Customer Retention Sales Manager

3 days ago


Pasir Panjang, Singapore Samsung Electronics Full time

Position Summary

Role and Responsibilities
- Lead expansion of the Post Purchase Experience programme, working with various stakeholders including product owners and marketing business units within Singapore subsidiary office
- Identify customer pain points in our customer journey through a data-driven approach, which includes all customer touchpoints from Dotcom, Contact Centres, Service Centres to in-home servicing for all customer segments (B2B and B2C).
- Generate, propose and convince relevant stakeholders on customer retention initiatives
- Ability to understand and articulate advanced CS and commercial concepts to lead projects involving cross-functional teams to take post-purchase customer experience to the next level
- Ability to initiate and drive commercial projects while considering all stakeholders' requirements, lead projects from initiation to final deployment, and analyze results for continuous improvements.
- Oversee the responsibilities of the Assistant Manager, Post-Purchase Experience and Post-Purchase Experience Professional to look after both D2C and B2B customer retention, sales analytics and risk management process.

Skills and Qualifications
- 5~8 years of diverse experiences in Customer Experience Management and Commercial roles. Commercial roles to have revenue-related metrics as part of KPIs.- Strong leadership qualities and ability to adapt and lead cross-functional projects- Ability to establish priorities, multi-task, work independently, communicate and collaborate effectively (online and offline)- Strong ability in Excel and Powerpoint to assist with management reporting and insights generation from data sets
- Passion for customer service
- Strong commercial acumen

LI-SEAO #LI-MidSenior


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