Position Summary
Why join our team?
The pan-European MX B2B & Service Projects, Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team.
ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.
Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast pacing tech environment, market-leading products and thrilled on the idea of creating positive impact and drive innovation.
Role and Responsibilities
Your key responsibilities
1. Main scope of the role is to align the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, owning key responsibility for alignment across the European Service Network infrastructure, and to build improvement plans, ensuring planning execution and defined outcome
2. Key responsibilities include close collaboration with the European Field Service teams key PICs on MX part team in ECSO, core teams in Suwon Office and ETO in EO, to ensure continuous updates on status of B2B Lifecycle Services provided for all major Service operation projects, on Subsidiary and Global operation level. Also, key responsibility to verify accurate reflection on all Samsung systems and dashboards, and release a monthly Report of Projects Status & Updates. Also, responsibility for capturing SVC Operations activity on data analysis and establish monitoring and alerting practises
3. Support the existing and establish new B2B & Premium Service Operation projects on pan-European level, and contribute on key Business Development and Business Expansion projects, as per Suwon Business Strategy
4. Responsibility on creating and maintaining the related Service Business documentation and all related consolidation of supporting Service Network Operations & Partners operation, and ensure compliance at best potential
5. Own and manage key Product Quality management for B2B related systems, apps, operations. Validation of key Network health points, identification of potential risks or misalignment and engage the corresponding teams and communication with European subsidiaries and HQ to ensure effective and timely resolution
6. Manage product quality and service quality feedback on B2B products and services, and on premium Service Operations. Address issues related to challenges, improvement points, effectiveness and efficiency activity from the European Subsidiaries and align to other regional experience for unified Global management. Coordinate documentation, communication and reporting, for alignment and seamless operation on EU Regional and Global level on SVC Operation performance
7. Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to escalate to Suwon improvements, and align with Subs for adjustments or redesign on strategy and action plans
8. Support forthcoming new technology developments on B2B products and Projects management across the EU Subsidiaries
9. Collaborate closely with the MX Product Quality PIC & Service Delivery PICs in ECSO and across European Subsidiaries for alignment on pan-European B2B and SVC Projects operation, to ensure best potential for driving customer engagement and satisfaction
10. Contribute on the weekly conference calls with Subs by participating updates and actions for alignment and follow up, in collaboration and alignment to EU MX Product Quality PIC & MX SVC Operations PIC for joint efforts and holistic coverage on EU MX part
11. European travel may be required occasionally subject to business needs
What we need for this role
To be successful, you will possess the following skills and attributes:
12. Knowledge and understanding on Data analysis, Business management, Business operations, Compliance to EU Regulations and Company policies – previous experience would be an advantage
13. Understanding of Mobile business, Mobile product in market, Mobile operations and services, Mobile Care over Lifecycle. Familiarity with the field support channels and related terms NPS, UX would be ideal
14. Understanding of industry standard important metrics along with correlation to the day to day activities such as Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW/IW – desired but not essential for the role
15. Understanding of trends on graphs/charts, and willing to learn more
16. Experience on participating on agile projects or working under agile practises
17. Passionate about technology and innovation
18. Flexible & agile to adapt to workload changes
19. Communication skills & open minded approach is a must
20. Comfortable with Microsoft Excel, Word and Power Point
21. Excellent English, oral and written – other language skills is an advantage
22. BSc or equivalent degree in Business administration, Business management, Engineering, or relevant field, or similarly relevant work experience
What does success look like?
23. Analytical & practical skills
24. Willing to learn, and learn more
25. Attention to detail & target precision
26. Self motivated & Proactive
27. Enthusiastic & Can-do attitude
28. Comfortable to work remotely and engage other functions/regions
29. Comfortable to work in a fast-paced environment
30. The candidate would potentially acquire a confident view on Product Lifecycle projects & Service operations and timeline needs over product lifecycle and market seasonality, close collaboration and engagement with key major European partners and the corresponding PIC in 16 Subs, and would have good understanding on consolidating driving factors and improvement needs on the field
31. Success to be measured based on efforts, engagement levels, contributions on the regular weekly activities the efficiency of actions and effectiveness on communications and escalations
32. Primary and weekly achievement would include communications with the key partners in MX SVC&PQ team, Subsidiaries and HQ, follow up on actions plans and awareness on key team critical metrics trends
33. Proactive attitude, progressive approach, enthusiastic for improvement, eager on permanent solutions and good relationship establishment would be the ideal behaviours to succeed in this role.
Skills and Qualifications
Benefits of working at Samsung include
34. Hybrid working – 3 days in the office and 2 days at home per week
35. Bonus scheme linked to individual, team and company performance
36. Pension contribution
37. Three volunteering days each year
38. Holiday - 25 days plus bank holidays and an additional day off for your birthday
39. Access to discounts on a wide range of Samsung products
40. Access to a discount shopping portal
41. Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
42. 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.
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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