Head Of Cx Latam

Factorial; Xico; Presencial; MXN 1,434,000 - 1,973,000; Jornada completa

Descripción de la vacante

A fast-growing SaaS company is seeking a Head of CX LATAM to lead and scale the customer experience team, focusing on retention and expansion in the LATAM region. This role involves recruiting team members, developing data-driven strategies, and collaborating with cross-functional teams. The ideal candidate has a proven track record in CX leadership, strong commercial skills, and is fluent in Spanish with excellent English abilities. Join us in a dynamic and innovative environment to shape business management technology.

Servicios

Dynamic work environment

Direct impact on company revenue

Collaboration with innovative teams

Formación

• Proven experience in CX leadership, ideally in a SaaS or subscription-based business.
• Strong commercial skills, focusing on retention, expansion, and upselling.
• Experience in leading and scaling teams in different time zones.

Responsabilidades

• Lead and scale CX LATAM team for high performance and engagement.
• Recruit and onboard new team members ensuring talent development.
• Drive customer retention and expansion reducing churn across LATAM portfolio.

Conocimientos

CX leadership

Commercial skills

Team scaling

Data-driven mindset

Stakeholder management

Fluent Spanish

Excellent English communication

Descripción del empleo

Hi!

Factorial is seeking an energetic and motivated Head of CX LATAM. You will be joining a dynamic team in the fastest growing domain at our Barcelona office, and will be a crucial player in achieving our ambitious customer acquisition and revenue growth objectives.

Key Responsibilities

• Lead and scale CX LATAM team, ensuring high performance and customer engagement.
• Recruit and onboard new team members, driving excellence in hiring and talent development.
• Drive customer retention and expansion, ensuring long-term satisfaction and reducing churn in the entire portfolio of clients in LATAM
• Own the business strategy, ensuring revenue growth and retention while leveraging automation and scalable processes.
• Develop and execute data-driven CX strategies, ensuring optimised customer engagement, upselling, and renewals.
• Collaborate with cross-functional teams (Sales, Product, Marketing, Support amongst others) to enhance customer experience and ensure seamless communication flows and processes.
• Monitor KPIs and continuously optimise team performance, leveraging automation and process improvements.
• Ensure that the team is kept up to date with all the updates happening in HQ and that the working culture and methodology is the same.

Requirements

• Proven experience in CX leadership, ideally in a SaaS or subscription-based business.
• Strong commercial skills, with a focus on retention, expansion, and upselling.
• Experience in leading and scaling teams.
• Ability to work closely with teams in different time zones
• Data-driven mindset, with a structured approach to decision-making and strategy execution.
• Strong stakeholder management and collaboration skills.
• Experience in an international, fast-paced environment is a plus.
• Fluent Spanish speaker, with excellent English communication skills.

Why Join Factorial?

• Be part of a fast-growing company revolutionising SMBs segment.
• Lead and shape a strategic business segment with a direct impact on company revenue, reporting directly to the VP of Customer Experience.
• Work in a highly dynamic, innovative, and collaborative environment.

About us

At Factorial, we're 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 1,200 employees across 7 markets, we serve 700,000+ users and are one of Europe's fastest-growing SaaS companies, backed by top-tier investors and proudly headquartered in Barcelona.

We believe in bold goals, radical ownership, and inclusive collaboration.

If you're excited to shape the future of business management technology, we'd love to meet you.

Our Values

• We own it: We take responsibility for every project.
• We make decisions, not excuses.
• We learn and teach: We're 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.

Wanna learn more about us?

Check our website!