Job Description

Job Summary: We are seeking an experienced and strategic Director of Market Intelligence to lead our market analysis and research efforts. The ideal candidate will possess a deep understanding of the tech industry, strong analytical skills, deep knowledge of the Market Intelligence tools and a proven ability to translate data into actionable insights. This role will be critical in driving our market strategy, identifying growth opportunities, and maintaining our competitive edge in the industry.

Key Responsibilities:

• Market Analysis: Conduct market research to identify trends, customer needs, and emerging opportunities within the tech industry globally as needed. Ad hoc research on specific topics to drive a specific business decision.

• Market Reports: Produce ongoing reports focused on market dynamics and competitive landscape to feed cross-functional leaders.

• Market Model: build and maintain a market model including Zendesk’s total addressable and serviceable markets globally.

• Strategic Planning: Collaborate with senior leadership to shape the company's market strategy, aligning intelligence insights with business objectives and goals. Feed the Strategic planning team with market insights to drive the planning process.

• Data Analysis: Analyze market data to provide actionable recommendations for product development, marketing strategies, and business expansion.

• Stakeholder Communication: Present market intelligence findings to internal stakeholders, including executive leadership, product teams, and sales departments.

• Team Leadership: Lead and mentor a team of market intelligence professionals, fostering a culture of continuous learning and professional development.

• Cross-Functional Collaboration: Work closely with product management, sales, marketing, finance and other departments to ensure market intelligence insights are integrated into decision-making processes.

• Competitive Intelligence: Partner with the Compete team to monitor and analyze competitor activities, including product launches, market positioning, and strategic moves. Fold work into broader reports to inform business strategies.

Qualifications:

• 9+ years of experience in market intelligence, competitive analysis, or a similar role within the tech industry, 3+ years of management experience.

• Strong understanding of the technology market, bonus for experience in the broad CRM market.

• Proven track record of leading market intelligence initiatives and a team that have directly impacted business strategy.

• Exceptional analytical skills with the ability to interpret complex data and translate it into actionable business insights.

• Excellent communication and presentation skills, with the ability to convey complex information to diverse audiences in simple ways.

• Leadership experience with the ability to manage and develop a high-performing team.

• Proficiency in market research tools, data analytics platforms, and competitive intelligence software. Bonus for relationships with existing vendors and analysts.

• Fluency in English, both written and spoken.

Why Join Us?

• Opportunity to work with a dynamic and innovative team driving Zendesk’s business strategy forward.

• Competitive salary and benefits package.

• Career growth and professional development opportunities.

• Part of the leadership team in our growing Mexico City office.

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.