Global Training & Knowledge Manager — AI-Driven

bonprix; Łódź; On-site; PLN 120,000 - 180,000; Full time

Job summary

bonprix is seeking an experienced professional to lead international Training and Knowledge Management within our Customer Care Management team. You will develop governance, processes and KPIs and drive scalable cross-border initiatives across Europe.

You will analyse performance data to improve FCR and customer satisfaction through better agent training. Collaboration with teams in France, Germany, Italy and Poland is essential to align standards and identify AI-driven training solutions.

Qualifications

• Experience in knowledge & training management and familiarity with training methodologies and knowledge management tools.
• Experience with process management and optimization methods.
• Transforming local standards into a scalable international approach.
• Identifying and evaluating innovative solutions to enhance training effectiveness and knowledge accessibility.

Responsibilities

• Develop and implement an international Training & Knowledge Management framework with governance, processes and KPIs.
• Analyse performance data to improve FCR and customer satisfaction via better agent training.
• Collaborate with cross-functional teams to align processes and requirements; monitor framework adherence.
• Identify and assess AI-driven solutions to improve training and knowledge accessibility.
• Shape international knowledge and training initiatives and meet KPIs; drive optimization.

Skills

Strategic thinking

Project management

Entrepreneurial mindset

Solution oriented

Customer focus

English (B2)

Education

Commercial studies or apprenticeship

Job description

bonprix is seeking an experienced professional to lead international Training and Knowledge Management within our Customer Care Management team. You will develop governance, processes and KPIs and drive scalable cross-border initiatives across Europe.

You will analyse performance data to improve FCR and customer satisfaction through better agent training. Collaboration with teams in France, Germany, Italy and Poland is essential to align standards and identify AI-driven training solutions.