Senior Manager - Customer Marketing

📌 Core Information

🔹 Job Title: Senior Manager - Customer Marketing

🔹 Company: Freshworks

🔹 Location: London, United Kingdom

🔹 Job Type: Full-time

🔹 Category: Marketing

🔹 Date Posted: May 16, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: Hybrid (United States, India)

🚀 Job Overview

Key aspects of this role include:

• Developing and implementing a comprehensive Voice of Customer (VoC) strategy
• Driving customer feedback analysis and insights to inform product development and marketing strategies
• Collaborating with cross-functional teams to prioritize and address customer needs
• Building and leading a high-performing VoC team

ASSUMPTION: This role requires a strategic mindset, strong analytical skills, and excellent communication skills to effectively gather, analyze, and act upon customer feedback.

📋 Key Responsibilities

✅ Develop and implement a comprehensive Voice of Customer (VoC) strategy to capture, analyze, and act upon customer feedback across various touchpoints

✅ Drive initiatives to gather qualitative and quantitative insights from customers to inform product development, marketing strategies, and customer success efforts

✅ Provide recommendations for collecting customer feedback at scale through surveys and other touchpoints

✅ Evaluate enterprise software technologies that could help refine listening signals and automate reporting and measurement capabilities

✅ Lead the analysis of customer feedback, including surveys, interviews, and support interactions, to identify trends, pain points, and opportunities for improvement

✅ Collaborate with cross-functional teams, including Product Management, Engineering, and Customer Success, to prioritize and address customer needs

✅ Partner closely with various teams to ensure alignment on VoC strategies and act as a liaison between customers and internal teams

✅ 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

✅ Build and lead a high-performing VoC team, providing guidance, mentorship, and professional development opportunities

✅ Foster a culture of customer-centricity and continuous improvement within the team and across the organization

ASSUMPTION: This role involves a significant amount of cross-functional collaboration, stakeholder management, and team leadership to drive customer-centric initiatives.

🎯 Required Qualifications

Education: Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred

Experience: 10+ 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 additional languages (e.g., Spanish, French, German)

ASSUMPTION: While a Master's degree is preferred, a Bachelor's degree with relevant experience may also be considered. Familiarity with enterprise software technologies for customer feedback management would be an asset but is not required.

💰 Compensation & Benefits

Salary Range: £80,000 - £120,000 per annum (Estimated based on industry standards for a Senior Manager role in London with 10+ years of experience)

Benefits:

• Competitive benefits package
• Health, dental, and vision insurance
• 401(k) or pension plan with company matching
• Generous time off and flexible working arrangements
• Employee stock options

Working Hours: Full-time, with a hybrid working arrangement between the U.S. and India. Occasional travel may be required.

ASSUMPTION: The salary range is estimated based on industry standards for a Senior Manager role in London with 10+ years of experience. Actual compensation may vary based on factors such as skills, experience, and market conditions.

📌 Applicant Insights

🔍 Company Context

Industry: Freshworks operates in the software development industry, focusing on providing customer experience (CX) and employee experience (EX) software solutions. The company serves over 72,000 customers worldwide, including prominent brands like Bridgestone, New Balance, Nucor, S&P Global, and Sony Music.

Company Size: Freshworks is a mid-sized company with 5,001-10,000 employees, providing ample opportunities for growth and collaboration.

Founded: Freshworks was founded in 2010 and has since grown into a global public company, listed on the NASDAQ under the ticker symbol FRSH.

Company Description:

• Freshworks provides uncomplicated service software that delivers exceptional customer and employee experiences
• The company's enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results
• Freshworks' people-first approach to AI eliminates friction, making employees more effective and organizations more productive

Company Specialties:

• Customer Support Software
• Helpdesk
• Web 2.0
• SaaS
• Support Ticket System
• Web-Based Support Ticket System
• CRM
• ITSM
• Applicant Tracking System
• Conversion Optimization Suite

Company Website: Freshworks.com

ASSUMPTION: Freshworks' focus on customer and employee experience makes it an attractive employer for professionals seeking to make a significant impact in these areas.

📊 Role Analysis

Career Level: This role is at the senior management level, reporting directly to the Director of Customer Engagement. It offers significant responsibility and influence in shaping Freshworks' customer marketing strategy.

Reporting Structure: The Senior Manager - Customer Marketing will report directly to the Director of Customer Engagement and work closely with various cross-functional teams, including Product Management, Engineering, Marketing, Sales, and Customer Success.

Work Arrangement: This role operates on a hybrid working model, with a dual-site arrangement between the U.S. and India. Occasional travel may be required to collaborate with team members and stakeholders across different locations.

Growth Opportunities:

• Potential career progression into a Director or VP role within the Customer Marketing or Customer Experience functions
• Opportunities to expand the VoC team and take on additional responsibilities as the function grows
• Broad exposure to various aspects of the business, fostering a well-rounded understanding of Freshworks' operations

ASSUMPTION: This role offers strong growth potential for the right candidate, with opportunities to make a significant impact on Freshworks' customer marketing strategy and expand their leadership skills.

🌍 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, GB

Geographic Context:

• London is a vibrant, multicultural city with a thriving tech industry, offering ample opportunities for networking and professional growth
• The city is well-connected by public transportation, making it easy to commute to the office from various neighborhoods
• London offers a wide range of cultural attractions, restaurants, and entertainment options

Work Schedule: The hybrid working arrangement allows for flexibility in working hours, with a core working day from 10:00 AM to 4:00 PM GMT. Employees are expected to be available during these hours for meetings and collaboration.

ASSUMPTION: Freshworks' London office provides a dynamic and engaging work environment, with ample opportunities for collaboration and professional development.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the Talent Acquisition team
• Behavioral and technical interviews with the hiring manager and cross-functional stakeholders
• Final interview with the Director of Customer Engagement

Key Assessment Areas:

• Customer-centric mindset and strategic thinking
• Analytical skills and ability to derive insights from customer feedback data
• Excellent communication, presentation, and interpersonal skills
• Leadership skills and ability to drive alignment across cross-functional teams

Application Tips:

• Highlight specific examples of successful VoC strategies and initiatives you've led in previous roles
• Tailor your resume and cover letter to emphasize your relevant skills and experiences for this role
• Prepare for behavioral interviews by reflecting on your past experiences and how they've prepared you for this role
• Research Freshworks' company culture and values to demonstrate your fit and enthusiasm for the role

ATS Keywords: Voice of Customer, VoC strategy, customer feedback, market research, data analysis, cross-functional collaboration, product management, customer success, team leadership, communication, presentation, interpersonal skills, analytical skills, customer experience, customer marketing

ASSUMPTION: Freshworks' application process is designed to assess candidates' skills, experiences, and cultural fit for the role and the organization.

🛠️ Tools & Technologies

• Enterprise software technologies for customer feedback management (e.g., Medallia, Qualtrics, or similar platforms)
• Data analysis and visualization tools (e.g., Tableau, Power BI, or similar tools)
• Project management and collaboration tools (e.g., Asana, Jira, or similar tools)
• Customer relationship management (CRM) software (e.g., Salesforce, HubSpot, or similar platforms)

ASSUMPTION: Familiarity with enterprise software technologies for customer feedback management would be an asset but is not required. Freshworks provides training and support to help new employees become proficient with the tools and technologies used in the role.

👔 Cultural Fit Considerations

Company Values:

• Customer-centricity
• Transparency and collaboration
• Continuous learning and improvement
• Innovation and creativity
• Integrity and accountability

Work Style:

• Data-driven decision-making
• Cross-functional collaboration and teamwork
• Agile and adaptable approach to work
• Focus on results and impact
• Strong communication and presentation skills

Self-Assessment Questions:

• Do you have a proven track record of developing and executing successful VoC strategies and initiatives?
• Are you comfortable working in a dynamic, fast-paced environment and navigating ambiguity?
• Do you thrive in a collaborative, cross-functional work environment and enjoy driving alignment towards common goals?
• Are you passionate about customer experience and committed to driving continuous improvement?

ASSUMPTION: Freshworks' company culture emphasizes customer-centricity, transparency, collaboration, and continuous learning. Candidates who share these values and are passionate about driving customer experience initiatives are likely to be a strong fit for the organization.

⚠️ Potential Challenges

• Managing a dual-site working model between the U.S. and India, requiring effective communication and collaboration across time zones
• Balancing the need for strategic, long-term VoC initiatives with immediate, tactical customer feedback management
• Prioritizing and aligning customer feedback with other business priorities and constraints
• Building and leading a high-performing VoC team, fostering a culture of customer-centricity and continuous improvement

ASSUMPTION: These challenges can be overcome with strong leadership, effective communication, and a customer-centric mindset. Freshworks provides the resources and support necessary for employees to succeed in their roles.

📈 Similar Roles Comparison

• This role differs from traditional market research or customer success roles in its focus on developing and implementing a comprehensive VoC strategy to drive product improvements and enhance customer experience
• In the tech industry, customer feedback is increasingly recognized as a critical input for product development and marketing strategies, making this role particularly relevant and valuable
• Career progression in this role could lead to opportunities in customer experience leadership, product management, or marketing roles within Freshworks or other organizations

ASSUMPTION: This role offers a unique opportunity to shape Freshworks' customer marketing strategy and drive customer-centric initiatives, setting it apart from similar roles in the industry.

📝 Sample Projects

• Developing and implementing a comprehensive VoC strategy to capture, analyze, and act upon customer feedback across various touchpoints
• Conducting a customer segmentation analysis to identify trends, pain points, and opportunities for improvement across different customer segments
• Collaborating with cross-functional teams to prioritize and address customer needs, driving product improvements and enhancing customer experience

ASSUMPTION: These sample projects illustrate the strategic, analytical, and collaborative nature of the Senior Manager - Customer Marketing role at Freshworks.

❓ Key Questions to Ask During Interview

• Can you describe the current state of Freshworks' VoC strategy, and how this role will contribute to its evolution?
• How does Freshworks balance the need for strategic, long-term VoC initiatives with immediate, tactical customer feedback management?
• What are the key priorities for this role in the first 30, 60, and 90 days?
• How does Freshworks support the professional development and growth of its employees, particularly in customer marketing and customer experience roles?
• What is the company's approach to fostering a customer-centric culture, and how does this role contribute to that effort?

ASSUMPTION: These interview questions help candidates better understand the role's priorities, expectations, and opportunities for growth, as well as Freshworks' approach to customer marketing and customer experience.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant skills and experiences for this role
• Prepare for behavioral interviews by reflecting on your past experiences and how they've prepared you for this role
• Research Freshworks' company culture and values to demonstrate your fit and enthusiasm for the role
• Follow up with the Freshworks Talent Acquisition team one week after submitting your application to confirm receipt and inquire about next steps

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.