Job Description

Position Summary

This role reports to the Head of Customer Experience which is a group under the Regional Customer Satisfaction Team. The 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 the Samsung Members digital app and loyalty platform, Community management and moderation, Samsung.com/support contents quality, availability and production, to improve customer digital experience, engagement and build customer loyalty.

Role and Responsibilities

• Responsible for conceptualizing, communicating, and executing a regional digital experience strategy from a CS perspective which will require close collaboration with other BUs
• Provide customer insights to improve the customer journey and experience in the Community, Digital app (Samsung Members), and Dotcom support.
• 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.
• Lead and collaborate with other departments such as Contact Centre, Service Operations, Marketing and Product teams to improve digital customer experience and support strategic commercial objectives
• Any other ad-hoc projects as assigned by the Head of Customer Experience Management

• Bachelor\'s degree in Marketing, Digital Media, or relevant qualifications.
• 5+ years of relevant Community and digital content experience.
• Experience with analytical tools and demonstrate an ability to dive deep into metrics and reporting.
• Ability to adopt a design thinking approach
• Project management experience
• Must understand Google SEO best practices.
• Basic understanding of HTML, CSS and content management systems.
• Proficiency in Adobe Analytics would be a plus.
• Excellent communication skills, both written and oral. liar with analytics tools and content publishing platforms preferred.
• Advance Powerpoint and Excel skills.
• Image editing and video editing experience would be a bonus.
• Passion and curiosity for all things digital and eagerness to learn.

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Samsung