Director - Marketing Operations (Email Marketing)

Company Description

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. 

Job Description

Job Summary

We are seeking a dynamic and experienced Director of Email Lifecycle Marketing to lead our email marketing strategies and campaigns. This role is pivotal in driving customer engagement, retention, and growth through effective lifecycle email marketing. The ideal candidate will have a proven track record of creating and implementing successful email marketing programs and will be responsible for overseeing the entire email lifecycle, from acquisition to retention.

Key Responsibilities

• Identify customer pain points, ideate solutions to improve user experience, and generate ongoing user-driven insights to inform campaign strategy and optimization

• Leverage marketing automation, behavioural data, and ML-based techniques to create personalized experiences at scale

• Design iterative experimentation plans to continuously optimize and improve campaign effectiveness

• Drive growth across key metrics (MQLs, SQOs, pipeline, revenue) - measure success, optimize against targets, and report on performance on a recurring cadence

• Analyse trends, develop actionable insights, and socialize relevant learnings across the organization

• Collaborate closely with key stakeholders across Growth, Product, Engineering, Data Science, Analytics, Sales, and Marketing

What you should have:

• Deep knowledge of the email landscape and best practices (deliverability, privacy laws) and growth marketing concepts (attribution, incrementality)

• Technical email knowledge (understanding of webhooks, APIs, ETLs)

• Experience articulating requirements to Product, Engineering, and Data Science to facilitate technical workstreams

• Self starter; ability to drive both strategic and tactical workstreams forward with minimal oversight

• Advanced analytical skills; ability to analyze trends and decipher actionable insights from data

• Experience driving experimentation roadmaps to continuously optimize and improve campaigns

Qualifications

• Experience:

  • Minimum of 10-15 years of experience in email marketing, with at least 3 years in a leadership role

  • Proven track record of developing and executing successful email marketing strategies

• Skills:

  • Strong understanding of email marketing best practices, metrics, and KPIs

  • Proficiency with email marketing platforms and analytics tools

  • Excellent analytical, problem-solving, and decision-making skills

  • Strong leadership and team management abilities

• Education:

  • Bachelor’s degree in Marketing, Business, Communications, or a related field. An advanced degree is a plus

• Attributes:

  • Exceptional communication and interpersonal skills

  • Ability to work in a fast-paced, dynamic environment

  • Creative mindset with a focus on customer experience and engagement

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.

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.