The Supply Chain Excellence department provides guidance, services and digital tools to producers and companies, enabling them to join our programs, achieve certification, monitor progress, trade and make sustainability claims, and generally manage their supply chains and responsible sourcing relationships

The team is structured across five pillars, accountable for the consolidation and alignment of strategic programmatic direction (concept owners); the design process and overall architecture; change project program management; development; and customer success support. These teams work closely together, and with key internal and external stakeholders, to deliver our concept strategies.

As the Senior Knowledge Management Officer structure and utilize the company’s knowledge assets to contribute to the overall Customer Experience. You ensure the future ambitions for knowledge management are aligned with best practice and included in the concept strategies within Partnership Management.

Responsibilities:

• Owns the central internal knowledge base that supports our consistent and timely response to inquiries, contributing to the overall Customer Experience;
• Ensures that the future ambitions for the knowledge base system are aligned with best practice, and included in the concept strategies within Partnership Management;
• Ensures that this is set up in a manner to facilitate:
• Consistent messaging and responses to our external partners, regardless of the point of entry (Customer Success, Markets Transformation, Certification Partner Support etc);
• One stop shop for front line staff to find the most up to date answers, and use them to respond to questions (also reducing the time required to craft bespoke responses);
• Guiding users towards the correct answers (via decision logic / trees etc)
• The critical assessment, and evolution of standard question & answers towards automated responses as far as possible
• Clear version control and updates processes
• Identification of trends, and problem areas that triggers the process for training, and/or concept level requirement improvements