Marketing & Communications Manager
Samsung, United Kingdom
Job Description
Role and Responsibilities
Purpose of the Role:
We believe great CX (Customer Experience) is ‘another reason to buy Samsung’ and the role is tasked with bringing this story to life. Our customer facing taglines are ‘No one knows your Samsung like we do’ and ‘We’ve got your back,’ meaning that Samsung should be front of mind when a customer needs support with their product and that we are there for them whenever they need us.
As part of the wider Customer Experience Team(CX) the role will manage all brand, marketing and communications for the UK and Ireland. Samsung has moved to a digital first approach for Customer Experience(CX) and this where we begin all messaging, campaigns and communications.
The role aims to bring consistency to the CX brand while aligning with the overall brand strategy by rolling out consumer relevant messaging alongside raising awareness of our CX offerings and content through all channels.
This will be delivered by maintaining and growing close working relationships with the wider business and by demonstrating to internal CX stakeholders that Brand and Marcoms are critical to the success of ‘in life’ product support with our end users, be they; consumer, business or channel partners.
As we move towards a more sustainable future we need to explain the steps we are taking to measure and reduce our carbon footprint while continuing to deliver the great experience that is expected of our brand.
Key Objectives:
Lead the development of a long-term CX Brand and Marcoms strategy including tactics for incremental growth
Develop marketing campaigns to promote CX propositions - make Samsung the customers first choice when looking for support with their product by bringing to life the tagline – ‘No one knows your Samsung Like we do’
Align all branding utilised across Samsung’s CX channels and partners – both physical and digital – signage, van livery, uniforms, emails etc.
Align with the wider business around marketing campaigns including pre and post purchase communications.
Promote the why, how and what the CX Brand adds to the wider Samsung business including HQ teams to ensure that core messages and objectives are aligned between teams
Work across Samsung UK and Ireland adopting the ‘One Samsung’ and ‘Closer’ as a team approach to ensure consistent delivery across the whole customer journey
Act as the primary ‘go to’ for all Brand, Marketing and communications in the CX team.
Lead and manage all relationships with partner agencies in relation to:
Branding – budget, design, approval and implementation
Marketing – budget, targets, activity, reporting
Communication – consistent and relevant CX messaging while protecting and enhancing the overall brand story.
In collaboration with PR, brand and CX, develop a unique personality and tone of voice befitting of Samsung
Deliver on specific activities and tasks attributed to wider CX projects that require branding, marketing and communication.
Job Specification
Skills and Qualifications
Key Responsibilities:
Own the Samsung CX Brand identity – consistency and development in line with the overall Samsung brand strategy
Write, collate, align and approve all CX communications to customers from Samsung and partners – emails, FAQ etc.
Secure budget from the wider business for marketing/brand CX campaigns
Align with cross division marketing campaigns to deliver our CX message direct to consumers
Undertake research into what customers expect from Samsung when looking for support and how we can get our message out to more of our customers.
Work alongside the CX-Digital User Experience Team to develop the CX Brand identity throughout Samsung.com
Policing and auditing of 3rd party businesses for unauthorised usage of the Samsung name which may harm our brand and lead to customer dissatisfaction and impact loyalty
Regular reporting of all activity with analysis and insights on all aspects of brand, marketing and communication
Stay up to date with all trends and technology
What does success look like?
Measures of success:
Grow and maintain key performance indicators such as:
Net Promoter Score (NPS)
Customer Effort Score (CES)
Customer Satisfaction (C-Sat)
Brand awareness, familiarity, consideration and advocacy
Impact of activity
Direct repair volume %
Sustainability accreditation
Industry awards
Why do we need this role?
The need to tell the story of CX and what it adds to that of the wider Samsung brand is now more important than ever. SEUK is targeted with growing its direct to consumer (DTC) business in an ever changing market. With this in mind, the need to drive greater volume of end users into the Samsung support funnel is critical to this growth.
In order to secure growth customers must know what each and every product comes with in regards to aftersales support and experience.
The CX – Brand and Marcoms’ Manager will work across local, European, HQ and partner teams to ensure CX propositions are front and centre when you require support. Working alongside the CX – UX and Customer Journey Manager the goal for customers is to offer solutions not just repairs.
The role will also encompass aligning the overall Samsung customer experience and support extended to customers regardless of point of contact, Channel or DTC.
Competencies
Expert in Brand, Marketing and communications
Knowledge of or a history in Service/Services Marketing
Broad background of working across multiple teams to deliver projects
Knowledge of customer journey management is a requirement.
Outstanding written as well as verbal communication skills to support both presentation and copy writing requirements
Competent in English written and oral communications
2nd language also a ‘nice to have’
Characteristics
High attention to detail
Great people manager and motivator
Solutions orientated
Able to think big when required
An interest in sustainability
Strong on process management
Self-confident and effective communicator
Diligent Operator that is able to work under pressure
Ability to work autonomously and within a team collective
Ability to present key data to a wide audience
Desire to explore and test new technologies
A willingness to change and try new things…whatever it maybe
Great personality coupled with a positive attitude and outlook