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Knowledge Manager

We have a great opportunity for a Knowledge Manager to join our team based in Widnes or Stafford. As a Knowledge Manager, you will be responsible for leading the Customer Management Centre’s & Customer knowledge strategy across Sainsbury’s Retail, Sainsbury’s Argos and Habitat brands, from definition through to implementation across all teams of circa 3,000 customer facing colleagues.

What you need to do
• Leading CMC & Customer knowledge strategy across Sainsbury’s Retail, Sainsbury’s Argos and Habitat brands, including the design and delivery for the full end to end Lifecyle across Knowledge environment, Knowledge Framework and Knowledge Interventions
• Influencing the knowledge strategy with key stakeholders internally and externally with Sainsbury’s, Sainsbury’s Argos and Habitat brands
• Leading and developing the team of knowledge analysts, administrators & SME network Encourage all colleagues to share knowledge effectively and efficiently to enhance the environment
• Ensure knowledge is relevant, maintained & improved aligned to brand and tone of voice
• Ensure the knowledge eco-system supports a Customer Centric approach, defining measurable impacts
• Define the operating model and ways of working across the knowledge network
• Engaging the wider CMC’s, outsource partners and brands to ensure knowledge adds value to the operational teams and our customers
• Assess knowledge & competence levels and define knowledge interventions
• Supporting change programmes with knowledge design & interventions
• Leading delivery of the next phases (Sainsbury’s knowledge improvements, Argos Customer, Alignment of Argos and Sainsbury’s CMC’s knowledge strategy, Supporting future brands and/or functions that will sit in the Group CMC function)

How I will succeed
• Define development plans, training, feedback and competency assessments to drive team development
• Coach team members and wider SME network to improve competence levels
• Define and refine the CMC knowledge strategy
• Management of the budget
• Engagement of SME functions and colleagues to align with knowledge strategy
• Management and influencing of key stakeholders across the CMC & wider Sainsbury’s and Argos functions
• Define and manage knowledge assessments to determine levels and gaps
• Analysis of data and MI to assess gaps and improvements
• Work with transversal/3rd party suppliers to ensure any solutions are fit for purpose, fully utilised and meet knowledge requirements now and in the future
• Delivering a knowledge environment that drives improvement in CSAT, NPS, reductions in repeats/transfers and AHT, and reduces training and speed to competence for front line colleagues

What I need to know
• Experienced in deploying knowledge strategy
• Strategic thinking, strategy development and implementation
• Experienced change/project delivery
• Strong written and verb communication aligned to brand and tone of voice
• Contact centre experience
• Experienced leader
• Expert facilitation skills
• Strong analytical skills
• Stakeholder management and influence up to Director level
• Commercial acumen
• Research and benchmarking skills

In addition to a competitive salary and an exciting working environment, other benefits include a holiday allowance which starts at 24 days per year (increasing with service), share save scheme, discretionary annual bonus, staff discount in the Argos/Habitat/Sainsbury’s stores and company pension scheme.

Argos is currently leading the way as a multi-channel digital retailer. With over 800 stores, one of the most visited websites in the UK and our Fast Track proposition, Argos currently is at the forefront of the retail world with a market leading proposition. Now Argos is part of Sainsbury’s there has never been a more exciting time to join the business. With so much opportunity now is the time to apply and start your new journey with us.

Apply now