Knowledge & Learning Manager

As Knowledge and Learning Manager, you lead a team of dedicated professionals to drive digital transformation, foster innovation and promote continuous improvement within retail operations. You collaborate closely with operational management and the change management team to ensure alignment and success. Additionally, you oversee the design and execution of training programs and knowledge development for our external contact center partners.

Your Daily Job

• Develop and implement the knowledge and learning strategy and roadmap for the retail department. Your work aligns with the Retail & B2B vision and ambition while driving digital transformation and innovation.
• Build strong relationships with key stakeholders across departments (senior management, IT, HR, etc.) and external partners. Your initiatives ensure company-wide alignment with knowledge and learning strategies.
• Stay ahead of trends and integrate best practices in knowledge and learning, embedding emerging technologies like artificial intelligence and large language models into processes and systems.
• Manage the knowledge and learning team’s budget and resources, ensuring efficient and impactful project delivery.
• Identify and address the knowledge and learning needs of retail operations staff, covering billing, collections, customer care and both front and back office teams.
• Oversee the design and delivery of functional training programs for retail operations staff and external contact centers. From induction to compliance and skills development, you ensure programs are high-quality, relevant, and effective.
• Coordinate with change management teams to engage and prepare retail teams for upcoming changes, ensuring smooth transitions.
• Lad the continuous improvement of knowledge systems and tools. This includes procedures, instructions, databases, and their integration with intranet and extranet platforms, keeping everything secure, accessible, and up-to-date.
• Ensure knowledge documentation is structured, maintained and easily accessible through digital communication and collaboration tools.
• Mentor and develop the knowledge and learning team, fostering innovation, future-ready skills and a culture of continuous learning.
• Promote a culture of knowledge sharing and collaboration across retail teams.

Your Profile

• Master’s degree in management, education or an equivalent field.
• Bring at least 5 years of experience in managing and leading knowledge and learning teams or projects, ideally in the utility or retail sector.
• Passionate about knowledge and learning and thrive on continuous improvement, with a strong focus on digitalization and innovation.
• Skilled in knowledge management, learning and development, and adult education principles and methods.
• Excel at leading, motivating, and developing a team of learning professionals.
• Strong communicator with exceptional presentation and interpersonal skills.
• Expertise in budget and project management and can balance multiple priorities in a fast-paced environment.
• Proficient in using a range of knowledge and learning tools and have a keen interest in emerging technologies like AI and large language models.
• Adopt a Customer First mindset and approach challenges with a solution-driven attitude.
• Fluent in Dutch, French and English.
   

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