Product Knowledge Specialist M - F - Bn H/F

ABOUT D-EDGE Have you ever booked a hotel online? Then you've probably used D-EDGE without knowing it. Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike. D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE's ever-expanding ecosystem is a positive place to do business and grow. At D-EDGE we are driven by these 4 key values: We care about people #PEOPLE FIRST We dare to share #OPEN COMMUNICATION We embrace change #ADAPTABILITY We go the extra mile #GO BEYOND THE TEAM The CRM Product Knowledge Specialist coordinates product enablement activities like training, e-learning, and help content to ensure users and internal teams can effectively adopt and use the CRM. This hands-on, collaborative role translates product knowledge into practical resources while focusing on adoption support rather than product strategy or roadmap ownership. The CRM Product Knowledge Specialist will report to the Head of Training during the initial phase, reflecting the immediate priority of CRM training continuity. However, the role is designed as part of the broader Product Knowledge Specialist model and will progressively expand into blended learning, knowledge coordination, release readiness, and product enablement support. WHAT YOU'LL DO Product Knowledge and Domain Understanding - Build and maintain a strong working knowledge of the CRM product, including modules, workflows, user roles, customer use cases, integrations, and release changes. - Stay current on CRM product updates and identify required changes to training, help content, e-learning, and enablement materials. - Develop understanding of hotel CRM users, operational workflows, commercial objectives, and common adoption barriers. - Translate CRM functionality into clear, practical guidance for different audiences. - Escalate complex product questions, unclear scope, or validation needs to the appropriate Product, Knowledge, or management stakeholders. Build and maintain a strong working knowledge of the CRM product, including modules, workflows, user roles, customer use cases, integrations, and release changes. Stay current on CRM product updates and identify required changes to training, help content, e-learning, and enablement materials. Develop understanding of hotel CRM users, operational workflows, commercial objectives, and common adoption barriers. Translate CRM functionality into clear, practical guidance for different audiences. Escalate complex product questions, unclear scope, or validation needs to the appropriate Product, Knowledge, or management stakeholders. Training and Learning Support - Deliver clear, structured, and engaging CRM training sessions for internal and external audiences. - Adapt training delivery to learner needs while maintaining product accuracy and training standards. - Contribute to CRM learning paths, objectives, practical scenarios, exercises, and assessments in collaboration with Training, E-learning, Knowledge, and Product stakeholders. - Support the development and improvement of CRM onboarding, product training, certification, and adoption-focused learning experiences. - Help ensure that CRM learning materials support practical application in real user workflows, not only feature awareness. Deliver clear, structured, and engaging CRM training sessions for internal and external audiences. Adapt training delivery to learner needs while maintaining product accuracy and training standards. Contribute to CRM learning paths, objectives, practical scenarios, exercises, and assessments in collaboration with Training, E-learning, Knowledge, and Product stakeholders. Support the development and improvement of CRM onboarding, product training, certification, and adoption-focused learning experiences. Help ensure that CRM learning materials support practical application in real user workflows, not only feature awareness. E-learning Development - Create, update, and improve CRM e-learning content, including scripts, modules, assessments, exercises, and supporting assets. - Repurpose existing CRM training and product knowledge into scalable digital learning formats. - Ensure CRM e-learning content is accurate, structured, learner-friendly, and aligned with defined learning goals. - Review learner feedback, stakeholder input, and available performance data to identify opportunities for improvement. - Coordinate validation of CRM e-learning content with relevant subject matter experts. Create, update, and improve CRM e-learning content, including scripts, modules, assessments, exercises, and supporting assets. Repurpose existing CRM training and product knowledge into scalable digital learning formats. Ensure CRM e-learning content is accurate, structured, learner-friendly, and aligned with defined learning goals. Review learner feedback, stakeholder input, and available performance data to identify opportunities for improvement. Coordinate validation of CRM e-learning content with relevant subject matter experts. Help Content and Knowledge Support - Create and maintain CRM help content that is clear, accurate, structured, searchable, and easy to use. - Update CRM articles and supporting materials based on product changes, support trends, user questions, and stakeholder feedback. - Identify content gaps, duplication, inconsistencies, outdated information, and broken knowledge journeys. - Contribute to improvements in CRM content structure, terminology, and findability. - Support the connection between help content, training materials, e-learning, release guidance, in-app guidance, and support feedback as part of the broader CRM knowledge ecosystem. Create and maintain CRM help content that is clear, accurate, structured, searchable, and easy to use. Update CRM articles and supporting materials based on product changes, support trends, user questions, and stakeholder feedback. Identify content gaps, duplication, inconsistencies, outdated information, and broken knowledge journeys. Contribute to improvements in CRM content structure, terminology, and findability. Support the connection between help content, training materials, e-learning, release guidance, in-app guidance, and support feedback as part of the broader CRM knowledge ecosystem. Release Readiness and Adoption Support - Track CRM releases and product changes that may impact users, internal teams, or enablement materials. - Support release readiness by identifying required updates to help content, training materials, e-learning, quick guides, and internal enablement assets. - Create or contribute to CRM release explanations, internal briefings, client-facing learning assets, quick guides, and adoption support materials. - Help internal teams understand CRM changes and communicate them clearly to customers. - Capture recurring user questions, training issues, support trends, and adoption blockers, and share structured feedback with relevant teams. Track CRM releases and product changes that may impact users, internal teams, or enablement materials. Support release readiness by identifying required updates to help content, training materials, e-learning, quick guides, and internal enablement assets. Create or contribute to CRM release explanations, internal briefings, client-facing learning assets, quick guides, and adoption support materials. Help internal teams understand CRM changes and communicate them clearly to customers. Capture recurring user questions, training issues, support trends, and adoption blockers, and share structured feedback with relevant teams. Cross-functional Collaboration - Work closely wi