Position Summary
Why join our team?
This opportunity sits in one of the teams closest to our customers. The ECSO (European Customer Satisfaction Office) role within the Samsung European Office is to look at end to end customer support experience and journey to understand key improvement and optimisation area and try and address them, to ensure customers get the best customer support and offer we can provide in order to maximise customer satisfaction, retention and loyalty while contributing new product or service purchase opportunity throughout the support.
Within ECSO, The Customer Care Part has several areas of focus, these being Customer Retention, Customer Insights, VOC (Voice of Customer) and Customer Contact (Contact Centre) operation and management.
As a team we look at customer feedback and see where we can improve and optimise our processes and engagement to delight customers, whenever possible during the product and service lifecycle and beyond including End of Life stage.
We are a dynamic team that prides itself on innovative ways of improving the quality of Customer Care in a fast paced and often challenging environment that can give you a lot of job satisfaction by delivering the best experiences for our customers.
The team is constantly innovating and developing, enhancing and striving for better customer experience and customer care. This role will lead and shape the future of customer retention and loyalty in terms of enhancing customer value proposition throughout and beyond the standard product/service lifecycle and building new innovation & development strategy and frameworks for a wide range of activities from customer retention to Feedback/VoC management to customer insights across Europe.
Additionally, this role will support and help drive the right direction of our customer care team and will include influencing our HQ team, supporting our European subsidiaries and our business units within Samsung such as Europe Office DTC, SDS and external vendors. The aim will be to deliver new and improved initiatives throughout Europe. As part of this role your key responsibilities will include (but not be limited to):
Role and Responsibilities
Your key responsibilities
1. Develop, deliver and support European wide team with Customer Retention & Loyalty programme and strategy improvement and execution to reduce churn and increase loyalty
2. Drive improved Customer Retention for eStore conversion throughout various online and offline campaigns and activities from repair to D2C order support to trade In to Samsung Care Plus to SmartThings to partnership collaborative event etc.
3. Grow Retention programme expansion and enhancement through growth in service led offers across Europe as well as channels severed by the Customer Care Team and drive revenue for other initiatives including:
4. Extended Warranty (B2C/B2B)
5. Premium installation and maintenance service (B2C/B2B)
6. Subscription and other branded service offers (B2C/B2B)
7. Collaboration proactively with B2C/B2B sales and marketing to identify and execute service-led sales opportunities ensuring our customer receives maximum value from our support and service
8. Manage the full customer lifecycle and map end to end customer journey from onboarding through renewal and expansion, ensuring customer lifetime value opportunity at every touchpoint and channel
9. Expansion of the coverage of Customer Feedback and Insights and strategy within the Customer Retention team to include Customer Journey tracking, Social tracking, VOC, Alerts for risk management, reviews, NPS and other new service insights and tracking capabilities
10. Prioritise and recommend actions to subsidiaries
11. Lead workshops and be the lead for Customer Retention & Loyalty evolution
12. Address customer concerns by working with other teams to resolve pain points and improve customer experience and journey
13. Develop, deliver and analyse all customer feedback including NPS, C-SAT and general surveys to identify and address customer pain points, trends and root causes of dissatisfaction proactively to mitigate potential issues and improve customer retention
14. Develop and establish feedback loops with various teams – product, marketing, sales, logistics, finance and operation to ensure customer insights inform customer centric business decisions, product and service enhancements
Your key people management responsibilities
15. Provide clarity on team strategy, purpose, and value, ensuring alignment with regional and global CS direction.
16. Support the development of team members through regular coaching, mentoring, feedback, 1:1s and on-the-job learning opportunities.
17. Role model inclusion and psychological safety within the team by encouraging open communication, trust, and collaboration.
18. Ensure effective and consistent communication, including cascades of LT updates, operational changes, and business priorities.
19. Manage onboarding, offboarding, and the overall colleague lifecycle to ensure a high-quality employee experience.
20. Oversee annual people management cycles—goal setting, evaluation, development planning, and salary reviews—with accuracy and timeliness.
21. Ensure full compliance with company processes, mandatory trainings, policies, and behavioural expectations, reinforcing Samsung values.
This role is pivotal to bring together a great opportunity to start working cross functionally and divisionally between stakeholders from our Head Office, Europe Office and Subsidiaries. This is necessary to make the foundational development from strategy and framework to executional planning to drive revenue for Samsung and customers alike, while improving our processes and systems for our colleagues (Agents and Technicians).
What we need for this role
To be successful, you will possess the following skills and attributes:
22. Experience of leading change & innovation and future strategy by steering and driving transformation through various Customer Retention & Loyalty programme
23. Extensive collaboration skills as this role requires collaboration with a wide range of stakeholders including subsidiaries, HQ and various stakeholders
24. Ensure the right actions are undertaken
25. Recommending best practice and approach for the improvement
26. Work with one eye on our customers to deliver for them and Samsung Electronics.
27. Able to motivate and engage a wide arrange of specialities and subject matter experts to achieve improved performance
28. Guide team members
29. Ability to develop emerging talent
30. Provide hands-on coaching where required
31. Growth mind-set and demonstrate a keen interest in ensuring customers get the best possible service from Samsung
32. Respect diversity and ability to take feedback and recommendations on from any backgrounds and cultures from internally across Samsung
33. Knowledge and experience in insights (including advanced AI and text analytics) and ability to lead service-led sales, transformation, eStore, ESG, CSR, NPS, VOC and Customer Retention and Loyalty for greater visibility of performance across our business
34. Excellent written and verbal communication skills with the ability to think on your feet
35. Proven CX experience and exposure to external industry best-practice
36. Technical savvy and understanding to unpick complex problems
37. Ideally some experience in customer service ideology and CX best practice
38. Essential is PowerPoint, Excel and exposure to various CS, CRM and CX software tools
What does success look like?
To be successful in this role you need to be dynamic and have the ability to bring stakeholders on the same journey with you.
39. Successful implementation, transformation and development for Customer Retention & Loyalty Programme Campaigns and activities and growth in eStore Service business for both B2C and B2B
40. Increase in sales of both retention programme and services we offer at every CS touchpoint and channel
41. Improved eStore performance as well as Customer Experience in terms of NPS such as self-serve to reduce call volume and make it easier for customers and improved agent performance via tools that make it easy to serve
42. Consolidation and delivery of single insights that leverage all channels and data available including Social, CMI, SNPS, eStore and other channel measurement tools
43. Demonstrate clear business benefits to steer Customer Retention and Loyalty initiatives that make a difference
44. Improve KPI’s for a range of areas, Customer Retention Offer and Conversion rate, Contact Centre NPS, Post Purchase eStore NPS and Customer Satisfaction and repair NPS
45. Drive a Digital first approach to Customer Care and Retention
46. Driving greater collaboration cross international & local as well as internal & external teams between functions and divisions; in turn raising the profile of customer experience across Europe for better retention
47. Able to negotiate with partners and divisions internally and externally for Samsung
48. Ability to implement initiatives quickly (daily, weekly, monthly) and provide success factors and measurement (daily, weekly, monthly) to prove pilots work and look at wider rollout
49. Build up the strong governance at the European level with global partners
50. Demonstrates proactive leadership, ownership, and strong execution focus
51. Builds trust and alignment across multi-country teams
52. Communicates clearly, transparently, and consistently
53. Maintains a data-driven, customer-focused approach
Skills and Qualifications
Benefits of working at Samsung include
54. Hybrid working - 3 days in the office and 2 days at home per week
55. Bonus scheme linked to individual, team and company performance
56. Car allowance
57. Healthcare cash plan or private medical – single/family cover
58. Income protection
59. Enhanced pension contribution
60. Three volunteering days each year
61. Flexible benefit portal and contribution of £55 per month - including travel insurance, gym membership, season ticket loan, Tastecard, dental insurance and more
62. Holiday - 25 days plus bank holidays and an additional day off for your birthday
63. Access to discounts on a wide range of Samsung products
64. Access to a discount shopping portal
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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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