Senior Executive, Regional Digital Customer Experience

4 months ago

Singapur, Singapore SAMSUNG Full time

Position Summary

The candidate’s primary focus is to provide management direction, support and guidance to teams in SE Asia & Oceania, in the areas of Samsung Members Community & Google My Business management and moderation, Online Support optimization, and Service Marketing.

Role and Responsibilities

Responsibilities and Key Roles:

Work collaboratively with Assistant Manager, Regional Digital Customer Experience and Manager, Regional Customer Retention Support and maintain required reporting requirements with accuracy Oversight of Google Business Profile, Community Moderation, and Samsung Members Ambassador program Engage 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. Collaborate with Retention, Contact Centre, Service Operation, and Marketing teams to improve digital customer experience and support strategic commercial objectives. Analyse 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 but not limited to digital content creation (digital banners, videos, images), 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

Skills and Qualifications

·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.

Previous experience in content creation in the area of customer experience is a plus

Samsung Electronics’ environmental management philosophy derives from our core purpose of contributing to human life, with respect for nature. Our 2050 goal of net zero carbon emissions entails a reduction of Scope 1 and 2 emissions, making our products more energy-efficient, and maximizing resource circularity across the product lifecycle. To discover more, please visit our newsroom: Samsung Electronics Announces New Environmental Strategy – Samsung Global Newsroom

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