Knowledge Management / Taxonomy Expert (CRM Content)

Role Purpose

As the Knowledge Management / Taxonomy Expert, you will design and maintain the frameworks that make CRM content personalized, localized, and automated at scale. By creating structured taxonomies, reusable content systems, and accessible knowledge bases, you will empower CRM teams worldwide to deliver consistent, high-performing, and compliant campaigns.

Key Responsibilities

• Content Taxonomy Structure
• Build and maintain a comprehensive taxonomy of tags, categories, and metadata to organize CRM content.
• Ensure taxonomy supports personalization, localization, compliance, and efficient content retrieval.
• Knowledge Base Governance
• Develop and manage a global knowledge base containing campaign templates, localization guidelines, and content best practices.
• Standardize content workflows to ensure scalability and efficiency across regions.
• Data Performance Alignment
• Collaborate with BI and analytics teams to ensure content is tagged for performance tracking and reporting.
• Use insights to refine taxonomy, identify content gaps, and improve campaign effectiveness.
• Personalization Journey Mapping
• Support personalization initiatives by mapping content assets to player journeys, audience segments, and campaign triggers.
• Enable scalable customization without compromising consistency.
• Collaboration Accessibility
• Ensure global and local CRM teams can easily find, reuse, and adapt content assets.
• Partner with automation and tech teams to integrate taxonomy into CRM platforms and tools.

Requirements

• Experience in knowledge management, taxonomy design, or content operations (CRM or marketing preferred).
• Strong understanding of metadata, tagging systems, and content governance.
• Familiarity with CRM tools, campaign automation platforms, and data-driven marketing.
• Excellent organizational skills and ability to balance detail with scalability.
• Collaborative mindset with experience working across marketing, data, and tech teams.

Why This Role Matters

This role is the engine behind content at scale: you’ll ensure that every CRM message, whether global or local, is easy to find, adapt, measure, and personalize. By building the structures and systems that underpin CRM operations, you’ll enable teams worldwide to focus on creativity and impact, while ensuring consistency, compliance, and efficiency.