Regional Manager, Digital Experience Management

2 days ago

Pasir Panjang, Singapore Samsung Electronics Full time

Position Summary

Role and Responsibilities
- Responsible for conceptualizing, communicating, and executing a regional digital experience strategy from a CS perspective which will require close collaboration with other BUs
- Provide customer insights to improve the customer journey and experience in the Community, Digital app (Samsung Members), and Dotcom support.
- Oversight of Community Moderation for the region, engaging with the community moderators of each Subsidiary to ensure a healthy Community ecosystem, meeting key engagement metrics.
- Support Dotcom & mobile app FAQ contents management, including analysis and proposals to improve Dotcom support experience.
- Lead and collaborate with other departments such as Contact Centre, Service Operations, Marketing and Product teams to improve digital customer experience and support strategic commercial objectives
- Any other ad-hoc projects as assigned by the Head of Customer Experience Management

Skills and Qualifications
- Bachelor's degree in Marketing, Digital Media, or relevant qualifications.
- 5+ years of relevant Community and digital content experience.
- Experience with analytical tools and demonstrate an ability to dive deep into metrics and reporting.
- Ability to adopt a design thinking approach
- Project management experience
- Must understand Google SEO best practices.
- Basic understanding of HTML, CSS and content management systems.
- Proficiency in Adobe Analytics would be a plus.
- Excellent communication skills, both written and oral. liar with analytics tools and content publishing platforms preferred.
- Advance Powerpoint and Excel skills.
- Image editing and video editing experience would be a bonus.
- Passion and curiosity for all things digital and eagerness to learn.

LI-SEAO #LI-MidSenior

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