Senior Director, Marketing Intelligence & Decision Science

Company 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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

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

Job Description

The Senior Director of Marketing Intelligence & Decision Science will lead the evolution of Freshworks’ marketing intelligence and performance ecosystem. This leader will transform how Marketing measures performance, generates insights, predicts outcomes, and drives decision-making across the business.

This role combines executive-level business performance leadership with deep analytical, operational, and technical fluency. The ideal candidate will modernize measurement frameworks, establish scalable data and insight infrastructure, advance predictive and AI-driven capabilities, and enable the organization to make faster, smarter, and more proactive decisions.

This leader will serve as a strategic partner across Marketing, Sales, Finance, RevOps, and Data/IT while helping shape the future operating model for GTM intelligence and performance management.

Marketing Intelligence & Business Performance

• Own the strategic measurement framework for Marketing performance across pipeline, bookings, funnel conversion, efficiency, and revenue contribution
• Lead executive-level business performance reporting, insights, and storytelling across WBRs, QBRs, forecasting reviews, and strategic planning cycles
• Translate complex performance trends into clear business narratives, risks, opportunities, and actionable recommendations
• Establish proactive performance monitoring and early warning systems to identify emerging trends and business risks
• Drive standardization and governance of KPIs, definitions, measurement methodologies, and reporting consistency across GTM

Decision Science, Modeling & Advanced Analytics

• Build and scale advanced analytics and decision science capabilities including predictive modeling, forecasting, segmentation, attribution, propensity scoring, experimentation, and scenario planning
• Partner with Marketing and GTM leadership to improve investment allocation, funnel optimization, and performance predictability
• Advance AI and machine learning applications across marketing intelligence, measurement, targeting, and operational decision support
• Establish scalable experimentation and measurement frameworks to improve business decision-making and performance optimization
• Drive adoption of data science and AI capabilities in practical, business-oriented ways

Data Strategy & Intelligence Infrastructure

• Partner closely with IT, Data Engineering, RevOps, and Business Systems teams to evolve scalable data architecture and trusted data foundations
• Define the business logic, measurement strategy, semantic layers, and intelligence frameworks that power executive reporting and operational decision-making
• Improve data quality, transparency, accessibility, and confidence across Marketing and GTM performance reporting
• Help shape the future-state intelligence ecosystem across CRM, MAP, BI, CDP, warehouse, and AI platforms
• Ensure scalable and sustainable infrastructure without duplicating or overstepping core IT ownership

Operational Excellence & Business Rhythm Transformation

• Evolve business operating rhythm support from reactive reporting toward proactive, insight-led performance management
• Modernize WBR, MBR, and QBR processes to improve executive visibility, decision-making, accountability, and alignment
• Drive automation and simplification of reporting, analytics, and business insight generation
• Reduce dependency on manual reporting processes and fragmented data workflows
• Build scalable frameworks that balance agility, rigor, and operational efficiency

Leadership & Organizational Development

• Build and lead a high-performing team spanning analytics, performance measurement, and decision science capabilities
• Foster a culture of curiosity, experimentation, accountability, continuous improvement, and business partnership
• Develop organizational capabilities in AI-enabled analytics, modern measurement practices, and data-driven decision-making
• Influence cross-functional stakeholders at all levels of the organization through strong executive communication and partnership
• Act as a strategic advisor to senior Marketing and GTM leadership

Qualifications

• 12+ years of experience across Marketing Analytics, Revenue Intelligence, Decision Science, GTM Strategy, Business Intelligence, or related disciplines within complex B2B SaaS or enterprise technology environments
• Proven experience leading and modernizing high-performing analytics, intelligence, or performance measurement organizations
• Strong experience building scalable measurement frameworks, forecasting models, attribution methodologies, experimentation programs, and executive performance reporting
• Demonstrated ability to translate complex business and performance data into clear executive insights, recommendations, and action plans
• Strong understanding of modern GTM and marketing data ecosystems including CRM, MAP, BI, CDP, data warehouse, and AI platforms
• Experience partnering closely with Marketing, Sales, Finance, RevOps, IT, and Data Engineering teams to establish trusted data foundations and scalable intelligence infrastructure
• Familiarity with advanced analytics, predictive modeling, segmentation, funnel optimization, and AI-enabled workflows and automation
• Strong systems-thinking mindset with the ability to connect strategy, operations, data, technology, and business outcomes
• Builder mentality with comfort operating in ambiguity, rolling up sleeves when needed, and leading teams through change
• Exceptional executive communication and storytelling skills with the ability to influence senior stakeholders and represent business performance at the executive level
• High business acumen with strong understanding of SaaS funnel mechanics, pipeline management, revenue models, and GTM performance drivers
• Bachelor’s degree required; MBA preferred
• Location: US-Boston, US-San Mateo

Additional Information

We're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. 

If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. 

The annual base salary range for this position is $255,000 - $315,000 Base Salary. 

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.

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.