Hello! 👋

CX Strategy Manager

At Factorial, we are looking for a talented CX Strategy Manager to join our team and play a crucial role in shaping the future of our customer experience. Are you ready to take on this challenge?

The Role

As the CX Strategy Manager, you will be the right-hand person to our VP of Customer Experience. You will be responsible for analysing, developing, and implementing new strategies and cross-functional plans that will enhance our customer experience in the coming months and years.

Do you want to make a tangible impact through your work? In this role, you will lead the project management of initiatives such as the redesign of Factorial’s Customer Journey, the crafting and implementation of new automations for our Longtail department, and numerous other exciting changes currently in development.

Are you data-driven yet inspired by collaborating with a wide range of talented professionals? This role combines analytical and forecasting skills with project management. Your insights, along with your ability to persuade and collaborate with stakeholders across the entire organisation, will be essential in shaping our CX initiatives and driving the business forward.

Responsibilities:

Have a Key Impact on the Strategy:

As the primary Project Manager for CX, you will co-create, co-design, develop, implement, and evaluate the impact of our CX strategies. You will coordinate complex projects that affect multiple teams, ensuring proper planning and execution.

Work Closely with Senior Management:

Reporting directly to our VP of Customer Experience, you will collaborate closely with the management of various CX teams, as well as other senior stakeholders within the company, supporting them in making more informed decisions.

Be a Key Provider of Insights, Analysis, and Reports:

You will identify trends and opportunities, converting them into actionable insights to support strategic decisions. By using these data-driven insights, you will optimise customer interactions and enhance satisfaction and loyalty. Using tools such as SQL, you will extract and analyse customer data, develop reports and dashboards to track key performance indicators (KPIs) and assess CX initiatives. You will also utilise this data to create forecasting models that predict customer trends and measure the organisation’s performance.

Skills and Qualifications:

• Education: Bachelor’s degree in Engineering, Business, or a related field.
• Experience: Minimum of 3 years in business consulting, preferably in customer experience projects, including data analysis, project management and forecasting.
• High Analytical Skills: Ability to analyze data, identify trends, and provide actionable insights.
• Advanced Communication Skills: Excellent verbal and written skills, with the ability to transform complex data into insights that can be communicated.
• Advanced knowledge of Excel/PowerPoint and Google Sheets/Google Slides is a must.
• SQL knowledge is highly desirable, including a good command of SQL for data extraction and reporting.
• Technical Proficiency: Familiarity with CRM systems and experience in data visualization tools (e.g. Power BI) is desirable.
• Language Skills: Proficiency in Spanish and English is a must.
  
  

Perks of Being Part of Our Team:

• Financial Benefits: Save with Cobee and get your salary in advance with Payflow.
• Health and Wellness: Access to a free physiotherapist, Gympass, and Alan private health insurance.
• Learning and Development: Language classes with Yolk Academy, Factorial Language Exchange.
• Discounts: Syra and Nora Real Food discounts.
• Office Perks: Breakfast, organic fruit, free caffeine and theine.
• Work Environment: Flexible schedules, pet-friendly atmosphere, and no dress code.

About Factorial HR: Factorial is a fast-growing HR software startup founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data, and make informed business decisions. Serving thousands of customers in over 60 countries, we’ve built a diverse team of over 900 people across Barcelona, Brazil, Mexico, and the US. With over $80M in funding from top international venture capital firms this year alone, Factorial is a place where innovation thrives.

Interested? If you’re excited about making an impact and shaping the future of customer experience at Factorial, we want to hear from you!

How to Apply:
Submit your resume and a cover letter detailing your relevant experience and qualifications to [application email/website].