CI Subject Matter Expert

General Purpose of the Job

The Subject Matter Expert is the key point of expertise within the respective FIBS process area (functional area), ensuring operational excellence, process consistency, knowledge continuity, and effective issue resolution.

In addition to providing functional and process expertise, the SME with a Continuous Improvement focus acts as a key change driver within the process area, identifying and managing improvement opportunities and ensuring that improvement initiatives are progressed end-to-end. Working closely with the Continuous Improvement Tower and relevant stakeholders, the SME supports the implementation of sustainable improvements that enhance operational performance, process efficiency, quality and customer experience.

Main Tasks and Responsibilities

• Act as the primary point of expertise for the assigned process area, providing guidance to operational teams, stakeholders and business partners.
• Maintain strong end-to-end process knowledge, including relevant procedures, controls, systems, dependencies and best practices.
• Support the resolution of complex operational issues, escalations and process exceptions, including root-cause analysis and preventive actions.
• Maintain accurate process documentation, standard operating procedures and training materials, while facilitating knowledge sharing and capability development.
• Monitor process performance, service quality, operational risks and recurring issues to identify trends and improvement opportunities.
• Act as a key Continuous Improvement change driver within the process area, proactively identifying, assessing and prioritizing opportunities for process simplification, standardization, quality improvement, efficiency and enhanced customer experience.
• Manage and coordinate Continuous Improvement initiatives within the assigned process area end-to-end, from opportunity identification and problem definition through solution development, implementation, benefit tracking and sustainability.
• Collaborate closely with the Continuous Improvement Tower, Process Owners, operational teams, technology teams and other stakeholders to shape and deliver improvement, automation, digitalization and transformation initiatives.
• Ensure implemented improvements are embedded into daily operations and that expected outcomes and benefits are monitored and sustained over time.

• Strong knowledge of Shared Services operations, service delivery models and end-to-end process execution.
• Good understanding of SLAs, KPIs, operational performance tracking and service quality requirements.
• Experience with ERP and workflow systems relevant to the process area, such as SAP, ServiceNow or similar tools.
• Ability to work with process documentation, standard operating procedures, work instructions and control frameworks.
• Strong analytical skills, including data review, issue identification, root-cause analysis and preparation of operational reports.
• Strong understanding of Continuous Improvement methodologies, process standardization, process simplification, automation opportunities and change implementation.
• Experience in driving or coordinating improvement initiatives across the improvement lifecycle, including implementation, stakeholder management, benefit tracking and sustainability.

• The love of animals is our Fressnapf DNA – if you have a dog, you can bring him/her to work with you
• Unique corporate culture – with us you will experience openness, transparency and appreciation in an innovative, dynamic environment – because we love what we do
• Here you can be YOU, the “you” culture will be used across entire company and across all hierarchical levels
• An extremely successful business model in combination with permanent expansion and high growth, even in uncertain times
• Work-life balance and flexible working hours – with us you have the opportunity use the advantages of mobile working (2-3 days/week in the office)
• Because you deserve it! – Attractive remuneration as well as various additional services and benefits, e.g. employee discounts or cafeteria scheme, are a matter of course for us
• Stay connected! – Cohesion is very important to us: with the employee app or digital
• We Care! – The well-being of our employees is important to us
• Your development is important to us – we support you with a wide range of learning opportunities 

Our team does everything to make the coexistence of humans and animals easier, better and happier: Happier Pets, Happier People This drive has made us Europe's number 1 in the pet supplies business. But we're still bubbling over with ideas and are currently creating a unique pet-related ecosystem that we're using to herald tomorrow's trade. We need you for this: ambitious doers who like to take responsibility - and are keen to create inspiring products and shopping experiences. Ready for first-class prospects with an owner-managed top dog? Welcome to Fressnapf!