Position Summary
The candidate’s primary focus is to provide management direction, support and guidance to teams in SE Asia & Oceania for digital support channels, which includes Samsung.com/support, Samsung Members app & Community, and Google Business Profile (Service Centres), to improve customer digital experience journey and overall NPS.
Role and Responsibilities
- Reports to Manager, Regional Digital Experience & Customer Retention
- Responsible for conceptualizing, communicating, and executing a regional digital experience strategy from a CS perspective which will require close collaboration with other BUs
- Propose and lead initiatives to enhance customer digital self-help experience
- Oversight of Community Moderation for the region, engaging with the community moderators of each Subsidiary to ensure a healthy Community ecosystem, meeting key engagement metrics.
- Support Dotcom & mobile app FAQ contents management, including analysis and proposals to improve Dotcom support experience.
- Create and edit customer service-related content, including FAQs, help articles, support guides, and newsletters.
- Lead and collaborate with other departments such as Contact Centre, Service Operations, Marketing and Product teams in digital transformation initiatives to improve digital customer experience and support strategic commercial objectives
- Oversight of Google Business Profile (Service Centres), Community Moderation, and Samsung Members Ambassador program
- Lead and implement Service Marketing strategies, including hands on approach to digital content creation (digital banners, videos, images), assets amplification, and digital content library maintenance
- Monitor and analyze content performance to identify areas for improvement, and stay up-to-date with industry trends and best practices in content creation and SEO.
Any other ad-hoc projects as assigned by the Head of Customer Experience Management
Skills and Qualifications
· Bachelor's degree or relevant qualifications.
· Passion and curiosity for all things digital and eagerness to learn.
· 3+ years of relevant Community and digital content experience.
· Proficient in Microsoft Office and Excel.
· Highly experienced with analytics tools (Adobe Analytics, Google Analytics) and content publishing platforms preferred (Adobe Experience Manager).
· Experienced in Photoshop and/or other relevant image editing software. Experienced in Graphics/Video editing is an added advantage.
· Experienced in website optimization (SEO, UI/UX).
· Basic understanding of HTML, CSS and content management systems.
· Previous experience in content creation in the area of customer experience is a plus.
· Excellent communication skills, both written and oral.
· Attention to detail and a commitment to quality.
Samsung Electronics’ environmental management philosophy derives from our core purpose of contributing to human life, with respect for nature. Our 2050 goal of net zero carbon emissions entails a reduction of Scope 1 and 2 emissions, making our products more energy-efficient, and maximizing resource circularity across the product lifecycle. To discover more, please visit our newsroom: Samsung Electronics Announces New Environmental Strategy – Samsung Global Newsroom
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Top Skills
What We Do
Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, network systems, medical devices, semiconductors and LED solutions. Samsung is also leading in the Internet of Things space through, among others, our Smart Home and Digital Health initiatives.
Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top 10 global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.
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