Customer Experience Senior Marketing & Communications Manager - 12 month Contract

Position Summary

Why Join our Team?
Samsung is an internationally renowned organisation and ranks amongst the leading global technology organisations. Our Company philosophy is to devote its talent and technology to creating superior products and services that contribute to a better global society. We believe in placing high value in our people and technologies to underpin our success.
The Customer Experience (CX) team in Samsung UK is responsible for all aspects of support across all products across Consumer Customers and Business Clients. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure.
In CX we help customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.
Our support is provided through self-help Online digital support tools, through Agent led contact centre channels, and through a network of engineer resources on the high street, in customers’ homes and through a network of central repair centres.
Being part of the CX team for Samsung provides the exciting opportunity to engage with all aspects of customer support throughout the company to drive brand loyalty and thus organisational success and growth
Role Summary:
The Customer Experience Senior Marketing plays a critical role in driving CX marketing strategy and activations to enhance Samsung’s customer experiences across all touchpoints and product categories for Samsung UK and Ireland.
The role will manage a Marketing Executive improve Samsung Customer Support’s customer engagement and overall performance. The role requires experience in marketing strategy, connecting with key partners and campaign performance analysis, with an ability to make iterative improvements to campaigns, and connect the right team members to deliver and monitor impactful changes to the end to end customer journey.
This role requires a deep understanding of customer needs and behaviour, as well as a strong grasp of marketing principles, with a ‘digital first’ approach. The individual will work closely with cross-functional teams across Europe, HQ and locally, including Product, Commercial, Marketing, Legal, PR, Channel, Customer Journey, Digital, Operations and Insights teams to build and amplify Samsung’s Customer Experience programmes and activities that drive engagement, loyalty, and customer retention

Role and Responsibilities

Your Key Responsibilities

• Lead the development and execution of marketing strategies and activities for Samsung Customer Experience team

• Lead regular marketing reviews with senior leadership team to provide recommendations and strategic direction

• Work with CX Insights and Analytics team to track and measure marketing performance, making data-driven decisions to optimise activities and business goals

• Lead and drive the creation of engaging content and marketing materials that resonate with customers and effectively communicate Samsung Customer Support propositions

• Collaborate with cross-functional teams including Customer Support, PR, Legal, Product divisions and Corporate Marketing to ensure consistent and effective messaging and brand identity across all customer touchpoints, for both proactive and reactive communications

• Govern and develop content and copy for marketing messaging across multiple channels including Email, SMS, Digital (Samsung.com), Samsung Members, Samsung Community, Social Media, Contact Centre agent scripting, Chatbot, Authorised Service Centre briefing etc. to support Customer Experience objectives

• Work with PR team to write and submit Customer Experience award entries that are persuasive, well-structured and tailored to award criteria. Leverage award wins and recognition to enhance Samsung’s reputation and credibility as a customer-centric organisation

• Own and manage agency and vendor relationships to ensure that all marketing projects are run effectively, within budget and in line with overall business objectives

• Secure necessary funding and budget approvals for marketing activations through effective partner management and persuasive financial justifications

Management of one Marketing professional, ensuring their professional development, providing guidance, and fostering a collaborative working environment across the CX division

Skills and Qualifications

What we need for this role

• proven experience in marketing, campaigns, communications, or brand management, preferably in a Customer Experience or Support context

• Experience in customer data analytics and campaign performance measurement

• Strong critical thinking, analytical and problem-solving skills

• Excellent project management skills with ability to balance competing priorities and timelines

• Strong leadership and collaboration skills, with the ability to partner effectively with internal colleagues and external partners across multiple departments and functions

• Excellent communication, story-telling and presentation skills, with an ability to convey complex insights to both technical and non-technical partners

• Experience managing a team of marketers, designers, analysts, or other creative and analytical professionals, in direct or agency capacity

• Passion for innovation and emerging trends in technology, insights, marketing, sustainability and customer experience

What does success look like?

• Devise and deliver Marketing Activity Calendar, in line with budget and strategic expectations, collaborating with wider CX teams to incorporate their projects and deliverables

Supporting the delivery and optimisation of core behaviours and metrics:

• Net Promoter Score (NPS)

• Customer Satisfaction (C-SAT)

• Customer Effort Score (CES)

• Value Enhancement Score (VES)

• Digital Volume Growth

• Right First Time (RFT)

• Brand awareness, familiarity, consideration and advocacy

• CRM Metrics – Click Through Rate (CTR), Open Rate (OR), Unsubscribe Rate (USub)

• Win Awards & Accreditations

Characteristics

• High attention to detail

• Great people manager and motivator

• Solutions orientated and data-driven

• Strong on process and compliance governance management

• Confident and effective communicator

• Diligent operator that is able to work under pressure, at pace

• Ability to work autonomously as well as within a team

• Ability to present key data in story-telling to a wide audience

• Strong opinions

Benefits of working here at Samsung include:

• Hybrid working (3 days office & 2 days at home)
• Bonus Scheme
• Pension contribution
• 3 x volunteering days each year
• Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!
• Access to staff sales discounts on a wide range of Samsung products
• Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

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