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Director - Customer Marketing (Customer Communications)

Freshworks

Freshworks

Marketing & Communications, Customer Service
Bengaluru, Karnataka, India
Posted on Tuesday, July 2, 2024

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 Description

Job Description:

Freshworks is seeking a Director of Customer Communications to lead our overall comms strategy in delivering personalized, coordinated, and compliant communications across key milestones across the customer journey. Reporting to the VP of Customer Engagement, this role will establish a robust governance framework and operating plan for delivering more meaningful communications to our customers across key channels (email, in-product, etc.) to improve customer satisfaction, loyalty, and value for our customers.

Key Responsibilities:

  • Strategic Planning: Develop and implement a comprehensive customer communications strategy that supports the company’s overall business goals and enhances the customer experience.

  • Cross-functional collaboration: Work in partnership with strategic teams across PM, PMM, Enablement, Marketing, Customer Success, Professional Services, Sales, etc. to deliver more personalized and coordinated communications that inform customers on strategic initiatives across Freshworks.

  • Establish a comms calendar and governance council to prioritize the most impactful communications during key moments across the fiscal year, e.g., VoC surveys, product updates and releases, company announcements, etc.

  • Customer Feedback: Establish and maintain channels for collecting and aggregating customer feedback to improve our comms strategy and GTM operating model.

  • Performance Metrics: Define and track key performance indicators (KPIs) for customer communications, including open rates, response rates, customer satisfaction scores, and the overall impact on customer adoption, retention, and loyalty.

  • Brand Consistency: Ensure that all customer communications follow the company’s brand voice, style, and messaging guidelines.

  • Regulatory Compliance: Ensure all customer communications comply with relevant regulations and industry standards.

  • Excellent communication skills include building customer rapport, conducting interviews, and crafting compelling narratives.

  • Strong project management and organizational skills, with the ability to prioritize tasks, meet deadlines and manage multiple projects simultaneously.

  • Familiarity with CRM systems, marketing automation platforms, and other tools for managing customer data and marketing content.

  • Knowledge of B2B marketing principles and strategies, particularly related to customer advocacy and reference programs

  • Creative thinking and problem-solving ability, customer-centric mindset and a passion for delivering exceptional customer experiences.

Qualifications

Qualifications:

  • Education: A bachelor’s degree in Communications, Marketing, Business, or a related field is required. A master’s degree is preferred.

  • Experience: 10-15 years of experience in customer communications, marketing, or a related field, with at least seven years in a leadership role.

Additional Information

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.