CX Enablement Manager

Hello!

At Factorial were looking for a Training Manager to lead our CX Enablement team. We believe in developing our people strengthening our company culture and enabling our teams with the right skills and knowledge to make a real impact for organizations around the world.

As the Training Manager for CX Enablement you will lead a team of 4-8 training specialists and instructional designers. Reporting directly to the Head of Knowledge Management Training and Quality you will be the strategic owner of all learning initiatives across the Customer Experience organization (Account Management Account Executives Customer Support Onboarding and Technical Services). Your goal is to go beyond delivering trainingyou will drive measurable business impact reduce Time-to-Proficiency (TTP) and prove the ROI of enablement.

Your Responsibilities:

• Team Leadership & Development: Lead mentor and grow a team of Enablement Specialists. Oversee their daily operations manage capacity define their career paths using our Enablement Skills Matrix and conduct ongoing performance reviews.
• Strategic Masterplan Execution: Own and drive the CX Enablement OKRs and Masterplan. Ensure strategic initiatives (like the CX-Wide NEO Core Path Redesign and Role-Specific Curricula) are delivered on time and within scope using formal project management methodologies (PID Gantt).
• Stakeholder Alignment: Act as the strategic partner to CX Directors and Managers across all business lines. Align enablement strategies with their business objectives and manage intake requests via our Jira Service Management workflows.
• Training Impact & ROI Measurement: Shift the focus from basic completion rates to true business outcomes. Implement a robust Time-To-Proficiency (TTP) & ROI Measurement Model to constantly evaluate and correlate training efforts with north star metrics like Upselling revenue TFR agent productivity and CSAT.
• Enablement Infrastructure: Oversee the deployment of the Unified NEO (New Employee Onboarding) and ELEVATE (Continuous Learning) LMS ecosystem. Partner with the Data team to deploy API integrations between the LMS and Datalake to build comprehensive PowerBI Enablement Dashboards.

Your Profile:

• Managerial Experience: Minimum 3 years of proven experience strictly as a Manager leading training enablement or L&D teams preferably in a fast-paced SaaS CX or scale-up environment.
• Strategic Mindset: Deep understanding of how to build high-level learning strategies that directly impact operational KPIs and revenue.
• Project Management: Strong experience managing mid-term projects defining OKRs tracking dependencies and managing team capacity.
• Data-Driven & Analytical: Comfortable working with data teams LMS analytics and BI tools (like PowerBI) to build reporting suites and prove the financial ROI of training.
• Leadership: A humble yet ambitious leader with a proven track record of upskilling direct reports standardizing processes and fostering a high-performance results-oriented culture.

About us

At Factorial were building the leading business management software for companies of all sizes. Our platform centralizes key workflows across HR finance and operations freeing teams from manual processes so they can focus on what really matters: leading growing and taking care of their people.

With over 1200 employees across 7 markets we serve 700000 users and are one of Europes fastest-growing SaaS companies backed by top-tier investors and proudly headquartered in believe in bold goals radical ownership and inclusive collaboration. If youre excited to shape the future of business management technology wed love to meet you.

Our Values

• We own it: We take responsibility for every project. We make decisions not excuses.
• We learn and teach: Were dedicated to learning something new every day and above all share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.
• We believe in diverse talent: We welcome applicants from all backgrounds and strongly encourage people of diverse experiences and identities to apply.
• We believe in inclusion: We are committed to equal opportunities and actively promote workplace inclusion of people with disabilities. If you would like to learn more about our inclusive recruitment processes you are welcome to indicate so optionally and we will share additional information with you.

Perks of being part of our team

We care about people and we also offer a lot of benefits for employees:

• High growth multicultural and friendly environment
• Alan private health insurance
• Healthy life with Wellhub (Gyms pools outdoor classes)
• Save expenses with Cobee
• Language classes
• Breakfast in the office and organic fruit
• Nora discounts
• Free caffeine and theine
• Pet Friendly

Wanna learn more about us Check our website!