Job Description
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), the role is expected to expand over time to become part of the Project Management Office (PMO) for several strategic initiatives.
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.
Requirements
- Minimum Bachelor's Degree (MA, MBA etc. preferred)
- Min 10 years of work experience, including 3+ years of people management preferred.
- 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.
- 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.
