Position Summary

Why join our team?

This role sits in the CX Innovation team within ECSO (European Customer Satisfaction Office), which is part of the wider European Head Office in Chertsey. The team is responsible for the management of post-purchase communication, content, training and sales support across owned online and offline touchpoints.

This is a new role on the team which will be responsible for owning and evolving the European content strategy across online/offline channels tailored to several different audiences; customers, contact centre agents and field engineers.

By working cross-functionally and divisionally between Head office, Europe office and Subsidiaries, you will be managing an ‘always on’ roadmap of activity based on business priorities. You will always be looking for operational efficiencies, performance data and new technologies to create a best-in-class content operation.

This role is pivotal to achieving a greater customer experience and driving brand loyalty at every touchpoint. It’s a phenomenal opportunity to work with colleagues from across the business and make a big impact to the way customers perceive and experience Samsung Support.

Role and Responsibilities

Your key responsibilities

This role will be leading the cross-channel content operation for Samsung Europe, which includes but is not limited to:

Define and evolve the European Cross-Channel content strategy and own all content production activity tailored to customer, agent and engineer.

Monitor and manage performance and output across allocated agency resources.

Take ownership of the quality of deliverables of new content to ensure it aligns with brand, tone, and guidelines.

Manage an aligned cross-channel content calendar to support product launches, key business priorities, customer VOC and operational activities.

Compile any requirements, considerations, and dependencies to develop custom content propositions when needed by the business.

Develop and use our existing online/offline channels and look for opportunities to expand into new channels to increase our audience reach.

Work with sales teams to identify and implement new sales opportunities through our content, track conversion and foster an environment of continuous improvement.

Define an ‘always on’ process to actively update, curate and optimise the existing portfolio of content available.

Work with required teams across the business to ensure that systems which the content is uploaded to is operational, efficient and continually optimised.

Prepare presentations and proposal documents, negotiate costs and contracts, and secure budgets as required.

Own the asset management process to ensure our asset library is well organised and readily available with approved rich media resources for the business.

Explore and demonstrate how new technology and innovations (e.g. AI) can bring continuous improvement and efficiencies to the content operation.

Collaborate with internal colleagues and third party agencies to design, trial and implement new content concepts and initiatives.

Own an agreed set of KPIs and report on them on regular and ad hoc intervals.

Research, monitor and report on performance using data analytics tools, gathering and sharing insights with relevant partners.

Develop relationships across the business to expand our audience reach (e.g. Social, CRM) via comprehensive and regular communications.

Highlight potential risks or malfunctions and act proactively to resolve issues.

What we need for this role

To be successful, you will possess the following skills and attributes:

A completed Bachelor’s degree.

Competent user of MS Office suite including PowerPoint, Excel, etc

Confident presentation skills

At least 5yrs experience as a content manager, content lead, or similar position in a comparable industry environment.

Experience using Jira/Confluence or similar ticketing tools.

Experience in managing agency resources.

Understanding of SEO, Accessibility and UX standard best practices.

Confidence using data analytics tools such as Adobe or Google Analytics, with the ability to draw insights and make strategic decisions based on data.

Solid experience using Content Management and Asset Management Systems, ideally with basic HTML knowledge.

Ability to build collaborative relationships with people at all levels of the business, across multiple functions.

Ability to proactively find solutions, think creatively, and influence decisions to improve the business and/or the operation.

Proactive, driven and with a ‘can do’ attitude.

What does success look like?

The person needs a certain patience and tenacity to navigate the complex structures and processes at Samsung.

Looking for someone who effectively communicates strategies and solutions in a clear manner, able to acquire agreement from collaborators across the business.

Success will be predominantly measured via KPIs such as content resolution, sales conversion, customer satisfaction, engineer and agent feedback, as well as operational performance.

In the first six months we’ll be looking for someone to have defined a comprehensive strategy and roadmap of deliverables which drives clear results against business goals.

Ideally, they will have brought in new ideas and efficiencies which champion change

Skills and Qualifications

Benefits of working at Samsung include

Hybrid working - 3 days in the office and 2 days at home per week

Bonus scheme linked to individual, team and company performance

Car allowance

Healthcare cash plan or private medical – single/family cover

Income protection

Enhanced pension contribution

Three volunteering days each year

Flexible benefit portal and contribution of £55 per month - including travel insurance, gym membership, season ticket loan, Tastecard, dental insurance and more

Holiday - 25 days plus bank holidays and an additional day off for your birthday

Access to discounts on a wide range of Samsung products

Access to a discount shopping portal

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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