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 a phenomenal 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 coordinated 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. Suppporting and rolling out the Reviews Marketing strategy for all Europe.
5. Analyzing 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 analyzing 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. Collaborating with external agencies to develop high-quality marketing materials and ensure it aligns with brand, tone, and guidelines for standard methodologies.
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. Capability to proactively discover solutions, think creatively, and impact decisions to improve the business and/or the operation. Ability to manage multiple priorities and work effectively in a fast-paced environment.
20. Proactive, driven and with a ‘can do’ attitude.
What does success look like?
21. The person needs a certain patience and tenacity to navigate the complex structures and processes at Samsung.
22. 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.
23. Success will be predominantly measured via KPIs such as NPS, increased service volumes and customer engagement metrics.
24. 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
25. Hybrid working – 3 days in the office and 2 days at home per week
26. Bonus scheme linked to individual, team and company performance
27. Pension contribution
28. Three volunteering days each year
29. Holiday - 25 days plus bank holidays and an additional day off for your birthday
30. Access to discounts on a wide range of Samsung products
31. Access to a discount shopping portal
32. Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
33. 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.
*