Customer Care Knowledge Manager (m/f/d)

Are you passionate about structuring/managing knowledge for customer service teams and online content for customers (self-care strategy)? Would you like to use your expertise to improve customer satisfaction? Does managing projects in an international context inspire you? Are you ready to take on a new challenge as part of a dynamic, innovative and customer-focused team?

Then Hager Group is the place for you!

We're looking for our next Customer Care Knowledge Manager (m/f/d) based in Blieskastel, Obernai or Paris.

Your role

You will join one of the Group Sales & Marketing cross-functional departments, reporting to the Customer Care Manager.

As part of a new position created to support the implementation of a FAQ Web centre and a chat bot for our customers, your main tasks will be/to:

• Organising and structuring knowledge. To do this, your role will be/to : 
  • Defining, creating, structuring, validating, translating and updating knowledge sources/bases
  • Structure and coordinate workflows and define the R&R of the various stakeholders
• Manage content and ensure its continuous improvement. To do this, your role will be to :
  • Identifying customers' content needs, ensuring that the content meets them and is published in the right format
  • Ensure that the "tone of voice" of the content matches the Hager brand's communication strategy with its customers
  • Measure internal and external use of content to ensure continuous improvement
• Build a skills matrix and training programmes for customer service

Your profile

• You have a 5-year degree and at least 3 years' experience in analysing and structuring content, in the field of customer services and customer experience, in an international context.   
• You are recognised for your rigour and your ability to analyse and summarise.
• You are motivated by continuous learning and the search for new solutions, and have a great capacity for adaptation and a taste for hard work.
• Your pragmatism, your ability to collaborate and communicate your ideas enthusiastically and to bring people together will also be appreciated.
• Fluency in English is mandatory.
• Experience of implementing a chatbot would be appreciated.

Our offer 

You can expect a position with responsibility and variety in an international and innovative environment and motivated team. We offer intensive integration, an attractive and fair compensation as well as internal and external training.

Your challenge

Take your future chance and convince us. You can upload your application easily in our Group-wide application management system. Please use the opportunity of the online application, 10 minutes are enough!

We are available in advance for your specific questions.

Join us now!