Senior Manager, Digital Experience Strategy
Company Description
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.
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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).
Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 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 (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).
Job Description
The Digital Experience Strategy function is a critical part of our mission to create a consumer-like, customer-centric ecosystem of digital properties and integrated digital experiences. This role reports to the Senior Director of Digital & Web Experience and into the VP of Global Brand Marketing. Driving the global vision for our core digital experience, you'll lead a high impact team across Digital & Web Strategy, Web Content Strategy, and User Research.
- Define, evangelize and continually evolve the digital and web experience strategy
- Partner with creative directors, content creators, business stakeholders, and agency partners to transform digital journeys and web templates
- Scale strategies for content and design personalization across systems, personas, campaigns, and key user journeys
- Translate the company brand, product positioning and go-to-market strategy into a delightful digital CX
- Communicate effectively with business partners translating complex ideas into compelling, actionable recommendations
- Drive more engagement and conversion through experience-focused CRO tactics, A/B testing, and experimental web strategy
- Manage global SEO strategy across core pages and properties, ensuring technical performance and standards governance, an coordinating with growth SEO initiatives
- Lead qualitative and quantitative research and analyses to measure and improve the digital experience
- Mentor and guide a team of strategists and researchers through coaching and career development
Qualifications
- 10+ years professional experience leading teams and large digital experience strategy and research initiatives
- Highly experienced with large, enterprise, global, multi-property digital experiences with complex translation and localization needs
- Expertise in enterprise-level SEO, specifically creating organic-search-optimized strategies for global web information architecture
- Proven record of delivering customer-focused business outcomes, where insights informed strategies leading to measurable results
- Executive presentation, speaking, and communication skills
- Collaborative leader who excels at managing up, down, and cross-functionally to drive digital outcomes
- Creative thinker and innovative problem solver
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 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.
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.