Job Description

Position SummaryThe candidate\xe2\x80\x99s primary focus is to provide management direction, support and guidance to teams in SE Asia & Oceania for digital support channels, which includes Samsung.com/support, Samsung Members app & Community, and Google Business Profile (Service Centres), to improve customer digital experience journey and overall NPS.Role and Responsibilities

• Reports to Manager, Regional Digital Experience & Customer Retention
• Responsible for conceptualizing, communicating, and executing a regional digital experience strategy from a CS perspective which will require close collaboration with other BUs
• Propose and lead initiatives to enhance customer digital self-help experience
• Oversight of Community Moderation for the region, engaging with the community moderators of each Subsidiary to ensure a healthy Community ecosystem, meeting key engagement metrics.
• Support Dotcom & mobile app FAQ contents management, including analysis and proposals to improve Dotcom support experience.
• Create and edit customer service-related content, including FAQs, help articles, support guides, and newsletters.
• Lead and collaborate with other departments such as Contact Centre, Service Operations, Marketing and Product teams in digital transformation initiatives to improve digital customer experience and support strategic commercial objectives
• Oversight of Google Business Profile (Service Centres), Community Moderation, and Samsung Members Ambassador program
• Lead and implement Service Marketing strategies, including hands on approach to digital content creation (digital banners, videos, images), assets amplification, and digital content library maintenance
• Monitor and analyze content performance to identify areas for improvement, and stay up-to-date with industry trends and best practices in content creation and SEO.

Any other ad-hoc projects as assigned by the Head of Customer Experience ManagementSkills and Qualifications\xc2\xb7 Bachelor\'s degree or relevant qualifications.\xc2\xb7 Passion and curiosity for all things digital and eagerness to learn.\xc2\xb7 3+ years of relevant Community and digital content experience.\xc2\xb7 Proficient in Microsoft Office and Excel.\xc2\xb7 Highly experienced with analytics tools (Adobe Analytics, Google Analytics) and content publishing platforms preferred (Adobe Experience Manager).\xc2\xb7 Experienced in Photoshop and/or other relevant image editing software. Experienced in Graphics/Video editing is an added advantage.\xc2\xb7 Experienced in website optimization (SEO, UI/UX).\xc2\xb7 Basic understanding of HTML, CSS and content management systems.\xc2\xb7 Previous experience in content creation in the area of customer experience is a plus.\xc2\xb7 Excellent communication skills, both written and oral.\xc2\xb7 Attention to detail and a commitment to quality.Samsung Electronics\xe2\x80\x99 environmental management philosophy derives from our core purpose of contributing to human life, with respect for nature. Our 2050 goal of net zero carbon emissions entails a reduction of Scope 1 and 2 emissions, making our products more energy-efficient, and maximizing resource circularity across the product lifecycle. To discover more, please visit our newsroom:

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