Director, Market Intelligence – CRM Market Insights

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Director, Market Intelligence – CRM Market Insights will lead competitive intelligence efforts focused specifically on ServiceNow’s expansion and success within the Customer Relationship Management (CRM) market. This role supports the global Center of Excellence (CoE) team's transformation journey, driving deeper market insights and enabling closer engagement with field teams and customers. 

What you get to do in this role: 

• Lead competitive intelligence initiatives specifically targeting the CRM market, contributing to ServiceNow’s strategic growth objectives. 

• Support our global CoE team in their transformation to deliver deeper competitive insights, enabling increased alignment with field teams and direct customer interactions. 

• Develop actionable CRM market analyses, helping field sales and marketing teams effectively position ServiceNow’s offerings. 

• Collaborate closely with senior leaders across Product Management, Sales, Marketing, and Corporate Strategy to influence M&A strategy, CRM-related product and go-to-market (GTM) programs. 

• Provide strategic competitive insights and direct support on key CRM-focused sales engagements. 

• Work with a network of partners, consultants and industry thought leaders to gather external viewpoints including, but not limited to, understanding how commonly ServiceNow is in consideration for enterprise CRM deals. 

• Regularly prepare and deliver executive-level CRM market intelligence briefings and updates to senior leadership and the board. 

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 

• Excellent written and verbal communication skills, with an ability to clearly and persuasively present tailored competitive narratives to both executives and sales representatives. 

• Delivery / implementation experience with a vendor / consultant / end user and the ability to empathise with the challenges faced by a prospect considering CRM transformation. 

• Proven ability to manage and develop offshore teams, with a focus on upskilling, mentorship, and driving high performance. 

• Direct experience collaborating with C-suite executives and engaging board-level stakeholders. 

• Experience driving transformation initiatives aimed at enhancing market insights and customer engagement. 

• Prior leadership experience in competitive intelligence, market strategy, or strategic marketing within the CRM or related technology sectors. 

• Solves problems with fresh eyes, including, but not limited to innovative uses of data to identify competitor trends. 

• Deep knowledge of the enterprise CRM market, including ServiceNow’s positioning, key competitors, and customer trends. 

• Proven experience managing complex programs and projects, ideally in a global and cross-functional context. 

• Demonstrated ability to synthesize complex market data and competitive intelligence into concise, strategic insights. 

• Outstanding public speaking skills, with the confidence to deliver compelling insights to senior leadership, large audiences, and industry events. 

• Strong understanding and confidence working with Generative AI and advanced analytics tools to derive actionable market insights. 

• Proven ability to build and leverage networks across internal teams and external industry sources to gather insights and drive strategic impact. 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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