Job Description

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.

The Lead - Marketing Operations will be responsible for building a scalable reporting

and analytics framework that enables data-driven decision-making across Marketing,

Sales & Revenue Operations. This role will own Salesforce reporting, BI dashboards,

funnel analytics, operational insights, and executive reporting while driving continuous

process optimization through data, trends, and analytical recommendations.

The ideal candidate should have deep expertise in Salesforce reporting, CRM analytics,

and Business Intelligence platforms such as Tableau, Power BI, Looker, or similar. They

should possess strong SQL and analytical skills, be able to work with large datasets

from multiple systems and transform complex business requirements into executive-

ready dashboards and actionable insights.

Key Responsibilities:

• Create, manage, and optimize Lead Funnel Conversion reports in Salesforce and

BI dashboards to provide visibility into Marketing and Sales performance.

• Design and maintain Lead-to-Cash executive dashboards, enabling leadership

to track pipeline creation, conversion, revenue performance, sales productivity,

and overall business health.

• Develop scalable reporting frameworks for Lead Generation, Campaign

Performance, Pipeline, Attribution, Sales Acceptance, Lead Routing, SLA

adherence and Marketing ROI.

• Build interactive dashboards and analytical solutions using Tableau, Power BI,

Looker, CRM Analytics, or similar BI platforms, integrating data from Salesforce,

Marketo, Snowflake, Databricks, and other enterprise systems.

• Perform advanced data analysis to identify funnel bottlenecks, routing

inefficiencies, campaign performance trends, data quality issues, and

operational risks while providing recommendations to improve conversion,

productivity, and business outcomes.

• Partner with Marketing, Sales, RevOps, CRM Operations, Analytics, and IT teams

to understand reporting requirements and translate business needs into

scalable reporting and visualization solutions.

• Lead the standardization of reporting, KPI definitions, dashboard governance,

and data quality across Salesforce and Marketing Automation platforms to

ensure consistent reporting across the organization and drive operational excellence by proactively identifying automation opportunities, simplifying manual processes, optimizing lead lifecycle management, and

recommending process improvements based on data, trends, and business insights.

• Develop executive-level reporting for WBR’s, QBR’s, operational reviews, and

leadership presentations with actionable recommendations backed by

quantitative analysis.

• Perform root cause analysis on operational issues related to lead routing,

campaign performance, sales productivity, pipeline conversion, and reporting

discrepancies while partnering with cross-functional teams to implement long-

term solutions.

• Build predictive and trend-based analytical models to help leadership forecast

lead volumes, conversion rates, SLA performance, resource planning, and

pipeline growth.

• Ensure reporting accuracy through regular audits, validation, reconciliation, and

governance of Salesforce and Marketing Operations data.

Qualifications

Required Qualifications:

• 6-8 years of experience in Marketing Operations, Business Intelligence, CRM

Analytics, Sales Operations, or Revenue Operations.

• Expert knowledge of Salesforce reporting, dashboards, custom report types,

joined reports, reporting snapshots, and CRM Analytics.

• Strong hands-on experience with Tableau, Power BI, Looker, or equivalent

Business Intelligence platforms.

• Advanced proficiency in SQL, with experience querying and analyzing large

enterprise datasets.

• Experience working with Snowflake, Databricks, BigQuery, Redshift, or similar

cloud data platforms.

• Strong understanding of Marketing Operations processes, Lead Lifecycle

Management, Lead Routing, Campaign Operations, Attribution Models, Pipeline

Management, and Revenue Analytics.

• Excellent analytical, problem-solving, stakeholder management, and

communication skills with the ability to present data-driven recommendations

to senior leadership.

Preferred Qualifications:

• Experience leveraging AI and Generative AI technologies (e.g., ChatGPT,

Microsoft Copilot, Gemini, Claude, or similar enterprise AI platforms) to

automate reporting, generate business insights, improve productivity, and

streamline Marketing Operations workflows.

• Understanding of AI-driven analytics, predictive modeling, anomaly detection,

forecasting, and intelligent dashboarding to support executive decision-making.

• Experience applying machine learning, predictive analytics, or AI-assisted

reporting to identify trends, optimize lead funnel performance, improve

campaign effectiveness, and recommend operational improvements.

• Experience working with AI-powered CRM and Marketing Automation

capabilities, including Salesforce Einstein, CRM Analytics, Marketo AI, or similar

intelligent automation platforms, is highly desirable.

Additional Information

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.