Knowledge and Training Manager
Pubblicato il 25-08-2026 - bonprix in Italia
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
La preghiamo di leggere attentamente la seguente descrizione del lavoro per assicurarsi di essere la persona giusta per questo ruolo prima di candidarsi.
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 kno