Senior Sales Enablement Manager - Employee Experience

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. 

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent. 

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity? 

Intercom's Global GTM Organization is rapidly evolving, and the GTM Enablement team is expanding to support. Our mission is to empower Intercom employees with compelling experiences, deep knowledge, and essential career development skills that drive meaningful engagement and long-term success.

As a Senior Sales Enablement Manager, Employee Experience Enablement, based in Dublin, Ireland, you will be responsible for co-designing and delivering our global onboarding and career progression programs. You’ll collaborate closely with our AMER Senior Sales Enablement Manager, leadership across our GTM organization, and HR business partners to create a holistic global employee experience that drives growth from onboarding through career development. This role will include building strategic programs that support onboarding, leadership development, and performance management, ensuring employees have the right resources and support at every stage of their career journey.

What will I be doing? 

Reporting to the Senior Director of Global Sales Enablement, you will own and drive Intercom’s employee experience enablement activities and programs in EMEA. You’ll be responsible for:

Onboarding:

• Co-designing, executing, and facilitating comprehensive onboarding programs to help new hires ramp quickly and effectively into their roles.
• Coordinating onboarding schedules to ensure a seamless and engaging experience for all new hires.
• Creating and maintaining foundational resources, including playbooks, training materials, and toolkits, to support onboarding programs worldwide.

Leadership Development:

• Developing engaging leadership development programming that equips managers with the skills and confidence to lead high-performing teams.
• Partnering with HR business partners to build great performance management guidance, career ladders, and bridge programs that facilitate career growth and leadership development.
• Aligning global onboarding and employee experience priorities while focusing on content development that meets the unique needs of employees across regions.

Career Progression:

• Developing role-specific career progression tracks that support internal mobility, such as BDR to AE transitions or CSM to Manager pathways.
• Collaborating with Product Marketing, Sales Leadership, and HR to ensure all materials reflect current product positioning, messaging, and evolving career development strategies.
• Establishing processes to ensure core content is standardized and easily adaptable for regional use while maintaining a unified employee experience.
• Monitoring program feedback and effectiveness, refining materials to improve time-to-productivity, engagement, and career satisfaction.

What skills do I need? 

• 5+ years in a Sales Enablement, Learning & Development, HR, or a related role in a SaaS organization
• Experience in delivering training both in-person and remotely
• Experience in designing self-paced learning interventions
• The ability to work cross-functionally and with senior leadership
• Strong project management skills, with the ability to manage multiple priorities and deliver high-quality work on time
• An intuitive sense for taking complex or large bodies of information and delivering the right information at the right time
• Working knowledge of sales process, employee engagement strategies, and success criteria
• Analytical mindset with the ability to measure and report on the effectiveness of training and career programs
• Excellent communication (verbal, written, and presentation) and interpersonal skills; positive, flexible attitude
• Group facilitation skills; running workshops, role plays, and hands-on learning activities
• Ability and willingness to learn and develop new skills
• Highly organized, great attention to detail, and deadline-driven
• Successful experience in deal coaching and career coaching

Bonus skills & attributes 

• Experience at a high-growth SaaS company
• A background or certification in leadership development frameworks
• Experience using Salesforce.com, Outreach, 6Sense, Gong
• Worked in a globally distributed team

Benefits 

We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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