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- Tasks: Lead customer feedback initiatives to enhance product and customer experience.
- Company: Join Freshworks, a global leader in affordable software solutions for over 65,000 companies.
- Benefits: Enjoy a diverse workplace with opportunities for professional growth and development.
- Why this job: Be the voice of the customer and drive impactful changes in a dynamic tech environment.
- Qualifications: Bachelor's degree required; 10+ years in customer experience or market research preferred.
- Other info: Opportunity to collaborate with cross-functional teams and lead a high-performing VoC team.
The predicted salary is between 43200 - 72000 £ per year.
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 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. 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.
- Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies.
- Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty.
- Build and lead a high-performing VoC team, providing guidance, mentorship, and professional development opportunities.
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. ~ Strong analytical skills with the ability to derive actionable insights from customer feedback data. ~ S. and India, with the ability to travel as needed.
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.
Senior Travel Customer Relations Executive employer: Freshworks
Contact Detail:
Freshworks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Travel Customer Relations Executive
✨Tip Number 1
Familiarise yourself with Freshworks' products and their unique selling points. Understanding how each product enhances customer experience will help you articulate your insights during interviews.
✨Tip Number 2
Network with current or former employees of Freshworks on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully gathered and analysed customer feedback in previous roles. Highlighting your analytical skills and results-driven approach will resonate well with the hiring team.
✨Tip Number 4
Stay updated on the latest trends in customer experience and voice of customer strategies. Being knowledgeable about industry best practices will demonstrate your commitment to driving improvements at Freshworks.
We think you need these skills to ace Senior Travel Customer Relations Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations and feedback analysis. Emphasise any roles where you've led teams or projects, particularly in the tech industry.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences. Mention specific examples of how you've successfully gathered and analysed customer feedback in previous roles.
Showcase Analytical Skills: Since strong analytical skills are crucial for this role, include examples of how you've derived actionable insights from data. Use metrics to demonstrate your impact on customer satisfaction and loyalty.
Highlight Collaboration Experience: This position requires collaboration with various teams. Share instances where you've worked cross-functionally, detailing how you aligned strategies and drove initiatives that benefited customer experience.
How to prepare for a job interview at Freshworks
✨Understand the Company and Its Products
Before your interview, make sure to research Freshworks and its suite of products. Familiarise yourself with their customer support software, sales automation tools, and how they enhance customer experience. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Prepare for Behavioural Questions
Given the role's focus on customer feedback analysis and collaboration, be ready to answer behavioural questions. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your experience in leading teams, analysing data, and driving product improvements based on customer insights.
✨Showcase Your Analytical Skills
As a Senior Travel Customer Relations Executive, strong analytical skills are crucial. Be prepared to discuss specific examples where you've successfully derived actionable insights from customer feedback data. Highlight any tools or methodologies you've used to analyse data effectively.
✨Emphasise Collaboration and Leadership
This role requires working closely with cross-functional teams. Share experiences that illustrate your ability to collaborate with Product Management, Engineering, and Customer Success teams. Discuss how you've built and led high-performing teams, providing mentorship and professional development opportunities.
