Customer Success Specialist – Digital Experience & Customer Retention

Position Summary

This role reports to the Manager, Customer Retention which is a group under the Regional Customer Satisfaction Team. The candidate will be the lead for our Customer Retention programme for selected markets as well as champion projects to improve the end-to-end customer journey experience for the region.

Role and Responsibilities

• Lead regional expansion of the Customer Retention programme across all segments, working with various stakeholders including B2B product owners and marketing BUs at regional office as well as at the Subsidiary country level.
• Review and drive process efficiencies while proposing risk management guidelines for all subsidiaries in their implementation of Customer Retention Experience programme.
• Design and update best practices in the regional playbook for the Customer Retention programme.
• Identify opportunities in the customer-servicing journey for customer retention for D2C and B2B customers, using data analytics to draw actionable insights from customer touchpoints such as dedicated call centres, Service Centres to in-home servicing.
• Drive Business Opportunities (BO) management through the recapturing of leads through customer service touchpoints.
• Lead process-redesign to onboard and engage existing customers.
• Generate, propose and convince relevant stakeholders for customer retention initiatives
• Ability to look at systems and drive technical enhancements to improve work-processes, reporting and other related KPIs.
• Ability to understand and articulate advanced CS and commercial concepts to lead projects involving cross-functional teams to take post-purchase customer experience to the next level
• Ability to initiate and drive commercial projects while considering all stakeholders’ requirements, lead projects from initiation to final deployment, and analyze results for continuous improvements.
• Supporting role for digital experience strategy which include close collaboration with other BUs and coordination with Samsung Members Stars

Skills and Qualifications

• 3-5 years’ career experience with diverse exposure in Customer Experience Management and Commercial roles. Commercial roles to have revenue-related metrics as part of KPIs.
• Strong commercial acumen with passion for customer service
• Strong leadership qualities and ability to adapt and lead cross-functional projects
• Ability to establish priorities, multi-task, work independently, communicate and collaborate effectively (online and offline)
• Strong ability in Excel and Powerpoint to assist with management reporting and insights generation from data sets

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