Knowledge and Training Manager (m/f/d)

bonprix; Hamburg; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

A European fashion brand in Hamburg seeks an individual for Customer Care Management. The role involves developing and implementing a comprehensive Training & Knowledge Management framework. Responsibilities include optimizing customer satisfaction, analyzing performance data, and driving innovations in training methodologies. Candidates should possess strong project management skills, strategic thinking, and a commercial education background. An entrepreneurial mindset and customer focus are key to success in this fast-paced environment.

Qualifikationen

• Experience with knowledge & training management processes is preferred.
• Familiarity with various training methodologies and knowledge management tools is required.
• Experience in process management and optimization methods is beneficial.

Aufgaben

• Develop and implement an international Training & Knowledge Management framework.
• Analyze performance data to optimize customer satisfaction.
• Identify AI-driven solutions to improve training and knowledge accessibility.
• Identify and evaluate innovative AI-driven solutions to enhance training accessibility.

Kenntnisse

Strategic thinking

Project management

Solution-oriented approach

Customer focus

English (B2)

Ausbildung

Commercial study or apprenticeship

Tools

Knowledge management tools

Jobbeschreibung

You want to contribute ideas, think ahead and make a real difference? You’ll be 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.