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Why Join our Team?

It is an exciting time to join Samsung. European Customer Satisfaction Organization (ECSO) – CS Planning and Governance team plays a major role in how we serve our customers and how we connect them with our highly respected service and support teams across Europe. Working in close collaboration with our Product Support (PS), Customer Experience (CX) team and our 33 markets across Europe, this new role will help drive the future of our support delivery for Samsung for the next decade or more.

We are a dynamic team that prides itself on innovative ways of driving change and transformation in a fast paced and often challenging environment. This role will be essential in helping Samsung deliver world leading CS system development and improving customer journeys across Europe.

• Manage CS IT projects with external teams and platforms/solutions
• Oversee the day-to-day progress and achievement of CS IT projects
• Reporting the progress and achievements to external stakeholders
• Analyze and improve as-is processes where required
• Manage new/ongoing projects for deliverables and outcomes

• Develop new/improved CS system to support achieving operational efficiency
• Review and propose the standard policies/process across the EU subsidiaries

• Coordinate and facilitate the requirements from Subsidiaries, partners and HQ
• Standardize for the efficient/optimized CS systems at the European level

• Introduce the best CS systems and process and manage the projects to support and develop roberst and efficient operation for all stakeholders in EuropeDevelop

• Experience of project management in IT support area
• Familiarity/knowledge on systems/IT solutions such as SAP, Salesforce, Oracle, ServiceNow, AWS, Hybris, Zendesk, Sprinklr etc
• Strong project managing and organizational skills with attention to detail
• Strong interpersonal skills and inter-cultural working background (experience at the regional HQ of global brand is a plus)
• Technical, analytical, and presentation skills with a high degree of self-motivation and can-do demeanor with strong MS office skills
• Ability to work under pressure and deadlines. In addition, must be able to manage multiple projects and often competing priorities
• Customer Service/Experience background or relevant project experience preferred
• BA degree or equivalent practical experience, advanced degree preferred

• Implement a new/improved European standard CS systems and process across the EU subsidiaries in collaboration with internal colleagues and solution providers
• Improve the communication/cross-functional interface between Samsung systems to provide best experience to our customers and partners.

• 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