Position Summary

Why join our team?

At Samsung, we are looking to grow direct to consumer (DTC) for both support and sales. In this constantly evolving market, digital is a key opportunity to grow loyalty across the Samsung business. With this in mind, the need to drive greater volume of end users into the Samsung support funnel is more important than ever before!

Once in the support funnel the customer journey will need to be reflective of our mission…..”Maximise every customer interaction to deliver lifelong customer loyalty”.

The role will be an integral part of a wider CX digital team underpinning and enhancing the overall customer journey for end users seeking support for their Samsung products or services regardless of point of contact, Channel or DTC.

As a specialist you will help to drive awareness of our Customer Experience (CX) offerings and content through digital search channels to ensure Samsung.com is always first when it comes to receiving support for our products i.e. Learn | Repair | Contact. You will be a core part of the team demonstrating to internal CX collaborators that Digital Customer Experience is critical to the success of support with our end users, be they; consumer, business or channel throughout the whole product or service lifecycle. You will work across local, European, HQ and partner teams to strengthen and ensure CX support propositions are front and centre of the digital Customer Journey.

Role and Responsibilities

Please note this role is a 6 Month Contract

Your key responsibilities

• Support the development of a long-term digital strategy including tactics for incremental growth

• Optimise support pages across i.e. Learn | Repair | Contact via customer feedback and insights alongside operational critical metrics/data

• Analyse insights and provide regular and ad-hoc reports on aspects of SEO including; the audience, intent, traffic, views, clicks, rankings, etc.

• Collaborate with the CX Marketing & Comms Team to provide standard methodology and drive customer volume to the correct destinations. Assisting with tracking outward communications to dotcom

• Stay up to date regarding search engine optimisation, UX and online journey design standards/trends

• Managing agency workflow, roadmap and resourcing to deliver CX projects on time

• Collaborating with HQ and ECSO for dotcom improvement opportunities

• Identify current weaknesses and gaps across ‘support’ within the Samsung.com domain

• Maintain and grow close working relationships to support the overall success of CX while aligning with the overall digital strategy of SEUK i.e. greater DTC for both support and sales.

What we need for this role

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

• Knowledge of web analytics tools e.g. Clicktale, Google Analytics, etc.

• Undertaking direct and non-direct competitor research

• Outstanding written as well as verbal communication skills to support both presentation and copy writing requirements

• Digitally fluent in UX design and build including website architecture

• Knowledge of Social Media Marketing is a requirement

• Strong background in marketing aftersales and in life support propositions i.e. insurance, repair, ex-warranty, customer support

• Knowledge of Content Management System (CMS) functionality

• Basic publishing skills via CMS and AEM

• Ability to work on project management platforms e.g. Jira

• Great with data analytics to provide insight alongside the ability to present key data to a wide audience

What does success look like?

You will bring to life the Digital Strategy and make Digital support our culture, understanding and promoting the CX digital strategy to the wider Samsung business including HQ teams to ensure that core messages and objectives are aligned between teams.

You will work across Samsung UK and Ireland adopting the ‘One Samsung’ and ‘Closer’ as a team approach to ensure consistent delivery across the whole customer journey, acting as the primary ‘go to’ for the CX team to share feedback and VOC on search/intent terms and results.

You will nurture relationships with partner agencies and support the CX - Digital and Customer Journey Manager with: Web development – front and back end, UX front end design, Digital trends and future technologies, QA & UAT testing and deliver on specific activities and tasks attributed to wider CX projects that require digital enablement.

How will success be measured?

• Increase conversion rate of current and future traffic

• Grow volume of digital only resolutions via dotcom support

• Balance volume/% of Digital led Vs Agent led support

• Cost reduction across all channels

• Measuring on-page performance following on-site updates e.g. ABC tests

• Grow and maintain key performance indicators such as:

• Customer Effort Score (CES)

• Net Promoter Score (NPS)

• Conversion (qty and £)

• Bounce rate %

• Customer Satisfaction (C-Sat)

• Right First Time(RFT)

• KPIs across whole customer journey (on-line & off line)

The interview process

2 stage interview

• Stage 1: Initial interview, competency questions with Line Manager and CX Senior Team member

• State 2: Presentation and Q&A with Line Manager and CX Senior Team member

Skills and Qualifications

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

• 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

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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