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Why Join our Team?
This opportunity sits in one of the teams closest to our customers. The Customer Experience (CX) team’s role is to examine new ways to engage customers, look for opportunities for the CS team and to ensure customers get the best support we can provide.
As a team, we look at bringing in new initiatives that improve the customer journey. We bring to bear customer feedback and see where we can optimise our processes and engagement to delight customers, whenever they have an issue with our products or services. The CX team has several areas of focus, these being digital engagement, non-face to face channels (such as online and phone), Business-to-Business (B2B) and CX innovation and insights. This placement will sit in the CX innovation and insights team and will have a direct role in driving a new revenue generating initiatives, including extended warranty sales.
We are a dynamic team that prides itself on innovative ways of improving CX in a fast paced and often challenging environment that can give you a lot of job satisfaction by delivering the best experiences for our customers while driving new revenue opportunities for Samsung.

• Have strong experiences for enabling aftercare services through eStore
• A self-starter who can be the guide to all partners in implementing sales (Service Related Product such as extended warranties, premium installation) and how to promote services
• Have a strong working knowledge of services as a product, sales through eStore and other channels
• Responsible for generating service revenue streams by developing compelling frameworks and product offers; Product management skills are required
• Ability to interpret and analyse data to tell compelling stories around services that can drive revenue but also factor in customer experience
• Able to work with numbers and develop compelling stories through visualisation and commercial understanding; Strong Project management and Consulting skills are desirable
• Ability to expand initiatives such as extended warranties would be an advantage

• Co-ordination and facilitation between our CS team, our European markets, eStore team and HQ, so presentation skills and being an effective communicator will be important
• Good with numbers, interpretation and visual representation (i.e. PowerPoint)

• The role will require the ability to understand complex platforms and systems, such as stock management, marketing, cloud, CX, CRM and ERP and how they work together (non-technical but understanding tools would be an advantage)
• Ideally suitable for someone with an insight background who can develop ideas with data and use this to influence others
• Work with and lead partner discussions and presentations to ensure everyone is brought along on the journey to turn our services into revenue opportunities that benefit customers
• Ability to think wider and understand the impact services can bring to a business in terms of profitable contribution as well as enhanced experiences

• Support and develop new aftercare initiatives and build plans on how we might expand
• Look at ways in which we can increase revenue contribution of services but strike balance with customer experience
• Develop our pricing strategy for Service related product such as extended warranties and co-ordinate with partners
• Ensure we have profitable yet attractive customer deals, pricing analysis and optimisation
• Support development teams but also provide suggestions or solutions to often challenging situations
• Help develop new service ideas that we can monetise on eStore, be our eCommerce specialist for support services
• Analysis of eStore data and be a communicator for our team and senior partners
• Track progress, results and manage programme
• Co-ordinate and facilitate our technical needs and requirements between systems (SAP and Hybris) and the teams responsible (HQ and Europe)
• Sensing, gathering and analysing Market requirements and trend for further service product innovation and development
• Promotion and communication tactics development for sales growth

• Hybrid working (3 days office & 2 days at home)
• Bonus Scheme
• Pension contribution
• 3 x volunteering days each year
• Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!
• Access to staff sales discounts on a wide range of Samsung products
• Access to discount shopping portal