Senior Manager - Voice of Customer (London Area)

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We achieve 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 locations to serve more than 65,000 companies – from startups to public companies – that rely on Freshworks software-as-a-service to enhance their customer experience (CRM, CX) and employee experience (ITSM). Our cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), and Freshchat (AI-powered bots), all supported by Neo, our platform of shared services.

Freshworks has been recognized in global national press including CNBC, Forbes, Fortune, Bloomberg, and has been named a BuiltIn Best Place to Work in San Francisco and Denver for the last three 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

Freshworks is seeking a Voice of Customer (VoC) leader to lead our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to the VP of Customer Engagement, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.

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.

Customer Feedback Analysis:

• Provide recommendations for collecting customer feedback at scale through surveys and other touchpoints.
• Evaluate enterprise software technologies that could help us refine our listening signals and automate our 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.

Cross-Functional Collaboration:

• Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
• Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.

Insights Utilization:

• 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.
• Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.

Team Leadership and Development:

• 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.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.
• 10+ years of experience in customer experience, market research, or related roles in the B2B or B2C tech industry.
• 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.

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.