Hi there! Thanks for stopping by 👋
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!
We’re looking for a Customer Experience Enablement Manager to join our Enablement team. As a Customer Experience (CX) Enablement Manager, you will be leading the design, development, implementation and measurement of training initiatives for both new hires (onboarding) and current team members (ongoing) in the Customers Organisation (with a key focus on the the Expansion Team, consisting of 50+ Account Managers ), ensuring they are equipped with the skills and certifications needed to deliver outstanding customer experiences. This role offers a unique opportunity to impact our customers by enhancing the capabilities of our internal front-line teams.
** Please note, we are open to this role being in Amsterdam, Ghent, Germany, Paris or London**
Our Joint Mission
Lightspeed powers the businesses that are the backbone of the global economy.
Our one-stop commerce platform transforms and unifies digital and physical operations by enabling multichannel sales, expansion to new locations, global payments, financial solutions and connection to supplier networks. With the Lightspeed commerce platform, merchants in retail and hospitality can build thriving businesses for the future.
We're passionate about enabling people to do their best work. We dream big and we're looking for people who do the same. With us, career milestones happen often and we celebrate every one. Come work with us and find out where your career will take you at Lightspeed!
Purpose of the role
Part of the revenue [GTM] Enablement Team , reporting to Director, Revenue Enablement & Sales Engineering, in this role you will be leading the design, development, implementation and measurement of training initiatives for both new hires (onboarding) and current team members (ongoing) in the Customers Organisation ( with a key focus on the the Expansion Team, consisting of 50+ Account Managers ), ensuring they are equipped with the skills and certifications needed to deliver outstanding customer experiences. This role offers a unique opportunity to impact our customers by enhancing the capabilities of our internal front-line teams.
What you will be doing...
- Execute New Hire Training Programs: Lead onboarding training to ensure new hires in the Customers Organisation, with a key focus on the Expansion Team (consisting of 50+ Account Managers) are fully prepared to pass role-specific certifications and begin delivering value quickly. Training programs cover the competencies, skills and processes required to succeed in the roles.
- Develop and Maintain Tailored Training Programs: Create both live and self-paced training modules, incorporating diverse learning methods such as online tests, role-playing exercises, and job simulations.
- Deliver Up-skilling Programs: Conduct bootcamps, cohort-based and individual training to certify existing team members on updated standards and certifications, ensuring all staff are aligned with current and evolving best practices.
- Facilitate Group and Individual Training: Engage new and current team members with group sessions, workshops, and one-on-one coaching sessions, adjusting for different learning styles and needs.
- Track Training Effectiveness: Monitor training impact by measuring knowledge retention, certification success rates, and real-world application, continually refining programs for optimal results. Prepare and present monthly reports on new hire onboarding progress and other training initiatives
- Collaborate Cross-Functionally: Partner with subject matter experts, functional leaders, and other stakeholders to ensure training content is relevant and aligned with organisational goals.
- Continuously Improve Training Programs: Gather feedback and implement enhancements to training modules, keeping content fresh, engaging, and impactful for both new hires and existing team members.
What you will need to bring..
- Proven [3+] experience in a training, coaching, or learning and development role, ideally within a Customer Experience or Customer-facing environment.
- Strong familiarity with onboarding and upskilling programs, including cohort-based and bootcamp training models.
- Experience developing and delivering various training formats, from live workshops to self-paced online courses.
- Demonstrated ability to track training effectiveness and make data-driven adjustments.
- Excellent communication skills with the ability to engage learners of all levels.
What will help you rock this role...
- Customer-Centric: Deep understanding of customer-focused roles and their impact on the customer journey.
- Engaging Facilitator: Skilled at creating an interactive, positive learning environment that motivates and inspires.
- Adaptable and Flexible: Able to pivot training methods and content to meet the evolving needs of a dynamic organisation.
- Tech-Savvy: Comfortable with using learning management systems (LMS) and digital tools to create, deliver, and track training programs.
- Analytical Mindset: Able to assess and measure training outcomes, driving continuous improvement.
We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... Hit the ‘Apply’ button and give it a try!
Explore Career GPS and search by role name for detailed insights into the position and its career path within the department. Keep in mind that the job description/summary and required skills may vary slightly based on the team’s current needs.
To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.
Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.
Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.
Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
