Knowledge and Training Manager (m/f/d)

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

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.

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.