Knowledge and Training Manager (m/f/d)

Bonprix S.R.L.; Deutschland; Vor Ort; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

bonprix seeks to strengthen Customer Care Management by building an international Training & Knowledge Management framework that governs processes, drives KPIs, and scales knowledge accessibility across Europe. You will align governance with the goal of improving agent performance and customer satisfaction in a dynamic, matrix organization.

You will explore innovative, AI-driven training solutions, collaborate with teams in France, Germany, Italy and Poland, and shape a strategic framework to

Qualifikationen

• Experience in knowledge and training management across international teams.
• Proven ability to define governance and KPI frameworks.
• Experience with AI-driven training solutions is a plus.
• English proficiency at B2 level or higher.

Aufgaben

• Develop and implement an international Training & Knowledge Management framework.
• Governance, processes and KPIs to improve FCR and customer satisfaction.
• Analyze performance data and optimize agent training and knowledge access.
• Collaborate with France, Germany, Italy and Poland teams.
• Identify innovative training technologies and AI-driven solutions.

Kenntnisse

Strategic thinking

Project management

Knowledge management

Training design

Change management

Intercultural teamwork

Ausbildung

Commercial study

Apprenticeship

Tools

Learning Management System

Process management tools

Jobbeschreibung

You want to contribute ideas, thinkaheadand make a real difference?You’llbe part of an international team that drives fashion and technology with passion – responsibly, creatively and always together. What defines us: the courage to try new paths, openness to different perspectives and a strong drive to make things happen. We work in a connected way and create real impact – for our customers and for a future-ready company.

Your Job

Join Customer Care Management (CCM) as we transform for international customer excellence in a digital world. We need you to implement an international Training & Knowledge Management framework and drive innovation!

Your task

You’ll develop and implement an international Training & Knowledge Management framework, covering governance, processes, and KPIs, adhering to quality standards. You will analyze performance data to optimize FCR and customer satisfaction through better agent performance and training. Transforming local standards into a scalable international approach is crucial, as is monitoring framework adherence and identifying improvement opportunities. Collaboration with various teams is key to align processes and requirements. You will also identify and assess innovative, AI-driven solutions to improve training and knowledge accessibility.

Your Contribution

You will strategically shape international knowledge and training initiatives. Your role involves defining and improving a strategic framework and meeting KPIs. You'll drive optimization, researching and integrating innovations. Ensuring effective oversight of knowledge and training activities will lead to better agent performance, customer satisfaction, and a more efficient global CCM organization.

Your Environment

Customer Care Management is an international matrix organization in which you will work together with colleagues from France, Germany, Italy and Poland.

Your Freedom

If you like flat hierarchies and an international environment, you've come to the right place. We are in the middle of a transformation process that you can help shape

Your Qualifications

bonprix stands for high-performing teams that work together across national borders to shape the success of a European fashion brand. And that's why we're looking for people like you—courageous and passionate about providing the best possible shopping experience for our customers.

Your Education

You have successfully completed a study or an apprenticeship with a commercial focus focus.

Your Experience

Your experience ideally includes a deep understanding of processes related to knowledge & training management and familiarity with various training methodologies and knowledge management tools. You will also be experienced in using common process management and optimization methods. This expertise will be crucial in transforming local standards into a scalable, international approach and in identifying and evaluating innovative solutions to enhance training effectiveness and knowledge accessibility

Your skills:

Your skills include strategic & holistic thinking ability, enabling you to develop and implement a comprehensive international Training & Knowledge Management framework. You possess project management skills to ensure successful execution and delivery of key initiatives. An entrepreneurial mindset, combined with a focus on solution-oriented approaches, will enable you to drive strategic optimization measures and integrate innovations effectively. You also demonstrate strong customer & user focus, and possess English language skills at B2 level.

Your soft skills:

You are well experienced and enjoy working in an intercultural team setup. You thrive to work in a high-paced, sometimes stressful, and changing environment. And you have a strong customer focus.

And: Are you interested in becoming part of an open, tolerant, and diverse corporate culture and making your own contribution to it? Everyone is welcome here! Let us know what you need to reach your full potential with us.