Manager - Marketing Operations

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

As Freshoworks is poised for rapid growth, we are seeking a Marketing Data Architect and CDP specialist to spearhead the development and management of our Marketing Data Platform that powers audience activation and pipegen acceleration. This crucial role involves implementing, optimizing, and overseeing data pipelines from all marketing technology systems and tools to drive marketing effectiveness across various channels. 

This role requires implementing and optimizing our CDP to ensure that customer data is effectively collected, integrated, and leveraged to drive personalized marketing campaigns and improve customer experiences. We need a blend of technical proficiency, analytical skills, and a deep understanding of marketing strategies.

Responsibilities:

• Develop a deep understanding of our marketing technology stack to ensure seamless integration and optimization to meet our marketing goals.

• Architect and oversee the entire data flow across systems, enhancing end-to-end data connectivity.

• Develop the strategy to roll out CDP and B2B revenue marketing platforms in Freshworks

• Analyze customer data to identify trends, behaviors, and opportunities for personalized marketing.

• Generate actionable insights to inform marketing strategies and improve customer experiences.

• Produce regular reports and dashboards to track the performance of marketing campaigns and customer engagement.

• Initiate and lead AI-driven projects to boost marketing operations productivity.

• Collaborate with teams across marketing, sales, IT, and data analytics to define tech needs and solutions.

• Manage system configurations, customizations, and administration of marketing technology platforms, ensuring proper user access and workflow setups.

• Monitor and analyze performance metrics and KPIs of marketing technologies, offering insights for continual improvement.

• Keep abreast of industry trends and emerging technologies, identifying opportunities for innovation and competitive advantage.

• Provide training and support to ensure effective utilization and adoption of marketing technology tools by internal stakeholders.

• Develop and maintain comprehensive documentation and standards for marketing technology processes.

• Work with vendors and external partners to resolve issues, manage updates, and enhance system functionalities.

• Negotiate and manage vendor contracts to ensure compliance with SLAs and licensing agreements.

Qualifications

• Bachelor’s or Master’s degree in Marketing, IT, Computer Science, or a related field.

• 8-10 years of proven experience in marketing technology management, with a robust understanding of marketing principles.

• Expertise in marketing technology platforms such as CDP Platforms (e.g., Segment, Treasure Data, Adobe Experience Platform etc ), HubSpot, Marketo, Google Analytics, AI & ML, WordPress, and email marketing tools like Mailchimp.

• Strong analytical skills with the ability to turn data insights into actionable outcomes.

• Excellent project management capabilities, adept at handling multiple projects simultaneously under tight deadlines.

• Exceptional communication skills, capable of collaborating with cross-functional teams and explaining complex technical concepts to non-technical stakeholders.

• Detail-oriented with a commitment to accuracy and quality.

• Adaptive to dynamic environments, driving innovation and change.

• Relevant certifications in marketing technology platforms preferred.

• Knowledge of HTML, CSS, JavaScript, and other web development languages is advantageous.

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.