, Presentation Skills, Interpersonal Skills, Team Leadership, Product Management, Market Research, Customer Experience, B2B, B2C, Dynamic Environment, Customer Advocacy
ASSUMPTION: The interview process for this role will focus on assessing the candidate's analytical, communication, and collaboration skills, as well as their ability to thrive in a fast-paced, dynamic environment.
🛠️ Tools & Technologies
- Enterprise software technologies for customer feedback management (e.g., Medallia, Qualtrics, SurveyMonkey)
- Data analysis and visualization tools (e.g., Tableau, Power BI)
- Project management and collaboration tools (e.g., Asana, Trello, Slack)
ASSUMPTION: Familiarity with enterprise software technologies for customer feedback management is a plus but not required. Candidates should have strong analytical skills and be willing to learn new tools as needed.
👔 Cultural Fit Considerations
Company Values:
- Customer-centric
- Innovative
- Collaborative
- Accountable
- Transparent
Work Style:
- Data-driven and analytical
- Collaborative and team-oriented
- Adaptable and resilient
- Results-focused and action-oriented
Self-Assessment Questions:
- Do you have a strong track record of developing and executing successful VoC strategies and initiatives?
- Are you comfortable working in a fast-paced, dynamic environment and navigating ambiguity?
- Do you thrive in a collaborative, team-oriented work environment?
ASSUMPTION: Candidates who align with Freshworks' company values and work style are likely to be a good fit for this role and the organization.
⚠️ Potential Challenges
- Managing multiple stakeholders and balancing competing priorities
- Navigating a hybrid work arrangement between the U.S. and India
- Adapting to a fast-paced, dynamic work environment
- Developing and implementing strategies to effectively communicate customer insights and recommendations to internal stakeholders
ASSUMPTION: These challenges can be overcome by strong communication, collaboration, and adaptability skills, as well as a customer-centric mindset.
📈 Similar Roles Comparison
- Compared to other customer marketing roles, this position places a stronger emphasis on data analysis and insights utilization
- Freshworks' focus on providing exceptional customer and employee experiences sets it apart from competitors in the software development industry
- This role offers opportunities for career growth and development within the marketing function or across other areas of the business
ASSUMPTION: Candidates should consider their career goals and preferences when comparing this role to similar positions in the industry.
📝 Sample Projects
- Developing and implementing a comprehensive survey strategy to measure customer satisfaction and loyalty across Freshworks' product portfolio
- Evaluating enterprise software technologies to refine listening signals and automate reporting and measurement capabilities
- Collaborating with cross-functional teams to drive product improvements and enhance customer experience based on customer feedback insights
ASSUMPTION: These sample projects illustrate the key responsibilities and required skills for this role, focusing on data analysis, stakeholder communication, and driving actionable insights from customer feedback.
❓ Key Questions to Ask During Interview
- Can you describe the current state of customer feedback management at Freshworks, and how this role will contribute to its evolution?
- How does Freshworks support the professional development and growth of its employees, particularly in marketing roles?
- Can you provide examples of how Freshworks fosters a customer-centric culture, and how this role will help drive that focus?
- How does Freshworks approach cross-functional collaboration, and what are the expectations for this role in that regard?
- What are the key performance indicators (KPIs) for this role, and how will success be measured?
ASSUMPTION: These interview questions are designed to assess the candidate's understanding of the role, the company, and the industry, as well as their ability to contribute to Freshworks' success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the application link
- Tailor your resume and cover letter to highlight your relevant experience and skills, emphasizing your fit for this role
- Prepare for the interview process by researching Freshworks, understanding the role's requirements, and practicing your responses to common interview questions
- Follow up with the hiring manager after your interview to express your interest in the role and reiterate your qualifications
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
