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Senior Executive, Regional Digital Customer Experience Specialist
2 months ago
Job Summary
The Senior Executive, Regional Digital Customer Experience will provide management direction, support, and guidance to teams in SE Asia & Oceania, focusing on Samsung Members Community & Google My Business management and moderation, Online Support optimization, and Service Marketing.
Key Responsibilities
- Collaborate with Assistant Manager, Regional Digital Customer Experience and Manager, Regional Customer Retention to achieve strategic objectives.
- Ensure accurate reporting requirements and provide oversight of Google Business Profile, Community Moderation, and Samsung Members Ambassador program.
- Engage with community moderators to maintain a healthy community ecosystem and meet key engagement metrics.
- Support Dotcom & Mobile App FAQ contents management, including analysis and proposals to improve Dotcom support experience.
- Collaborate with Retention, Contact Centre, Service Operation, and Marketing teams to enhance digital customer experience and support strategic commercial objectives.
- Analyze customer service teams to enhance customer self-help in digital experience.
- Create and edit customer service-related content, including FAQs, help articles, and support guides.
- Assist in managing and updating the company's knowledge base by developing and executing Service Marketing activities.
- Produce the regional bi-monthly CS newsletter or other forms of engagement and communications.
- Monitor and analyze content performance to identify areas for improvement and stay up-to-date with industry trends and best practices.
Requirements
- Bachelor's degree in Marketing, Digital Media, or relevant qualifications.
- Strong writing, editing, and proofreading skills.
- Attention to detail and a commitment to quality.
- 3+ years of relevant Community and digital content experience.
- Proficient in Microsoft Office and Excel.
- Excellent communication skills, both written and oral.
- Highly experienced with analytics tools and content publishing platforms.
- Experienced in Photoshop and/or other relevant image editing software.
- Experienced in website optimization (SEO, UI/UX).
- Basic understanding of HTML, CSS, and content management systems.
- Passion and curiosity for all things digital and eagerness to learn.
About Samsung
Samsung Electronics' environmental management philosophy is rooted in 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.
