The posting
⚡ 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.
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.
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.
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.
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.
Cross-functional Collaboration
- Work closely with Product Managers, Support, Customer Success, Sales, Product Marketing, Trainers, Writers, and E-learning Specialists to ensure CRM knowledge is accurate, consistent, and actionable.
- Coordinate content and training validation with product and subject matter experts.
- Communicate clearly across different audiences, adapting tone, depth, and format for clients, technical users, commercial teams, support teams, and internal stakeholders.
- Build credibility as a reliable contributor to CRM knowledge and enablement.
- Provide structured recommendations when issues, gaps, or opportunities for improvement are identified.
Planning, Standards, and Quality
- Manage assigned CRM enablement deliverables across training, e-learning, help content, release support, and adoption materials.
- Plan and prioritise work within agreed scope, standards, timelines, and team priorities.
- Apply existing team standards for learning design, help content, terminology, release readiness, and AI-supported workflows.
- Contribute feedback to improve CRM-specific templates, standards, and practices where needed.
- Use AI responsibly to support drafting, summarising, repurposing, translation, scenario creation, and content review while remaining fully accountable for accuracy, structure, and final quality.
- Make day-to-day decisions within agreed standards, priorities, and scope.
- Escalate when scope, quality, timelines, validation, stakeholder alignment, or business impact require management input.
Growth Path
This role is designed to provide a development path toward broader CRM enablement ownership. As the CRM Product Knowledge Specialist gains product expertise, stakeholder trust, and delivery maturity, the role may expand to include:
- Greater ownership of CRM learning paths and enablement strategy.
- Increased responsibility for CRM content structure and knowledge ecosystem improvements.
- Broader coordination of CRM release readiness across training, help content, e-learning, and adoption materials.
- Stronger contribution to adoption measurement and prioritisation.
- More active involvement in defining CRM-specific standards, templates, and governance practices.
- Development into a senior CRM enablement, product knowledge, customer education, or product adoption role.
🦸♂️🦸♀️WHO YOU ARE
- Proficiency in mastering complex software products and translating technical features into user-centric, business-oriented guidance.
- Proven expertise in developing diverse enablement assets, including help documentation, e-learning, and training materials.
- Strong communication and facilitation skills, with an aptitude for adapting tone and format to diverse audiences (technical, commercial, and client-facing).
- Organisational skills, with a track record of managing competing priorities and maintaining high-quality standards.
- Analytical mindset, adept at leveraging data and user feedback to drive continuous improvement.
- Technical agility, including the ability to leverage emerging tools and AI responsibly to optimise workflows while ensuring output accuracy.
- Strong interpersonal and professional judgment, demonstrating effective cross-functional collaboration and decisive escalation management.
- Fluent in both English and French, with the ability to deliver training and create content in both languages.
🍰 THE ICING ON THE CAKE
- Experience in one of the following areas: product training, technical writing, e-learning, customer education, product enablement, knowledge management, SaaS customer support, or product support.
- Experience with CRM, hospitality technology, SaaS products, or customer-facing software.
- Experience creating blended learning experiences that combine live training, e-learning, help content, and practical exercises.
- Experience working with Product Managers, Support, Customer Success, Sales, Product Marketing, Training, Knowledge, or E-learning teams.
💜 WHY YOU WILL LOVE US
By joining us, you’ll find more than just a job — you'll discover a stimulating environment, a committed team, and a culture driven by innovation :
🤝 A caring and inclusive culture : respect, transparency, and autonomy every day. 🚀 A strong product vision powered by dedicated R&D. 🌱 A real commitment to responsibility 🌐 An international work environment : 45 nationalities, offices in 20+ countries. 📈 Genuine growth opportunities : Internal mobility, ongoing training, and tailored career paths.
Explore our Culture Book today and see if D-EDGE is the right fit for your career aspirations!
D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.
RECRUITMENT PROCESS :
1. Phone interview with our Talent Acquisition Manager 2. First interview with Stephen, your future manager 3. Second Interview with Stephen & Amy, your future N+2, to present a business case
