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Director - Sales Operations

Freshworks Inc.

Job Overview

Location

London

Job Type

Full-time

Full Job Description

📋 Description

• Own and continuously improve the weekly and monthly forecasting process for the entire European and APMEA sales organisations, partnering directly with VPs and Regional Directors to ensure forecasts are accurate, transparent, and tied to actionable pipeline insights that senior leadership can trust.
• Run disciplined pipeline health reviews that surface conversion-rate trends, stalled opportunities, and coverage gaps; translate findings into crisp, data-backed recommendations that front-line managers can execute within 48 hours.
• Lead high-stakes large-deal governance forums every week, guiding account teams through rigorous qualification, value articulation, and commercial strategy sessions that accelerate deal velocity and lift win rates above 30 % for opportunities over €250 k ARR.
• Act as the primary strategic advisor to European and APMEA Sales VPs during Quarterly Business Reviews, distilling complex performance data into a concise narrative that highlights risks, opportunities, and required leadership actions.
• Partner with Finance to model scenario-based revenue outcomes, ensuring quota-setting, territory design, and annual planning decisions are grounded in defensible data and aligned to corporate growth targets.
• Collaborate with Sales Enablement to identify skill gaps revealed in deal reviews, then co-design targeted training or playbooks that improve rep productivity and reduce ramp time for new hires.
• Work hand-in-hand with Marketing Operations to refine lead-scoring models and campaign attribution, ensuring pipeline sources are healthy and marketing spend ROI is transparent to regional leadership.
• Manage a distributed team of Analysts based in Chennai, setting clear SLAs for dashboards, ad-hoc analysis, and data hygiene; mentor analysts to become trusted advisors to their own stakeholder groups.
• Drive the selection, rollout, and adoption of new sales systems and tooling (CRM enhancements, CPQ, forecasting solutions) by translating user pain points into business requirements and measuring adoption post-launch.
• Establish and enforce a cadence of operational excellence: standardise data definitions, automate repetitive reporting, and create self-service assets that free sales leaders to spend more time with customers.
• Champion a culture of continuous improvement by running monthly retrospectives on forecast accuracy, win/loss patterns, and process friction, then socialising best practices across regions.
• Serve as the escalation point for complex operational issues—territory disputes, credit splits, system bugs—resolving 90 % of tickets within one business day and feeding systemic fixes back to global operations.
• Translate board-level questions into concise, visually compelling stories using Tableau, Salesforce, and Excel; present findings to C-suite audiences with confidence and command of detail.
• Build and maintain a rolling 12-month roadmap of strategic initiatives (e.g., verticalised selling motions, partner-channel incentives) that align regional priorities with Freshworks’ global growth strategy.
• Foster tight cross-functional relationships with Product Management to ensure roadmap releases are reflected in sales messaging and that early-adopter customer feedback loops directly into product iteration cycles.

🎯 Requirements

• 8+ years of progressive experience in Sales Operations, Revenue Operations, or Strategic Finance within a high-growth B2B SaaS environment.
• Expert-level proficiency with Salesforce CRM, including custom report building, dashboard design, and familiarity with CPQ and forecasting modules.
• Demonstrated success owning end-to-end forecasting processes for a $100 M+ ARR book of business across multiple geographies.
• Strong analytical skill set: advanced Excel, SQL, and data-visualisation tools (Tableau, Looker) with ability to translate complex data into executive-level insights.
• Experience managing or mentoring remote analyst teams and driving operational rigour across time zones.
• Nice-to-have: MBA or equivalent, fluency in an additional European language, prior experience in a PLG or freemium SaaS model.

🏖️ Benefits

• Competitive base salary plus uncapped performance bonus tied to regional revenue attainment.
• Flexible hybrid working model with 2–3 days per week in our London hub and the freedom to work remotely across Europe.
• Comprehensive private medical, dental, and vision coverage for you and eligible dependents from day one.
• Annual learning stipend of £3,000 for certifications, conferences, or executive education programmes.
• 25 days paid holiday plus all UK bank holidays and an additional "Recharge Week" company shutdown between Christmas and New Year.

Skills & Technologies

Onsite

Remote

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Freshworks Inc.

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About Freshworks Inc.

Freshworks Inc. provides cloud-based customer engagement and employee experience software. Its suite includes products for customer support, sales automation, marketing, IT service management, and HR service delivery. The company serves small and medium-sized businesses as well as enterprises across industries. Founded in 2010 and headquartered in San Mateo, California, Freshworks offers integrated SaaS applications designed to improve customer satisfaction and employee productivity.

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