Digital Platform Manager

Position Summary

Why join our team?
This role sits in the CX Innovation team within ECSO (European Customer Satisfaction Office), which is part of the wider European Head Office in Chertsey. The team is responsible for the management, development and alignment of all digital channels and customer touchpoints including .COM/Support, Samsung Community, Samsung Members App, Social Media, and more.
You will have ownership of a lively roadmap of customer-centric digital developments which harness new innovation and drive a best-in-class CX across all our digital platforms.
By working cross-functionally and divisionally between Head office, Europe office and Subsidiaries, this role is pivotal to achieving greater customer satisfaction, encouraging self-service and driving brand loyalty across the customer lifecycle.
You will champion digital development for the department, review data and customer feedback to identify improvement opportunities, collate standard process from local markets and stay on top of industry trends.
It’s a phenomenal opportunity to work with colleagues from across the business and make a big impact to the way customers perceive and experience Samsung Support

Role and Responsibilities

Your key responsibilities

You will be owning an ‘always on’ portfolio of digital development projects, of various size and scope, across individual or multiple channels at any one time.

• Scope business requirements, considerations and dependencies.

• Define objectives, with success measures and return on investment for each project, and lead an agreed set of critical metrics for this workstream.

• Prepare proposal documents, mediate costs, and secure budgets as required.

• Coordinate performance and output for allocated agency resources.

• Collaborate with internal colleagues and third party agencies to design, develop and implement new concepts.

• Deliver projects on time ensuring all quality standards are met.

• Research, coordinate and report on performance using data analytics tools, capturing and sharing insights with relevant partners.

• Develop relationships across the business and keep all partners briefed of project progress via comprehensive and regular communications.

• Highlight potential risks or malfunctions and act proactively to resolve issues.

• Organise or create any handover documentation or training as part of the final results.

• Report on project outcomes, takeaways and successes against initial critical metrics and return on investment simulations.

• Seek opportunities for improvement and suggest new projects for the pipeline

Skills and Qualifications

What we need for this role

To be successful, you will possess the following skills and attributes:

• A completed Bachelor’s degree or equivalent experience.

• Significant experience as a digital project manager, business analyst or similar position in a comparable industry environment.

• Experience using Jira/Confluence or similar ticketing or kanban tools.

• Good knowledge of Agile project management ways of working.

• Experience in handling agency resources and/or scrum teams.

• Understanding web design, SEO, Accessibility and UX standards.

• Confidence using data analytics tools such as Adobe or Google Analytics, with the ability to draw insights and make strategic decisions based on data.

• Solid technical understanding, ideally with experience in CMS system development, API integrations and basic HTML/CSS.

• Experience building collaborative relationships with people at all levels, across multiple functions.

• Proactive and ambitious with a ‘can do’ demeanour.

What does success look like?

• You will need a certain patience and tenacity to navigate the complex platforms and processes at Samsung.

• A natural communicator who can explain complicated technical solutions in simple ways and gain support and agreement from collaborators across the business.

• Success will be predominantly measured via critical metrics such as NPS scores and return on investment, but the performance of the scrum team will also be supervised.

• In the first six months we’ll be looking for someone to have defined a comprehensive roadmap of output, which drive clear results against business goals.

• Ideally, they will have brought in new insights and innovations which champion change.

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