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Why Join Our Team
Samsung is an internationally renowned organisation and ranks amongst the leading global technology organisations. Our Company philosophy is to devote its talent and technology to creating superior products and services that contribute to a better global society. We believe in placing high value in our people and technologies to underpin our success.

The Customer Experience team in Samsung UK is responsible for all aspects of support across all products, Consumer Customers and Business Clients alike. It sits as a key pillar of the overall organization alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure.

In Customer Experience, we support customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered.

Our support is provided through self-help Online digital support tools, through Agent led contact centre channels, and through a network of engineer resources on the high street, in customers’ homes and through a network of central repair centres.

Being part of the Customer Experience team for Samsung provides the exciting opportunity to engage with all aspects of customer support throughout the company to drive brand loyalty and thus organizational success and growth.
This is an exciting opportunity to work in our our Mobile Experience | Customer Experience team as MX Operations & Performance Manager. The MX | CX support function covers all Samsung Mobile, Tablet and Compute technologies and defines the support experience to Samsung customers across the lifecycle of their product.

Purpose of the Role
Working with the Head of MX | CX for the operational delivery of products and services, you will be managing a hard-working Support team who not only meet the current operational demands, but look to innovate and integrate new ways of working to drive efficiencies and effectiveness within the operating model. At all times striving to Build, develop and nurture relationships with partners to support delivery of effective and relevant support services.

In collaboration with CX and commercial strategy functions, facilitate then deliver revenue generating capability and complement the sales GTM product proposition. Cost management responsibility in line with the development and delivery of the overall support proposition

This role requires a clear understanding of the objectives of Customer Experience and the wider business, ensuring operational delivery is aligned to these. The occupier must have determination and strength of character, clear vision, proven operational and personnel management skills, the ability to develop strong relationships with internal and external stake holders and the tenacity to deliver outcome based objectives

• Responsible for the development & design of a complete Post Sales MX Services Infrastructure which aligns to CX strategic outcomes and meets then exceeds customer requirements and expectation.
• Coordinating the analysis, final proposition and implementation phases of the service elements to move smoothly from design to fulfilment.
• Identify and introduce New Ways Of Working to the MX support team to drive efficiencies and effectives of the function
• Review and act upon customer sentiment though feedback management tools and processes. Use effectively to implement a programme of continuous improvement and 360 feedback to service partner community.
• Develop, document, report and govern processes around the delivery of services to meet Samsung Customer requirements. Managing the implementation and delivery of Warranty Services, Enhanced support propositions and key project based outcomes
• Provide strategic support for the development of an enhanced Services portfolio in line with operational experiences to ensure the continual operational improvement and strengthening of the Samsung Brand.
• Collaborate with relevant teams to ensure that the services portfolio and activity aligns with, and forms part of, the Samsung brand value add proposition to support sales growth.
• Manage Performance reporting criteria across the Service Partner network and ensure daily, weekly and monthly monitoring to ensure high performance at all times.
• Work closely with key collaborators to ensure the readiness of the partner Network for New Product Introduction
• Coordination and management of key projects across the product portfolio as required.
• Implementation of new & existing service partner contracts and accounts.
• Development of new services propositions. Process mapping and implementing with required teams and collaborators.
• Monitoring service fulfilment for specific customer base. Reporting on contract requirements and ensuring correct and complete service is received.
• Provide regular business updates and performance reviews to the Head of MX | CX
• Support Head of MX | CX to define periodic operational targets. Monitor/review at required intervals and instigate actions to ensure achievement of KPI’s.
• Build & maintain strong relationships to encourage partners to work closely with Samsung and improve the customer journeys for customers
• Be the escalated point of contact for partners, internal colleagues & customers for queries relating to CX.
• Participate in monthly partner meetings on after sales performance and new CX initiatives.
• Managing distribution of key updates with partners relating to process changes ensuring internal and external understanding.
• Deputize for Head of MX | CX when and where required.
• Direct daily management of Direct Reports

• Outcome focused with a clear vision and ability to develop strong relationships with internal and external stakeholders.
• In depth knowledge of support operations
• Experience training and managing & delegating to others.
• Ability to work autonomously with self-motivation.
• Strong & concise communication and interpersonal skills
• Able to maintain required level of company confidentiality.
• Organized and able to multi task and work under pressure.
• Ability to prioritize and focus on key issues to deliver targeted results
• Strong Commercial Awareness
• Experience Project & Process Implementation Management.
• Experience of SAP, NERP, and Salesforce systems.
• Ability to quickly learn and actively use all company internal systems.
• Proficient in Microsoft Power Point, Visio & Excel.
• Ability to interpret, digest and summarize wide range of service data.
• High level of attention to detail.
• Knowledge of Quality Management and Auditing.

• Bonus Scheme
• Pension contribution
• 3 x volunteering days each year
• Holiday - 25 days per annum plus bank holidays
• Access to staff sales discounts on a wide range of Samsung products
• Access to discount shopping portal