Senior Executive, Regional Digital Customer Experience Manager

5 days ago

Singapur, Singapore SAMSUNG Full time

Job Summary

The Senior Executive, Regional Digital Customer Experience will provide strategic direction and leadership to teams in Southeast Asia and Oceania, focusing on Samsung Members Community and 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 business objectives.
  • Develop and maintain required reporting requirements with accuracy.
  • Oversight of Google Business Profile, Community Moderation, and Samsung Members Ambassador program.
  • Engage with community moderators of each subsidiary to ensure a healthy community ecosystem, meeting key engagement metrics.
  • Support Dotcom and 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 with 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, including digital content creation, assets amplification, and digital content library maintenance.
  • Responsible for producing 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 in content creation and SEO.
  • Any other ad-hoc projects as assigned by the Head of Customer Experience Management.

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 (Adobe Analytics, Google Analytics) and content publishing platforms preferred (Adobe Experience Manager).
  • Experienced in Photoshop and/or other relevant image editing software. Experienced in Graphics/Video editing is an added advantage.
  • 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.

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