Knowledge Management Lead - Global Customer Care

Knowledge Management Lead - Global Customer Care

Nilfisk is a leading global player within development, production, distribution and sales of professional cleaning equipment. We are represented in more than 40 countries and have sales in more than 100 countries. We are currently on a strategic growth journey from a product-oriented manufacturing company to a customer-driven global solution partner. 

Become our Knowledge Management Lead for Global Customer Care

As our new Knowledge Management Lead in Global Customer Care, you will be part of our Global Customer Excellence team, with members such as Lead business and reporting analysts, Global SAP Superuser, Technology & Process lead, Senior Lean Manager, Service Excellence Manager who provide support and drive changes within Order to Cash (and related) process globally with the ultimate goal to enhance our Customer Experience.

This role reports to the Senior Lean Manager within the Global Customer Excellence team. The position is based primarily in Budapest and can be partially remote.

As a Global Customer Care Knowledge Management Lead as a fully new position within Nilfisk your clear end goal is to support that Customer Care colleagues are empowered and enabled to provide Excellent Customer Experience.

You will be responsible for:

• Framework Development: You’ll create and execute starton the framework for capturing, organizing, and sharing knowledge within the Global Customer Care organization.

• Collaboration: Working closely with local Customer Care and cross-functional teams, you’ll foster collaboration and promote a continuous improvement mentality.

• Global Standards: You’ll maintain global standards and procedures, ensuring consistency across the Global Customer Care organization.

• Process Improvement: You’ll lead efforts to improve processes related to knowledge management, ensuring alignment with industry best practices and regulatory expectations.

• Quality Management: As part of the quality management system (QMS), you’ll contribute to Nilfisk’s commitment to growth and sustainability.

Knowledge management Lead - with strong Customer Focus

As a Knowledge Management Lead for Global Customer Care at Nilfisk, you have 5+ years experience within the field of knowledge management, have a university degree.

You’ll need a combination of technical and soft skills and main activities:

• Knowledge Management (KM): Proficiency in designing and implementing KM strategies, framework including content creation/co-ordination, organization, and follow-up.

• Content Management Systems (CMS): Familiarity with CMS platforms for storing and managing knowledge articles, FAQs, and documentation.

• Data Analytics: Ability to analyze data related to knowledge usage, effectiveness, and gaps.

• Change Management: Skill in driving cultural change and adoption of KM practices across the organization. Build trust and inspire individual and team learning development. Follow up process changes, potential new skills requirements due to newly imlemented projects.

• Collaboration and Communication: Excellent communication skills to work with cross-functional teams, stakeholders, and end-users. Help removing obstacles that prevent continuous learning. Works closely with SME (Subject Matter Expert) community and global L&D team as well as the Global Quality team

• Problem-Solving: Adept at identifying knowledge gaps and finding solutions to improve knowledge sharing.

• Continuous Learning: Stay updated on industry trends, best practices, and emerging technologies in KM.

Remember, adaptability and a customer-centric mindset are crucial for success in this role.

Preferred Qualifications :

• Business related degree

• Minimum 5 years of work experience within the Knowledge Management field

• Experience in Order to Cash processes is an advantage

• Experience, knowledge in Lean management is an advantage

• Experience with SAP and Salesforce systems is an advantage

Why should you choose Nilfisk?

At Nilfisk, we know that amazing people make amazing companies. You will join a company culture with a lot of freedom and trust, and where we have a growth mindset. At Nilfisk, it’s OK to make mistakes, as long as you learn from them. Further, we want you to question ideas and speak your mind, so we can, together, find the best solutions. If you are ready for this, we would be keen to hear from you.

• Being part of a dyna