Hello! 👋

CX Strategy Manager

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

The Role

As the CX Strategy Manager, you will be the right hand of our VP of Customer Experience, and therefore you will be driving the analysis, development and implementation of new strategies and cross-functional plans that will boost our customer experience in the following months and years.

Do you feel the need to have a real impact? In this role you will be responsible for the project management of initiatives such as the redesign of Factorials’ Customer Path, the new automations’ design and implementation for our Longtail Account Management department and tons of other interesting changes that are in the making.

Are you data-driven but also motivated by working with lots of different and bright professionals? This role blends analytical expertise and forecasting skills (using Excel, Google Sheets and SQL) and project management (including writing memos in Google docs and designing compelling presentations in Google Slides), as well as communication skills. Your insights skills will be crucial in shaping our CX initiatives and driving business impact.

In summary, in this role you will:

• Have a key impact on the strategy: Co-create, co-design, develop, implement and evaluate the impact of our CX Strategies
• Work closely with senior management: being a direct report of our VP of Customer Experience, you will work directly with the management of all our CX teams as well as other senior stakeholders throughout the entire Factorial organization, providing them with analysis, insights and recommendations
• Be a key provider of insights: You will Identify trends, opportunities and convert them to actionable insights to support strategic decisions, and use these data-driven insights to optimize customer interactions and improve satisfaction and loyalty.
• Create Analysis and Reporting: Using tools such as SQL you will extract and analyze customer data, develop detailed reports and dashboards to track KPIs and assess CX initiatives, or use it for crafting forecasting models to predict customer trends and measure our organization’s performance
• Be the main CX Project Manager: You will have to manage complex projects, impacting several teams, and implying the crafting and day-to-day management of several spreadsheets, including advanced functions and charts for strategic planning.
  

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 in a simple way.
• 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].