Chief of Staff, Customer & Marketing Officer (CCMO)

Chief Of Staff, Customer & Marketing Officer (CCMO)

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There's another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

As the Chief of Staff for our Chief Customer and Marketing Officer (CCMO), you will be instrumental in shaping the growth trajectory of our customer-centric Integrated Customer Growth organization. This organization's scope includes global marketing, SMB, commercial sales (including expansion), global digital implementation, and global support.

The successful candidate will be incredibly curious and demonstrate an outsized desire to constantly raise the bar to accelerate impact. Strategy development, driving transformation initiatives, goal setting, establishing an effective operating rhythm, and ensuring an extraordinary employee experience are the central pillars of this critical role.

This role will report directly to the Vice President of Integrated Customer Growth (ICG) Strategy & Programs.

Key Responsibilities :

• Collaborate with the CCMO and key stakeholders (internal & external) to develop and execute transformative strategies.
• Utilize a learning mindset to adapt strategies based on feedback and evolving market dynamics.
• Shepherd key initiatives (short-term and long-term), ensuring seamless execution and measurable impact.
• Drive the goal-setting process, ensuring alignment with company strategies, including establishing shared goals across the company, where necessary.
• Cascade goals throughout the organization to create a cohesive and focused team.
• Establish a rhythm of the business that supports focus on key initiatives and allows for agility to respond to shifting market conditions.
• Keep a pulse on the business and connect the dots with others across the company to determine actions required to meet our goals.
• Develop and deliver clear and concise communications on behalf of the CCMO.
• Prepare reports and presentations to communicate key updates, milestones, and insights.
• Assist in proactively identifying and mitigating challenges that may arise, offering problem-resolution approaches and strategic solutions.
• Drive operational efficiency by identifying areas for improvement and implementing streamlined processes.
• Stay informed about industry best practices and implement relevant improvements.
• Demonstrate a high degree of emotional intelligence to navigate complex dynamics.
• Act as a liaison between the CCMO and other departments, ensuring alignment with overall objectives.
• Foster a positive and thriving work environment by promoting collaboration and innovation.
• Implement strategies to enhance employee engagement and satisfaction.
• Leverage strong business acumen to make informed decisions and guide strategic direction.