Position Summary
Why join our team?
This role sits in the CX Innovation team within ECSO (European Customer Satisfaction Office), which is part of the wider European Head Office in Chertsey. The team is responsible for the management of post-purchase communication, content, training and sales support across owned online and offline touchpoints.
This is a new role on the team which will be responsible for an ‘always on’ calendar of service marketing initiatives, aimed at raising awareness of our customer service offerings across Europe.
By working cross-functionally and divisionally between the main European Marketing Office and 16x European Subsidiaries you will plan, implement, and evaluate service-specific marketing campaigns, define promotional strategies and commission new content.
This role is pivotal to achieving greater customer engagement and driving brand loyalty at every touchpoint. It’s an excellent opportunity to work with colleagues from across the business and make a big impact to the way customers perceive and experience Samsung Support.
Role and Responsibilities
Your key responsibilities
This role will include but is not limited to:
1. Contributing to a new European Service Awareness strategy and supporting an ‘always on’ marketing calendar to reach new audiences and drive brand loyalty.
2. Developing and delivering integrated marketing campaigns across various platforms, including digital and traditional media, to promote our customer services.
3. Overseeing the production of engaging marketing content such as articles, social media content, asset packs, videos, and offline content like instore posters/leaflets.
4. Supporting and rolling out the Reviews Marketing strategy for all Europe.
5. Analysing market trends, competitor activities, and customer needs to inform marketing strategies and identify new opportunities.
6. Helping to secure and manage budgets for the creation of marketing materials.
7. Tracking and analysing campaign performance data to evaluate success and make necessary adjustments.
8. Collaborating with in-house teams (e.g. PR, Social, CRM, Marketing) to align and integrate our activity with wider business priorities and product launches.
9. Working with external agencies to produce high-quality marketing materials and ensure it complies with brand, tone and best practice guidelines.
10. Explore and leverage new technology and innovations (e.g. AI) to bring continuous improvement and efficiencies to the content we’re creating.
What we need for this role
To be successful, you will possess the following skills and attributes:
11. A completed Bachelor’s degree.
12. Strong organisational and project management abilities.
13. Proficiency in digital marketing tools and social media platforms.
14. Competent user of MS Office suite including PowerPoint and Excel, with confident presentation skills
15. Creativity and a proactive approach to problem-solving.
16. Experience in managing agency resources.
17. The ability to draw insights and make strategic decisions based on data.
18. Excellent communication and writing skills, with the ability to build collaborative relationships with people at all levels of the business, across multiple functions.
19. Ability to proactively find solutions, think outside the box, and influence decisions to better the business and/or the operation.
20. Ability to manage multiple priorities and work effectively in a fast-paced environment.
21. Proactive, driven and with a ‘can do’ attitude.
What does success look like?
22. The person needs a certain patience and tenacity to navigate the complex structures and processes at Samsung.
23. They will be a natural communicator who can explain strategies and solutions in simple ways and gain support and buy-in from stakeholders across the business.
24. Success will be predominantly measured via KPIs such as NPS, increased service volumes and customer engagement metrics.
25. In the first six months we’ll be looking for someone to have defined a comprehensive strategy and roadmap of activities which drives clear results against business goals.
Skills and Qualifications
Benefits of working at Samsung include
26. Hybrid working – 3 days in the office and 2 days at home per week
27. Bonus scheme linked to individual, team and company performance
28. Car allowance (delete if not appropriate)
29. Pension contribution
30. Three volunteering days each year
31. Holiday - 25 days plus bank holidays and an additional day off for your birthday
32. Access to discounts on a wide range of Samsung products
33. Access to a discount shopping portal
34. Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
35. 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.
*