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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** We are available in advance for your specific questions. Join us now
