Senior Wallet Consumer Engagement Manager

Position Summary

Join one of the largest consumer electronics businesses in the world and be at the forefront of our business services strategy.
The European Telecommunications Office (ETO) Services team is responsible for developing and deploying new customer propositions across the EU region. With a dynamic scope and a varied remit, our involvement spans proposition creation, content and services strategic direction, and consumer engagement.
As part of the Samsung Wallet team, you will play a key role in driving consumer engagement for one of our largest growth product areas. The role offers you the opportunity to work across departments including finance, mobile, legal, and marketing, and with our Wallet partners to enable experiences that delight and retain our Wallet customers while driving daily and monthly active usage (DAU and MAU) across Europe!
We are seeking a dynamic Wallet Consumer Engagement Manager to create and implement engagement strategies for Samsung Wallet. The successful candidate will handle a full regional engagement plan across 20 markets, drive EU-wide promotions, share new feature "how-tos" for awareness, and develop comprehensive engagement plans. This role requires a top-tier professional with experience in driving consumer engagement programs and growing active usage in similar businesses.
This is an incredible opportunity to work across all of Samsung’s European businesses and, through consumer-oriented engagement leadership, shape the future of Samsung Wallet globally.

Role and Responsibilities

Engagement Strategy:

• Develop and implement a comprehensive engagement strategy to drive Daily Active Usage and Monthly Active Usage of Samsung Wallet across 20 EU markets.
• Build and handle a full regional engagement plan, including EU-wide promotions and campaigns to boost user engagement.
• Develop "how-to" content and tutorials to raise awareness of new features and drive usage.

Consumer Engagement Programs:

• Design & implement consumer engagement programs that delight & retain Samsung Wallet users.
• Utilise data and analytics to identify engagement opportunities and optimise strategies.
• Implement standard processes and methodologies from similar programs to improve engagement across multiple markets.

Promotions and Campaigns:

• Plan and handle EU-wide promotions to increase Wallet usage and user interaction.
• Collaborate with marketing, partner and product teams to ensure cohesive and impactful campaign execution.
• Monitor and analyse the effectiveness of promotions and adjust strategies accordingly.
• Performance Tracking and Reporting:
• Establish robust tracking and reporting mechanisms to measure the effectiveness of engagement strategies.
• Provide regular updates to senior management on DAU and MAU metrics, market trends, and critical initiatives.
• Utilise advanced analytics to derive insights and make data-driven recommendations for engagement optimisation.

Partner Engagement:

• Engage with senior partners across finance, legal, marketing, and product teams to ensure alignment and support for engagement initiatives.
• Advocate for user-centric engagement opportunities and drive prioritisation across the organisation.
• Lead cross-functional teams in the execution of engagement strategies, ensuring alignment across all business units.

Collaboration with Local Teams:

• Work closely with local Wallet and marketing teams to identify and share standard processes.
• Influence local engagement activities by providing insights and strategic guidance.
• Foster a collaborative environment to ensure alignment and successful implementation of engagement initiatives across markets.

CRM Platform Utilisation:

• Leverage CRM-based platforms to drive targeted engagement campaigns.
• Use CRM tools to analyse customer data and personalise engagement strategies.
• Ensure robust CRM processes are in place to track and improve user interactions and engagement metrics.

Innovation and Improvement:

• Continuously identify and implement new engagement opportunities and growth sectors within the digital wallet space.
• Champion and advocate for new features and functionality to support user engagement and retention.

Skills and Qualifications

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

• Proven track record in driving consumer engagement programs within the fintech, digital payments, or app-based services industry.
• Deep understanding of user engagement strategies, promotional activities, and market expansion tactics.
• Experience in creating and scaling engagement programs from concept to execution.
• Strong analytical and problem-solving skills with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the capacity to influence and collaborate across all levels of the organisation.
• Confirmed ability to work with local teams to identify standard processes and influence local engagement activities.
• Experience with CRM-based platforms and demonstrating CRM tools to drive engagement.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for Samsung products, content, and services.
• This role provides a unique opportunity to influence the growth and success of Samsung Wallet, driving user engagement and innovation across the European market.

What does success look like?

• European global leadership in Wallet Consumer engagement and programme management
• Confirmed ability to develop and implement successful engagement strategies that drive significant increases in DAU and MAU.
• Strong analytical skills to interpret data and market trends, and translate them into actionable engagement plans.
• Demonstrated success in increasing user engagement and retention through innovative engagement programs.
• Effective management of engagement targets and performance metrics, with the ability to adapt strategies to achieve desired outcomes

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week
• Bonus scheme linked to individual, team and company performance
• Car allowance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for certain types of statutory leave such as Samsung Family Leave or Sick Leave policies but may be eligible for statutory payments via their agency

A note on equal opportunities

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.

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