Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What's the opportunity?
As the Programs Lead, Marketing at Intercom, you’ll have the unique opportunity to drive the strategic and operational heartbeat of our marketing organization. This role is pivotal in ensuring that our marketing initiatives are executed with precision and speed, cross-functional teams are aligned, and leadership has the insights needed to make key decisions.
Success in this role means streamlining marketing operations, accelerating impactful programs, and delivering the structure that empowers our marketing team to thrive. You’ll work closely with Marketing Leadership, acting as a trusted partner to translate vision into action, while championing continuous improvement across the teams via projects and processesThis is a career-defining opportunity to shape how a high-performing marketing team operates in a fast-growing SaaS company. You’ll be at the center of marketing strategy, execution, and communication—making a tangible impact on how Intercom achieves its growth ambitions.
If you’re a strategic thinker, skilled project manager, and collaborative problem-solver, this is your chance to step into a high-impact role and shape the future of marketing at Intercom. We currently operate in a hybrid working model and we are open to our Dublin or London office for this role.
What will I be doing?
- Strategic Planning & Program Management:
- Partner with Marketing Leadership to develop, execute, and monitor strategic marketing initiatives aligned with business goals.
- Lead cross-functional marketing programs, ensuring milestones, deliverables, and timelines are met.
- Collaborate with product marketing, demand generation, content, web, brand, comms and other cross-functional teams such as sales teams to ensure program alignment and success.
- Facilitate quarterly and annual marketing planning processes, including OKRs, budgeting, and resource allocation.
- Operational Excellence:
- Establish and optimize workflows, processes, and dashboards to track key metrics and program performance.
- Manage marketing project prioritization, ensuring alignment with company objectives and capacity.
- Oversee marketing team meetings, agendas, and follow-ups to maintain momentum and accountability.
- Communications & Reporting:
- Act as a key liaison between the marketing team and other departments (e.g., sales, product, finance).
- Prepare executive-level reports, presentations, and insights for leadership meetings.
- Communicate program updates, roadblocks, and successes across stakeholders.
- Leadership Support:
- Provide strategic counsel to the SVP Marketing and VP Demand Generation, including decision support and risk assessment.
- Drive special projects and initiatives as assigned Marketing Leadership.
- Foster a collaborative, high-performing marketing culture.
What skills do I need?
We’re looking for someone with the following must-have skills and experience:
- 7+ years of experience in marketing operations, program management, or chief of staff roles, ideally within a SaaS or technology company.
- Strong project management skills, with expertise in managing complex, cross-functional programs.
- Excellent communication and stakeholder management abilities.
- Analytical mindset with experience in marketing performance tracking and reporting.
- Proficiency with marketing tools and platforms.
- Highly Autonomous with strong problem-solving skills and attention to detail.
Bonus skills & attributes
The following additional skills and experience would set you apart:
- Experience working closely with executive leadership.
- Familiarity with agile project management methodologies.
- Strong ability to navigate ambiguity and drive clarity.
- Passion for fostering collaboration and team success.
Benefits
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Open vacation policy and flexible holidays so you can take time off when you need it
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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