Samsung

Position Summary

This role will lead cross-functional initiatives across Samsung’s entire business portfolio from Mobile to Consumer Electronics. While the initial focus is on enhancing customer Post-Purchase Experience (PPX), it is expected to expand over time to become part of the Project Management Office (PMO) for several strategic initiatives. Key activities and responsibilities include:

• Strategy: Develop strategy to engage Samsung’s existing consumer base and maximize their customer life-time value.
• Project Management: Manage PPX improvement initiatives end-to-end, and closely coordinate with related functions across both, S.E. Asia & Oceania headquarter and 8 regional subsidiaries.
• Strategic Communication: Regularly update leadership on project progress and foster buy-in across the organization to advance the PPX agenda.
• Leadership: Coach 2-3 junior colleagues supporting PPX agenda and oversee their work.

Role and Responsibilities

Post-Purchase Experience

• Develop an actionable strategy to engage Samsung’s existing consumer base and maximize their customer life-time value, e.g. by cultivating loyalty and increasing cross-selling.
• Identify current PPX pain points, benchmark best-in-class consumer centric companies and develop an improvement plan to close gaps and enhance customer experience.
• Identify and manage strategic initiatives related to above improvement plan by directly scoping, initiating, planning, leading and executing projects (PMO role).
• Act as champion for PPX within the organization and closely co-ordinate with related functions including Customer Service, Retail, Online, Digital Marketing, Logistics and Product Teams.
• Prepare regular progress reviews to update leadership team and align key stakeholders on next steps.
• Coach and oversee the work of 2-3 junior colleagues that will support regional PPX efforts.

Other Strategic Initiatives

• Analyze industry, channel and consumer trends to identify emerging opportunities for business growth and process improvement, beyond customer retention and PPX.
• Act as thought partner for VP, Business Management, to evaluate these opportunities and prioritize them, including development of business cases and ROI analysis.
• Set up pilot projects to test out new concepts before scaling them up across the region.

Skills and Qualifications

• BA is required for this position with a graduate level degree (i.e. MA, MBA etc.) preferred.
• 12+ years of work experience, including 3+ years of people management preferred.
• Demonstrated strategic thinker who can turn strategic objectives into practical actions.
• Excellent project management skills; ability to efficiently scope and execute concrete strategic initiatives.
• Experience in leading and coordinating multi-functional teams with diverse interests toward shared objectives.
• Strong verbal and written communications skills, including ability to storyline and prepare impactful Powerpoint presentations.
• Solid Excel skills, including ability to generate actionable insights through data analysis.
• Prior consulting experience (internal or external) is a strong plus.
• Background in consulting, strategic planning, process innovation and/or loyalty & retention.
• Knowledge of one or more consumer goods industries, preferably in consumer electronics but not required.

#LI-SEAO #LI-MidSenior

Samsung Electronics’ environmental management philosophy derives from our core purpose of contributing to human life, with respect for nature. Our 2050 goal of net zero carbon emissions entails a reduction of Scope 1 and 2 emissions, making our products more energy-efficient, and maximizing resource circularity across the product lifecycle. To discover more, please visit our newsroom: Samsung Electronics Announces New Environmental Strategy – Samsung Global Newsroom 

• Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.