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).

The Digital Experience Strategy function at Freshworks 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, CRO (Conversion Rate Optimization), and Experience Research.

Responsibilities

• Define, evangelize and continually evolve the digital and web experience strategy
• Lead content strategy and information architecture for web templates and navigation 
• Drive an agile CRO roadmap to increase engagement and conversion through user research,  A/B testing, and experimental web strategy
• Lead qualitative and quantitative research to measure and generate roadmap for top journeys and personas
• Partner with product management, creative, directors, content creators, business stakeholders, and agency partners to craft best-in-class digital experiences
• Scale strategies for experience personalization across web systems, personas, campaigns, and key user journeys
• Translate the company brand, product positioning and go-to-market strategy into a delightful digital CX
• Partner with SEO to create IA strategies that maximize organic acquisition across web pages and digital content
• Present concepts and plans to other leaders and teams, translating complex ideas into compelling, actionable strategies
• Grow and mentor a team of digital experience strategists and researchers

• 12+ years professional experience leading teams and large digital experience strategy and research initiatives 
• Comfortable working both hands-on with team and on the website, and also strategically with digital and company leadership
• Experience with enterprise-level web CMS, Analytics, Optimization, Personalization, and Research software platforms
• Highly experienced in managing global web properties with complex translation and localization needs
• Expertise in enterprise-level SEO, specifically creating organic-search-optimized strategies 
• 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

The annual base salary range for this position is between:$139,668—$256,058 USD
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available

Summary of Freshworks Benefits:Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.