Knowledge Analyst (Ecommerce)

TL;DR

Knowledge Analyst (Ecommerce): Defining, creating, and maintaining knowledge content for Customer Care operations with an accent on strategic content publication and brand alignment. Focus on analyzing the effectiveness of knowledge management tools and integrating AI capabilities to improve customer outcomes.

Location: Hybrid in Liverpool, England, United Kingdom

Company

hirify.global is the team behind the digital retailer Very, dedicated to helping families get more out of life.

What you will do

• Create, maintain, and publish knowledge content aligned with strategic plans and brand guidelines.
• Support the Knowledge Manager in leading the Customer Care and knowledge strategy.
• Measure and analyze the effectiveness of the knowledge management tool to increase product adoption.
• Conduct external research and benchmarking to continuously improve the knowledge product.
• Act as a brand ambassador for knowledge management across the business.

Requirements

• Crucial experience in copywriting or working within a knowledge management environment.
• Ability to analyze data and develop informative, engaging content.
• Strong attention to detail and a naturally proactive approach.
• Experience in a contact center environment is highly valuable.
• Must be able to work in a hybrid model based in Liverpool.

Culture & Benefits

• Flexible, hybrid working model.
• 23 days holiday plus bank holidays.
• Udemy learning access for professional development.
• Performance and business-related bonus potential.
• Up to 25% discount on Very.co.uk.
• Matched pension up to 6%.

Hiring process

• Short introductory call with the talent acquisition team.
• CV review by the hiring manager.
• One-hour formal face-to-face interview featuring competency and technical questions.