Samsung Electronics Canada

  • Manager, Digital and Product Management, Service (14 month contract)

    Job Location CA-ON-Mississauga
    Posted Date 2 weeks ago(4/4/2018 4:25 PM)
    ID
    2018-2131
    # 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, Digital and Product Management, Service (14 month Contract)

     

    Responsible for developing, monitoring and managing digital service strategies to increase avenues for consumers to access customer service, such as online support, online/mobile CHAT, Cyber Service, Home Serve application, Samsung Members Application, and service support mobile applications for the Corporate Service Division. The Digital Service Marketing Manager is also responsible for overseeing the social media strategy for corporate service. Ensuring that social media escalations are responded strategically to avoid negative media impact to the corporation. In addition the manager will also establish innovative service marketing programs to support service, sales and marketing departments across all divisions to clearly deliver Samsung corporate mission. Manage the Digital Service KPIs mandated by HQ which are used to measure the effectiveness of digital content and applications to increase self-serve solutions for consumers.

     

    Responsible for developing, monitoring and building business relationship with Canadian Colleges and Government Officials to create industry/education partnerships for programs that provide students with the latest technology to assist with growing our IoT service ability.

    Responsibilities

    • Develop, manage, monitor and improve Digital SVC & Social Media operations to expand and improve customer service channels.
    • Responsible for building business relationships with Canadian Colleges and Government Officials for educational programs.
    • Execute and implement Samsung Tech Institute within Canada to assist with growing our IoT service ability.
    • Ensure and provide clear direction that all SECA Digital Service KPI’s are meeting and/or exceeding targets thru co-operation with HQ and indirect reports by monitoring daily activities.
    • Provide KPI analytical information to improve digital service quality based on requests from HQ, NAHQ, and the SECA Service Organization.      
    • Develop programs and innovative activities that will ensure SECA Service can provide best in class service.
    • Daily collaboration with HQ, NAHQ regarding Service initiatives and improvement plans and issues.
    • Authority to achieve difficult digital service initiatives by gaining support and cooperation of the 3rd party service vendors.
    • Develop service marketing projects, create work plans and track/monitor progress to ensure deliverables are met.

    • Manage changes for Canadian Extended Warranty Program that extends to all strategic Samsung products that are sold in Canada

    • Key negotiator with HQ, 3rd party vendors and SECA sales and marketing teams to improve Digital Service support content and development of new applications.

    • Oversee all product launches and timelines to generate support how-to-videos, FAQ, Smart Simulators for the “support” portion of samsung.ca to support all new product launches and HQ initiatives.

    • Strategically use consumer feedback market data when necessary, and additional support to the sales and marketing teams.

    • Oversee the social media strategy for corporate service ensuring that social media escalations are responded strategically to avoid negative media impact to the corporation.

    • Responsible for developing, monitoring and managing all digital service strategies to increase avenues for consumers to access customer service.

    • Oversee all online support, online/mobile CHAT, Cyber Service, Home Serve application, Samsung Members Application, and service support mobile applications for the Corporate Service Division to ensure content is relevant and current

    • Manage all media requests on consumer and product related issues

    • Responsible for monitoring all relevant information from various company and 3rd party sites relating to service/ product issues

    • Responsible for implementing all Service Forum Events while aligning with corporate vision/mission.

    • Execute and provide approval for all writing and editing of product collateral for general service marketing programs, brochures and online for Corporate Service Division to ensure accuracy, brand guidelines and legal standards are met.

    • Develop online service plans and oversee all ONLINE activities

    • Approver to third parties with images and materials necessary for production and execution of Service Marketing programs

    • Responsible for ADHOC departmental requests that are within scope of job function

    • Responsible to manager third party CHAT, email and content vendors

    • Execute creative and innovative methods of delivering Digital SVC while benchmarking competitors regularly to ensure key areas are met or exceeded in comparison for competitive advantage

    • Provide clear direction to Digital SVC team while ensuring online content management meet or exceed customer expectations

    • Authority to change path and continuously update live organizational structure and allocate resources as required to ensure the smooth and successful operation of all areas of responsibility

    Qualifications

    • University Degree in Business or Marketing preferred
    • Strong proficiency in Excel, Word, PowerPoint and other MS Office applications
    • Above average presentation skills (including creation of material)
    • Proven negotiation skills
    • Excellent communication skills (written and oral)
    • Solid quantitative and analytical skills
    • Strong attention to detail and ability to multi-task effectively
    • The ability to plan, organize and prioritize multiple and simultaneous projects and programs in a changing corporate environment.
    • Ability to lead teams and 3rd party vendors
    • Excellent ability to execute and align with corporate brand guidelines
    • A minimum of 5-10 years related experience working in the marketing field preferred

    • A minimum of 2-3 year experience working in customer service/ service an asset.

    • A minimum of 1-2 years working with social media

    • A minimum of 5-10 years in marketing & promotions

    • A minimum of 2-5 years working with external agencies, government and educational institutes

    • A minimum of 3-5 years in product management

    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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