Samsung - Manager - Customer Engagement

PURPOSE OF POSITION :

The candidate will lead Customer Engagement Programs Online business. He/she will be responsible for creating/ managing cross-functional initiatives intended to create the most compelling customer engagement programs in the industry.

The programs/ initiatives need to be based on a foundation of deep customer centricity, strong analytics, sharp planning and story-telling coupled with product/tech understanding for an enhanced customer experience

JOB RESPONSIBILITIES :

- Study best in class customer engagement programs across relevant industries globally.

- Design holistic campaigns to engage the customers, ensuring better retention eventually leading to higher LTV

- Obsess about customer experience and suggest iterative measures to delight customers

- Conceptualize, Plan & Execute Customer Loyalty and Referral Programs

- Individually interface with associated internal stakeholders to align and drive agenda points to propel the program's success

- Figure out win-wins with each of the stakeholders to ensure timely delivery of projects, offerings

- Employ best-practices of program management to break down initiatives into short-term and long-term goals

- Producing accurate and timely reporting of program status throughout its life-cycle; proactively highlight red-flags and ensure resolution

- Developing evaluation methods to assess the success of initiatives being undertaken

KEY RESULT AREAS :

- New, consumer engagement initiatives & project launches

- Time bound execution of identified/ aligned projects

- Incremental Revenue generated through new initiatives

- Other initiative specific metrics and KPIs