Knowledge and Training Manager (m/f/d)

Bonprix S.R.L.; Italia; On-site; EUR 55,000 - 85,000; Full time

Job summary

Bonprix S.R.L. in Italy seeks an international Training & Knowledge Management leader to design and implement a global framework that governs training, knowledge access, and performance KPIs.

You will translate local standards into scalable processes, drive improvements in agent performance and FCR, and align programs across France, Germany, Italy and Poland. Collaboration with cross-functional teams and adoption of AI-driven learning solutions are key.

Qualifications

• You have completed a study or apprenticeship with a commercial focus.
• Experience with knowledge & training management processes and various training methodologies.
• Experience in using process management and optimization methods to transform local standards into scalable international approaches.
• Strong strategic, project management, and customer focus with English at B2 level.

Responsibilities

• Develop and implement an international Training & Knowledge Management framework covering governance, processes, and KPIs.
• Analyze performance data to optimize FCR and customer satisfaction through better agent training.
• Transform local standards into scalable international approaches and monitor framework adherence.
• Collaborate with teams in France, Germany, Italy and Poland to align processes and requirements.
• Identify and assess AI-driven solutions to improve training accessibility.

Skills

Strategic thinking

Holistic thinking

Project management

Entrepreneurial mindset

Solution-oriented

Customer focus

User focus

English B2

Education

Commercial focus education/apprenticeship

Tools

Knowledge management tools

Job description

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 Job

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.

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

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 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.

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.