Knowledge Lead

Are you passionate about managing and leading knowledge management in a dynamic retail environment, where more than 3300 across 14 countries engage with this on a daily basis. This will be performed from our international headquarters located in Zwaagdijk, the Netherlands. This is an international role with plenty of room for development and growth! Are you ready for Action?

Employee Store Communications

This is your day-to-day activities

It is all about our stores at Action.

As our Knowledge Lead, you are the vital link between International Headquarters and our stores across Europe. Your purpose is to ensure every store colleague can easily find accurate, simple and reliable information to do their job. You own the intranet used by our stores and safeguard the quality, structure and accessibility of all knowledge on it.

You manage and continuously improve the knowledge base in a standardized way across more than 17+ regional intranets. By collaborating closely with departments such as Store Operations, HR, IT and Marketing, you compile, review and optimize documentation, building a strong understanding of our end-to-end business processes. You drive consistency in writing and reviewing procedures, coordinate translations and localization, and ensure content is relevant for every country.

At the same time, you bring improvement to the platform, improve usability, support projects and the Store Communications team whenever needed.

Own and optimise our intranet from a business perspective

• Take full ownership of Anet and all knowledge articles.
• Ensure content is accurate, up-to-date and aligned with brand and operational standards.
• Drive the full content lifecycle: creation, approval, publishing, review and archiving.
• Continuously improve usability, structure, taxonomy and search experience.

Drive content governance and quality

• Establish and enforce content governance across all intranet areas.
• Collaborate with Store Operations, HR, IT, Marketing and other stakeholders to structure information effectively.
• Lead content review cycles to keep information relevant and reliable.

Improve user experience and engagement

• Gather feedback from stores and leadership teams and conduct usability testing.
• Monitor analytics and performance data to identify opportunities for improvement.
• Promote intranet engagement and feature adoption across departments.
• Ensure accessibility and ease of use for Stores.

Support the team and organisation

• Act as backup for the Store Communications Manager when required.
• Coordinate team administration, reporting and shared resources.
• Standardise project approaches, templates and documentation.
• Drive content and platform setup for new countries.

Monitor systems and performance

• Leverage deep knowledge of the CMS and reporting tools.
• Deliver monthly performance reports and KPI insights to IHQ stakeholders.
• Oversee governance reporting and quality standards.
• Ensure all content reflects current store procedures and operational processes.

Meet your team

You will join the Store Operations department, which covers a vast array of disciplines and different functions. The department develops, implements and monitors all key processes within stores through:

• Planning and allocating tasks – Store Management team
• Allocating & monitoring labour for activities – Productivity team
• Dictating stock management activities – Stock Control team
• Ensuring stores have all the consumables they require, have organizational information they require and know how to sustainably deal with waste – Store Support team
• Dictating cash management and checkout activities – Checkout & Payment team
• Plan and co-ordinate project implementation in stores – Project team
• Call centre to support stores and ensure they have a prioritsed line – Action Service desk
• Monitor the execution quality of processes, ensure new joiners are onboarded and ensuring fraud is prevented – Store Control
• Ensure new stores are opened and Action expansion strategy is maintained – Setup team
• Ensure that all communications is funneled in a standard approach and that all information and applications the stores require to perform their tasks is managed well – Store Communication

This makes it a very attractive team to be part of as there is a lot of collaboration, learning opportunities and never a dull moment!

The store operations department is a vital link between the organization and stores, so all activity from all other departments flow through it, this provides additional opportunity to get an end-to-end view of how a multinational corporation operates.

Do you want to be jointly responsible for optimal shopping processes in more than 3300 stores throughout Europe? Then come and join our team!

This is you

As a Knowledge lead, you are an excellent collaborator that is able to influence and guide structure across multiple different disciplines and teams. You know how to communicate complexity in a simple and clear manner with your strong communication skills. You are innovative, organized and driven.

You also like a dynamic environment where no two days are the same. You are independent, you like to tackle things, and you feel at home in an international environment.

• A bachelor or equivalent in or related to communications or knowledge management is essential
• +5 years of relevant work experience in communications or in the store Retail knowledge is an advantage
• Proven experience with intranet or knowledge management systems
• Experienced in writing and editing text in a retail context
• Proficient in Excel and data reporting tools for analysis and KPI tracking.
• Fluent in English, both spoken and written. Dutch in reading minimum required.
• Strong understanding of retail store operations and communication workflows.
• Technically adept and quick to learn new systems and platforms.

What we offer

• 24 paid vacation days (based on 38 hours per week) Travel allowance
• 15% staff discount on Action products
• Extensive range of courses and training at our own Action Academy Flexible working hours
• A job at a dynamic, international organization with plenty of room to grow

How we contribute to society

As a retailer with millions of enthusiastic customers, we take our responsibility for people and the environment. That is why we invest in solutions that reduce the impact on the environment and ensure better production conditions in the countries where we operate and manufacture.