Position Summary Why join our team? At Samsung Electronics Europe, you will be part of a dynamic and innovative environment where your ideas will shape the future of technology and digital transformation. As a globally recognised leader in electronics and innovation, we are on a journey to deliver premium personalised experiences to our consumers across our multi-touchpoint ecosystem! Join us in building a sustainable D2C growth model that focuses on developing a unified D2C value proposition to deliver a personalised, meaningful, premium experience to Samsung consumers across a multi-touchpoint ecosystem (website, e-store, social, email, device, app, chat, media) to drive continuous business growth. This is a unique opportunity to lead ground breaking initiatives, collaborate with top tier professionals, and advance your career in a culture of excellence, creativity, and inclusion! Role and Responsibilities Your key responsibilities As Customer Strategy Lead you will lead the European Customer Marketing Strategy for D2C across paid, owned and organic channels, defining the Samsung customer journey. You will develop new propositions & innovations to increase contribution to sales and drive customer value. You will develop customer-centric, data-driven, Omni-channel programmes (across CRM email, push, app, .com, paid media and social) to support customer growth, sales, retention and engagement objectives demonstrating the usage of machine learning and customer propensity models. Working in partnership with the Head of CRM Operations, Head of Digital Media, Head of Data & Technology and other Channel Experts (.com / Social and more), your team will direct the business on the development and implementation of customer-led marketing standard processes to enhance DTC growth, in collaboration with European and Suwon teams, EU subsidiaries and agency partners (including VML, Starcom and Cheil). You’ll be accountable for leading innovative marketing programmes to drive best in class, industry leading initiatives to drive customer growth. You will be the primary point of contact for senior collaborators across the subsidiaries in Europe and HQ for Digital Marketing strategy to ensure alignment with core European business goals. You’ll have accountability for the implementation of new programmes and adoption across local markets to create a more connected customer experience across all channels. By doing so, you’ll deliver significant change and growth to ensure customers continue to want to buy from the Samsung brand and expand customers’ eco-system ownership to drive long-term value to the business. Business Objectives: Priority 1: Drive Direct to Consumer Growth Priority 2: Improve customer engagement Your Goals: Lead marketing initiatives to: Drive DTC Growth through .com sales, revenue, x-sales and retention Drive customer engagement through channel and Samsung eco-system interactions (Email, push, SmartThings, Members etc) Retain customers by creating relevant post purchase experiences using dynamic personalisation Cross-sell to existing customers through relevant messaging within lifecycle Key Responsibilities: Strategic leadership: Initiate, lead, and deliver a customer-focused European Digital Marketing Strategy & Roadmap to address market challenges across owned, paid, and organic channels Lead innovation by applying Samsung MarTech capabilities and exploring new technical and data-driven approaches, developing arguments to secure marketing investment for piloting and scaling across Europe. Develop and launch GTM strategies for new customer product launches and propositions for DTC, working closely with senior leaders across EO marketing teams and EU subsidiaries Drive the strategic alignment of CRM, post purchase and customer programmes across Europe to achieve core European business goals Champion experimentation and a growth mind-set across our European subsidiaries Stakeholder Management: Work closely with the European Office Directors and their teams to capture requirements to enhance Digital Marketing requirements and strategy Collaborate with the subs (Directors, Heads of) to align business priorities and develop strategies and arguments to support Primary point of contact for HQ and EU subsidiaries for European Digital Marketing and Customer Strategy Demonstrate a high level of communication capabilities by seeking and providing clarity, managing internal and client expectations and priorities, delivering a consistent strategic message, collaboration and working cross-culturally on a regular basis Work with the wider digital marketing team, other marketing Centre of Excellence teams and third party agencies to develop quality, engaging digital strategies and toolkits Supplier / Project Management: Work within a multi-vendor framework, including the VML, Starcom, Cheil, Artefact and specialist delivery partners (e.g. SDSE) Engage and co-ordinate with multiple parts of the business (Marketing, .com, Brand, Product Divisions, HQ, Content & Services, etc) and partner agencies to help define short and long term strategy What we need for this role To be successful, you will possess the following skills and attributes: Significant expertise in Customer and Digital Marketing and of customer data-driven strategies Strong experience within Owned and Digital channels Adept at operating at both a Strategic level at the same time as driving action Ability to lead teams with a “can do” attitude to ensure your team delivers at all times Customer-focused, with the ability to drive business growth through the development and implementation of customer-focussed marketing strategies Passionate about launching and scaling marketing tech and innovations with experience in building arguments to gain business investment Integrated Campaign Management tool experience; working knowledge of Adobe Marketing Cloud, especially Adobe Campaign & Adobe Audience Manager Implemented European-wide data-driven, multi-touchpoint marketing plans across digital channels to drive growth Skilled in managing teams, leading multicultural groups, giving strategic feedback, achieving results, mentoring to build high-performing teams Proven track record of driving significant business transformation & change in dynamic and complex environments Ability to thrive under a fast, pressured environment with conflicting priorities and changing direction Analytical with strong attention to detail Creative and Flexible approach to working Passion for technology and a strong understanding of the sector What does success look like? Improve D2C customer experience through cross-channel personalisation using the Adobe MarTech stack to integrate customer treatments across CRM, .COM and Shop App to drive D2C conversion rates of 10% Build customer loyalty through segmented propositions to drive retention and value to the D2C base delivering 5% increase in reactivation rates in VIP segment Improve D2C customer experience through MarTech innovation by launching pilots to test new innovations to drive improved customer engagement Improve D2C capabilities through knowledge sharing, collaboration and external learning. Demonstrate expertise in personalisation and customer acquisition and retention strategies by creating value-adding inputs to team strategies and plans to drive D2C ambitions The interview process There will be two interviews. The first will be with the direct line manager (Head of Customer Strategy) and team peer. It will be held on Microsoft Teams and involve going through the candidate’s CV and experience and asking probing questions. The second interview will be with the direct line manager and Director of DTC Marketing and held face-to-face in our office in Chertsey, Surrey. It will involve competency based questions focussing on our Leadership Competencies of; Preparing for the Future, Achieving Excellence and Self-Management. Skills and Qualifications Benefits of working at Samsung include Hybrid working – 3 days in the office and 2 days at home per week Bonus scheme linked to individual, team and company performance Car allowance Pension contribution Three volunteering days each year Holiday - 25 days plus bank holidays and an additional day off for your birthday Access to discounts on a wide range of Samsung products Access to a discount shopping portal Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need A note on equal opportunities We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. 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