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 efficienc