Samsung Electronics Canada

eCommerce Customer Experience Manager

CA-ON-Mississauga
3 weeks ago
ID
2017-2074
# of Openings
1

Overview

Inspire the World, Create the Future.

Do you believe in the power of technology to help shape a brighter future and a stronger global community? Are you inspired by the possibilities? Are innovation, camaraderie, and the pursuit of excellence part of your innate drive? Then you've got what it takes to succeed at Samsung.

 

Manager eCommerce Customer Experience

 

This position is accountable for strategically and tactically providing industry leading customer experience to our eCommerce customers. This includes developing 360 degree strategy, working with various internal teams, to ensure we are providing best customer experience throughout Consumer Decision Journey, in order to maximize customer satisfaction and sales through Samsung.com. Also, this position requires omnichannel knowledge and experience since the CDJ goes beyond Samsung.com to our own Samsung Experience Stores.

Also, the incumbent is responsible for keeping all of our customer facing teams up to date on all the latest eCommerce news & issues and regular training to call center & live chat agents, while working with different key stakeholders in the organization to resolve escalation issues.

The customer experience manager is required to work closely with many key stakeholders across the organization and is also able to work with minimal supervision to manage all required tasks.

In parallel, the incumbent will support divisional ad-hoc requests pertaining to online related activities by working with all levels of the organization to complete the requests on time.

Responsibilities

Customer Service (70%)

  • Stand-up calls with CS agents from eCommerce call centre & live chat lines to address any and all customer issues
  • Provide leadership to CS agents through mentoring, coaching and performance management as needed
  • Review KPI’s with CS agents from eCommernce call centre & live chats on a weekly basis to ensure customer service standards are being maintained
  • Resolve escalations and provide direction to CS agents by working with various teams to ensure all issues are resolved in a timely manner
    • a. Create and develop appropriate routing path for escalations
    • b. Standardize communications and create process guides,
    • c. Provide resolution/direction for ad-hoc issues
    • d. Proactive alignment with all relevant parties during crisis
    • e. Work with multiple stakeholders at SECA to produce the best customer experience
  • Lead the development and creation of the strategy for the 360o Customer experience for Omnichannel (including eCommerce, Samsung Experience Stores, SECA internal stakeholders)
  • Make recommendations to the eCommerce website based on best practices and through customer feedback
  • Develop proactive communication strategy and processes across all customer facing channels including Samsung service team, legal, PR, Social, etc.
  • Develop, manage and produce regular reports on KPIs impacting experience and sales for eCommerce call centre & live chat lines (ePromoter)
  • Work closely with HQ to understand global guidelines and best practices
  • Develop and conduct in-person and remote training for CS agents to prepare for new product launches/key promotional and holiday periods (Requires some international travel)
  • Work with internal teams and external partners to improve service processes
  • Forecast and Manage omnichannel customer experience related budget
  • Negotiate staffing requirements for all customer service channels for peak and off-peak periods

 

Internal Employee Purchase Site (30%)

  • Administer internal EPP site access for Samsung employees
  • Communicate promotion details to internal employees by working with sales divisions
  • Manage Samsung dollar distribution by working with finance and product management teams
  • Resolve escalations by working with HR, IT, Finance and Logistics team

Qualifications

  • eCommerce direct to consumer, service team management experience in Major CPG company (5-7 years)
  • 5 years of direct management experience
  • Highly developed communication & interpersonal skills, able to build relationships and interact comfortably with a wide range of levels in the organization: from senior executives to support staff within and outside of the company.
  • Expert in developing and managing service KPIs
  • Strong problem solving skills and ability to navigate through large organizations
  • Exceptional attention to detail and sense of urgency
  • Demonstrated project management and new process development skills
  • Versatile in multi-tasking
  • Comfortable working with Excel, Word, PowerPoint
  • Self-motivated and able to work with limited supervision
  • Strong analytical, organizational and planning skills
  • Proven ability to function effectively in a team environment.

Samsung is an equal employment opportunity employer.

 

Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate.  If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.

 

We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.

 

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