At a Glance
- Tasks: Transform knowledge management to support our Customer Service teams and enhance The Knowledge Hub.
- Company: Join M&S, a dynamic and inclusive business focused on exceptional quality and service.
- Benefits: Enjoy a 20% discount, competitive holidays, bonuses, and extensive wellbeing support.
- Other info: Flexible working with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving customer service through innovative knowledge solutions.
- Qualifications: Experience in knowledge management tools and excellent communication skills required.
The predicted salary is between 45000 - 55000 € per year.
We're looking for a proactive and forward thinking Knowledge Manager to transform how knowledge supports our Customer Service teams. You'll own and evolve The Knowledge Hub (TKH) - ensuring colleagues have clear, accessible, and accurate information to deliver exceptional service. Acting as the connector across Activity, Communications, and Knowledge, you'll play a critical role in helping us become the UK's number one Customer Service team. This role can be based in either Chester or London (with regular travel to Chester as required).
What You'll Do
- Own and continuously evolve The Knowledge Hub as the single source of truth, ensuring content is accurate, intuitive, and easy to access.
- Lead the end to end knowledge lifecycle setting standards for content quality, governance, and delivery while ensuring updates land right first time.
- Shape a seamless, joined up approach across Activity, Communications, and Knowledge, ensuring alignment, clarity, and effective planning.
- Use insight and feedback to enhance the knowledge experience, enabling colleagues to resolve customer queries confidently and consistently.
- Drive continuous improvement and future transformation, including exploring AI and new technologies to simplify content and improve usability.
Who You Will Be
- Strong understanding of knowledge management tools and systems, with the ability to assess and optimise how information is structured, accessed and shared.
- Experience in developing and implementing knowledge solutions, including designing and building tools beyond standard platforms such as SharePoint.
- An excellent communicator, able to translate complex information into clear, simple, and actionable content.
- A strong planner and organiser, balancing forward planning with the agility to respond to fast paced, reactive demands.
- Confident in stakeholder management, able to challenge, influence, and align teams across multiple functions.
- A self starter with strong ownership, energy, and a continuous improvement mindset - comfortable leading, making decisions, and driving progress.
What's in it for you
Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us. Here are some of the benefits we offer that make working for M&S just that little bit more special:
- 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
- Competitive holiday entitlement with the potential to buy extra holiday days!
- Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
- A generous Defined Contribution Pension Scheme and Life Assurance.
- A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
- Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
- Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
- Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
- A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
Knowledge Manager employer: Marks and Spencer
At M&S, we pride ourselves on being an inclusive and dynamic employer that values the contributions of every team member. As a Knowledge Manager, you'll play a pivotal role in enhancing our Customer Service teams, supported by a culture of continuous improvement and innovation. With competitive benefits, extensive training opportunities, and a commitment to employee wellbeing, M&S offers a rewarding environment where you can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Knowledge Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at M&S on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Knowledge Manager role.
✨Tip Number 2
Prepare for the interview by understanding The Knowledge Hub inside out. Think about how you can enhance it and be ready to share your ideas. Show us that you’re not just a fit for the role, but that you can take it to the next level!
✨Tip Number 3
Practice your communication skills! As a Knowledge Manager, you'll need to translate complex info into simple content. Try explaining a complicated topic to a friend and see if they get it. If they do, you're on the right track!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining the M&S team!
We think you need these skills to ace Knowledge Manager
Some tips for your application 🫡
Show Your Passion for Knowledge Management:When you're writing your application, let us see your enthusiasm for knowledge management! Share examples of how you've transformed information into something accessible and useful. We love seeing candidates who are genuinely excited about making a difference.
Tailor Your Application:Make sure to customise your application to fit the Knowledge Manager role. Highlight your experience with knowledge management tools and systems, and don’t forget to mention any innovative solutions you've implemented. This helps us see how you can contribute to The Knowledge Hub!
Be Clear and Concise:We appreciate clear communication, so keep your application straightforward. Use simple language to explain your experiences and achievements. Remember, we want to understand your journey without getting lost in jargon or complex sentences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Marks and Spencer
✨Know Your Knowledge Hub
Familiarise yourself with The Knowledge Hub and its current content. Be prepared to discuss how you would enhance its usability and ensure it remains the single source of truth for the Customer Service teams.
✨Showcase Your Communication Skills
As an excellent communicator, you’ll need to demonstrate your ability to simplify complex information. Prepare examples of how you've successfully translated intricate concepts into clear, actionable content in previous roles.
✨Emphasise Continuous Improvement
Highlight your experience with knowledge management tools and your mindset for continuous improvement. Be ready to share specific instances where you've driven change or implemented new technologies to enhance knowledge sharing.
✨Stakeholder Management is Key
Prepare to discuss your approach to stakeholder management. Think of examples where you've influenced or aligned teams across different functions, showcasing your ability to challenge and drive progress effectively.
