Regional Digital Customer Experience Manager
1 week ago
Job Summary
We are seeking a highly skilled and experienced Senior Executive to lead our Regional Digital Customer Experience team in SE Asia & Oceania. The ideal candidate will have a strong background in community management, digital content creation, and customer experience optimization.
Key Responsibilities
- Provide strategic direction and guidance to teams in SE Asia & Oceania on Samsung Members Community & Google My Business management and moderation, Online Support optimization, and Service Marketing.
- Collaborate with Assistant Manager, Regional Digital Customer Experience and Manager, Regional Customer Retention to achieve business objectives.
- Oversee Google Business Profile, Community Moderation, and Samsung Members Ambassador program.
- Engage with community moderators to ensure 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 improve digital customer experience and support strategic commercial objectives.
- Analyze customer service teams on common customer inquiries and issues 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.
Samsung Electronics is committed to reducing its environmental impact and making its products more energy-efficient. Our goal is to achieve net zero carbon emissions by 2050. To learn more, please visit our newsroom.
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