Director, Retail Product Marketing

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

We are looking for an accomplished Director of Product or Industry Marketing to lead our efforts in the retail and consumer goods verticals. The ideal candidate possesses a blend of technical and industry acumen, strategic vision, analytic and leadership skills. With a deep understanding of the products and segments, they are responsible for crafting and executing a cohesive product and industry go-to-market strategy for the retail and consumer goods sectors, specifically marketing the Talkdesk Retail Experience Cloud™ platform. This involves analyzing market trends, identifying product/solution opportunities in partnership with the Industry Strategy and Product Management teams, developing product positioning and messaging, and leading go-to-market initiatives for launches. The role also extends to sales enablement, providing the sales team with the necessary tools and training to succeed. Additional areas of responsibility include management of key performance indicators and budgets, while acting as a retail thought leader and liaison between the company and various internal and external stakeholders.

This role is dynamic, requiring close collaboration with other marketers, Product Management, Sales, and Customer Success leaders, along with a blend of strategic planning and the ability to execute tactical marketing work swiftly and effectively.

Responsibilities

• Market Analysis: Regularly analyze market trends, customer behavior and competitor activities to identify new opportunities and emerging use cases or campaign themes.
• Story Development: Develop unique value propositions, messaging strategies and positioning, shaping Talkdesk solutions and products for retail-specific use cases.
• Go-to-Market Strategy: Lead the planning and execution of product launches and campaign initiatives tailored to retail. Leverage influential industry figures, publications, and analysts to support marketing activities. Acting retail SME for participation in industry conferences and trade shows such as NRF.
• Content Strategy Engagement: Create high-quality content that drives brand awareness, pipe generation and customer engagement. Work closely with the Growth Marketing and Content Marketing teams to create industry-specific ads, emails, ebooks, and other materials in support of campaigns.
• Sales Enablement: Create industry-specific sales collateral, outreach sequences, and training materials to empower the field to “speak the language” of retail and sell the product effectively. Support deals directly by working with sales to develop customized presentations and participate in executive engagements and RFPs.
• Performance Metrics: Define, track, and report on key performance indicators with a goal of pipeline growth and acceleration to gauge the effectiveness of marketing efforts and adjust as needed.
• Budget Management: Allocate and manage the budget effectively to achieve strategic objectives.
• Thought Leadership: Represent the company as a retail SME at industry events, webinars, and other platforms to establish the company as a leader.

Preferred Qualifications:

• Technical Understanding: Experience in retail, customer service, and/or B2B SaaS sales-driven environments.
• Strategic Vision and Tactical Execution: Ability to define a long-term retail marketing strategy aligned with the company’s goals and market demands and ability to adapt the strategy to rapidly changing conditions. Proficiency in managing communications across various teams to ensure alignment around vertical priorities, objectives, and results. The capacity to transition between high-level strategic thinking and detailed, execution-oriented tasks.
• Campaign and Content Development: Expertise in translating product marketing narratives into vertical-specific enterprise solutions. Proven track record in developing marketing campaigns targeting a retail audience.
• Cross-functional leadership: Cultivate strong partnerships with departments such as Sales, Product Management, and Customer Success to ensure cohesive go-to-market strategies, sales enablement, and customer satisfaction. Confidence in managing relationships with executive stakeholders.
• Data-Driven Decision-Making: Proficiency in analytics tools to gather insights from data, measure the ROI of marketing activities, and make informed decisions.
• Customer-Centric Mindset: A deep understanding of customer needs, pain points, and how Talkdesk products and solutions solve them. This requires being in touch with customers, conducting regular market research and adapting strategies based on customer feedback.
• Strong Communication Skills: Exceptional writing and public speaking skills for internal communication, customer-facing collateral and thought leadership activities.
• Sales Enablement: Understand sales processes and the challenges sales teams face in selling modern customer experience platforms. Deliver the materials, training and tools they need to maximize success.

Bonus Skills:

• Experience in marketing SaaS technology to enterprise retail and ecommerce clients.
• Background working at an enterprise retail or ecommerce business in a corporate capacity.
• Familiarity with contact center or customer service products, particularly for large and complex enterprises.
• Experience in enterprise sales or solutions engineering.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.