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For Companies At a Glance
- Tasks: Lead customer feedback analysis and collaborate with teams to enhance product experience.
- Company: Freshworks is a dynamic tech company focused on improving customer engagement.
- Benefits: Enjoy a diverse workplace, opportunities for growth, and potential travel experiences.
- Why this job: Join a vibrant team dedicated to making a real impact on customer satisfaction.
- Qualifications: Bachelor's degree required; 3-5 years in customer experience or market research preferred.
- Other info: We value diversity and are committed to equal opportunity for all applicants.
The predicted salary is between 43200 - 72000 £ per year.
Freshworks is seeking a VoC Analyst to support 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 Director of Customer Engagement, you will define our VoC strategy and centralize all customer listening signals to reduce friction and foster loyalty.
Responsibilities:
- Customer Feedback Analysis: Develop and implement a survey strategy for NPS, CSAT, CES feedback; evaluate enterprise software technologies for refining listening signals and automating reporting.
- Cross-Functional Collaboration: Partner with Product Management, Engineering, Marketing, Sales, and Customer Success teams; act as a liaison advocating for customer needs; utilize insights to improve products and customer satisfaction; communicate insights effectively; report regularly on key metrics.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or related; Master's preferred.
- 3-5+ years in customer experience, market research, or related fields in B2B or B2C tech industries.
- Proven success in developing and executing VoC strategies.
- Strong analytical skills; excellent communication and interpersonal skills.
- Experience leading cross-functional teams; ability to work in a fast-paced environment; willingness to travel and work between U.S. and India.
Additional Information:
We are committed to diversity and equal opportunity, fostering a vibrant workplace that empowers everyone to reach their potential.
Lead - Customer Marketing employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead - Customer Marketing
✨Tip Number 1
Familiarise yourself with the latest trends in customer feedback analysis and VoC strategies. This will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the customer experience and market research fields. Attend relevant webinars or industry events to connect with potential colleagues and learn more about the challenges they face, which can give you an edge in discussions.
✨Tip Number 3
Prepare specific examples of how you've successfully implemented VoC strategies in your previous roles. Being able to share concrete results will demonstrate your expertise and make you a standout candidate.
✨Tip Number 4
Research Freshworks thoroughly, including their products and customer engagement initiatives. Tailoring your insights and questions about their current strategies during the interview will show your genuine interest in the company and the role.
We think you need these skills to ace Lead - Customer Marketing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience, market research, and VoC strategies. Use specific examples that demonstrate your analytical skills and cross-functional collaboration.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer feedback analysis and how it drives product improvements. Mention your experience in B2B or B2C tech industries and how you can contribute to the company's goals.
Highlight Relevant Skills: Emphasise your strong analytical skills and excellent communication abilities. Provide examples of how you've successfully led cross-functional teams and improved customer satisfaction in previous roles.
Showcase Your Understanding of the Role: Demonstrate your understanding of the VoC strategy and its importance in enhancing customer experience. Mention any specific tools or methodologies you have used in the past to capture and analyse customer feedback.
How to prepare for a job interview at TN United Kingdom
✨Understand the VoC Landscape
Familiarise yourself with Voice of Customer (VoC) strategies and methodologies. Be prepared to discuss how you would implement a survey strategy for NPS, CSAT, and CES feedback, as this will demonstrate your understanding of customer feedback analysis.
✨Showcase Cross-Functional Collaboration Skills
Highlight your experience working with various teams such as Product Management, Engineering, and Marketing. Prepare examples of how you've acted as a liaison for customer needs and how your insights have led to product improvements.
✨Demonstrate Analytical Prowess
Be ready to discuss specific analytical tools or software you've used in the past to refine listening signals and automate reporting. This will show that you have the technical skills necessary for the role.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Since the role requires regular reporting on key metrics, being able to communicate insights effectively will be crucial. Consider preparing a brief presentation on a past project to showcase your communication skills.
