Senior Product Marketing Manager - Retail Solutions

Job Description

Who We're Looking For

Zendesk is a global leader in AI-powered service across Customer Experience (CX) and Employee Service, renowned for our powerful yet intuitive platform. We are seeking an experienced Senior Product Marketing Manager with a strong technical PMM background to lead our go-to-market strategy for the Retail sector. In this role, you will define and execute the positioning, technical narrative, and commercialization strategies that establish Zendesk as the operational backbone for modern retail brands, connecting customer touchpoints, store operations, and frontline associate service.

You are a technical storyteller with deep retail domain knowledge. You are equally comfortable aligning high-level strategy with senior leaders across Sales, Product, and Marketing as you are diving into the store-tech stack, building integration blueprints, modeling operational ROI, and enabling field teams to execute ahead of high-stakes peak seasons.

What You'll Be Doing

• Lead Retail GTM Strategy: Drive the end-to-end go-to-market planning, launch management, and commercial execution for multi-product retail solutions spanning both Customer Experience (CX) and Employee Service (store associate workflows, retail IT, and store operations support).
• Define Positioning & Operational Messaging: Craft compelling solution-level positioning, value frameworks, and persona-specific narratives tailored to retail executive buyers, including Heads of CX, VP/Directors of Store Operations, and Retail CIOs/CTOs.
• Architect Integration Blueprints & Technical Narratives: Collaborate closely with Product Management and Solutions Engineering to translate platform capabilities, APIs, and partner ecosystems into practical integration blueprints that demonstrate how Zendesk unifies with modern store-tech stacks, POS, OMS, WMS, and inventory management systems.
• Build Quantifiable Financial & ROI Models: Develop robust financial models and operational ROI business cases for retail leaders—quantifying the business impact of store associate labor efficiency, ticket deflection, first-contact resolution, and operational elasticity during high-volume retail periods.
• Deploy Industry-Specific & Peak-Season GTM Playbooks: Design and deliver retail-specific enablement programs and peak-season GTM playbooks (e.g., BFCM/holiday readiness), equipping global enterprise sales teams to articulate cross-product platform value, navigate technical validations, and shorten sales cycles.
• Unify Cross-Product Solutions: Partner with Core PMM, Technical PMM, and Product teams to package multi-SKU platform offerings, showing how unified customer ticketing and store associate service streamline both digital and in-store retail operations.
• Deliver Retail Market Intelligence: Track competitor moves, macro retail trends, and shifts in associate workflows and store-tech architectures to uncover whitespace opportunities and sharpen Zendesk’s differentiation.
• Measure & Optimize GTM Performance: Partner with Marketing Ops and Analytics to track solution-level pipeline velocity, win rates, multi-product attach rates (CX + Employee Service), and enterprise expansion.

What You Bring to the Role

• 8–10+ years of B2B SaaS product marketing experience, with substantial experience in technical product marketing (PMM) or solutions marketing, packaging multi-product suites, and messaging complex technical platforms.
• 5+ years of dedicated retail industry focus, with an operational understanding of store operations, store associate workflows, omnichannel retail friction points, and peak-season volume dynamics.
• Deep store-tech stack literacy, including practical familiarity with point-of-sale (POS), order management systems (OMS), inventory databases, and headless commerce platforms, paired with the ability to communicate architectural integration blueprints.
• Frontline & Employee Service domain expertise, understanding how internal service, store associate helpdesks, and HQ-to-store communication impact operational continuity and associate retention.
• Financial modeling acumen, with proven ability to build credible, data-backed ROI calculators, TCO analyses, and labor-efficiency models for retail CFOs, COOs, and operations leaders.
• High-impact technical storytelling, with a track record of translating complex technical concepts (APIs, webhooks, data sync, generative AI automation) into concrete, revenue-driving business outcomes.
• Cross-functional leadership, adept at rallying Sales, Product, Solutions Consulting, and Field Marketing around a unified industry narrative and go-to-market motion.
• Modern AI workflow adoption, actively leveraging advanced AI tools to accelerate market research, competitive intelligence, and content execution.

Required Qualifications:

• 8+ years of progressive B2B SaaS product marketing or technical product marketing experience.
• 5+ years of experience marketing solutions to the retail sector, specifically touching store operations, associate workflows, or omnichannel customer service.
• Direct experience developing technical integration blueprints, architecture diagrams, or technical solution guides bridging enterprise software with retail systems (POS, OMS, ERP, or inventory stacks).
• Proven track record designing and launching industry-specific and peak-season GTM playbooks for enterprise field sales teams.
• Demonstrated success building quantifiable financial ROI calculators and operational business cases for retail buyers.
• Direct experience marketing multi-SKU platform packages or bundled enterprise solutions combining customer-facing and internal/employee service workflows.

Preferred Qualifications:

• Prior experience within retail customer service, contact center, workforce management (WFM), or store associate collaboration software ecosystems.
• Experience working directly with retail systems integrators (SIs) and enterprise technology partner ecosystems.

The US annualized base salary range for this position is $183,000.00-$275,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

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.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

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.