Head of Global Customer Enablement

About impact.com
impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products - Performance (affiliate), Creator (influencer), and Advocate (customer referral) - unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands - including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics - rely on impact.com to power more than 350,000 partnerships that deliver measurable business results.

Your Role at impact.com:

The Head of Global Customer Enablement is responsible for defining the strategy, vision, and roadmap for all onboarding and continuous education programs within the Success organization with the ultimate goal of elevating the customer experience and driving measurable growth in our customers’ businesses. 

The leader will oversee the team's portfolio of enablement programs—including learning support, materials development, presentations, ongoing coaching, and product adoption tracking with critical focus in delivering Asguard, AI enablement, Supply Diversification with focus on Creator and planning the Success Growth Summit. 

This person manages and mentors a group of enablement professionals who are responsible for supporting all customer-facing commercial teams (Customer Success, Partnership Development, Onboarding, and Customer Solutions)

What You'll Do:

Strategic Leadership and Vision: Participates with senior management to establish strategic plans and objectives, defining the vision and long-term roadmap for the global Customer Enablement function and ensuring alignment with the company’s commercial goals and growth objectives. 

• Partner with Revenue organization to drive seamless alignment - continuous value creation
• Own decisioning, implementation, and operational effectiveness for Customer organization
• Participate in policy setting and ROE to establish clear boundaries and seamless work
• Interacts with senior management, executives, and/or major customers
• Reconciles multiple stakeholder views to drive business results
• Partner with corporate development to enable strategic endeavors

Strategy Translation and Problem Solving: Works on complex issues where problems are not clearly defined and where fundamental principles do not fully apply. Translates business segment strategy into functional plans and guides execution.

Performance Measurement: Establish key performance indicators (KPIs) and metrics to track the effectiveness and ROI of all enablement programs, reporting on results to executive leadership and adjusting strategies as necessary to drive business outcomes.

Program Oversight and Governance: Govern the entire global portfolio of enablement programs, including new hire onboarding, continuous education, adoption drives, materials development, and ongoing coaching, to ensure consistency, quality, and measurable business impact across all customer-facing teams.

Team Management and Development: Recruit, lead, manage, and mentor a team of enablement professionals, fostering a high-performance culture, and overseeing professional development and performance management for all direct reports.

Budget and Resource Allocation: Manage the department's budget, resources, and technology stack (tools and platforms) to optimally deliver scalable and effective training and eLearning programs globally. Accountable for actions that impact function or multiple department budgets. Ensures budgets and schedules meet corporate requirements.

Cross-Functional Collaboration: Act as the primary enablement liaison to senior leadership in customer-facing teams, Sales, Product, and Marketing to ensure enablement initiatives directly support product launches, revenue targets, and customer experience improvements.

What You Bring:

• Strategic Communication: Exceptional verbal and written communication skills for