Senior Executive, Regional Digital Customer Experience Manager

1 week ago


Singapur, Singapore SAMSUNG Full time

Job Summary

The successful candidate will provide strategic direction and support to teams in Southeast Asia and Oceania, focusing on Samsung Members Community and Google My Business management, online support optimization, and service marketing.

Key Responsibilities

  • Collaborate with Assistant Manager, Regional Digital Customer Experience and Manager, Regional Customer Retention to drive business objectives.
  • Ensure accurate reporting and data analysis to inform business decisions.
  • Oversee Google Business Profile, Community Moderation, and Samsung Members Ambassador program.
  • Engage with community moderators to maintain a healthy community ecosystem.
  • Support Dotcom and Mobile App FAQ content management, including analysis and proposals for improvement.
  • Collaborate with Retention, Contact Centre, Service Operation, and Marketing teams to enhance digital customer experience.
  • Analyze customer inquiries and issues to improve customer self-help.
  • Develop and edit customer service-related content, including FAQs, help articles, and support guides.
  • Manage and update the company's knowledge base through Service Marketing activities.
  • Produce the regional bi-monthly CS newsletter or other engagement materials.
  • Monitor and analyze content performance to identify areas for improvement.

Requirements

  • Bachelor's degree in Marketing, Digital Media, or relevant field.
  • Strong writing, editing, and proofreading skills.
  • Attention to detail and 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.
  • Experience with analytics tools and content publishing platforms.
  • Basic understanding of HTML, CSS, and content management systems.

About Samsung

Samsung Electronics' environmental management philosophy prioritizes contributing to human life while respecting nature. Our goal is to achieve net zero carbon emissions by 2050, reducing Scope 1 and 2 emissions, and maximizing resource circularity across the product lifecycle.



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