Role and Responsibilities

Position Overview:

Reporting to the Senior Director, of North America Headquarters (NAHQ) Customer Satisfaction (CS), the North America Headquarters (NAHQ) Customer Satisfaction (CS) Strategic Planning Manager is responsible for overseeing and managing the strategic planning and implementation of customer service initiatives within Samsung Electronics America (SEA) and Samsung Electronics Canada (SECA) Customer Satisfaction organization. This role requires an individual who is adept at analyzing customer needs and trends and using that information to create innovative strategies that improve customer satisfaction, retention, and loyalty.

The role will develop and implement customer service policies and procedures, monitoring customer feedback and implementing improvements, and collaborate with other departments to ensure consistency and coherence across the organization. Additionally, this role involves working closely with senior management at SEA and SECA to define the organization's customer service vision and mission, as well as identifying opportunities for growth and expansion.

To be successful in this role, strong leadership skills, excellent communication and interpersonal abilities, and the ability to think strategically and make informed decisions is critical.

Overall, the Customer Service Strategic Planning Manager plays a critical role in ensuring that SEA and SECA CS organizations' customer service operations are effective, efficient, and aligned with the company's overall strategic goals and objectives.

Responsibilities and Duties:

1. Develop the following CSD strategies and planning documents and keep current

- Service Channel Strategy

- Customer management excellence strategy

- Management plan development

2. Provide critical analytical support for business decision-making involving cross-departmental and multi-functional areas. (e.g., market-level improvement plan, market intelligence from primary and secondary sources)

3. Customer Satisfaction Division core Key Performance Indicator management and improvement action management related tasks:

- Monitor KPI trend: Analyze the KPI movements in regions and service types.

- Generate Analytic performance report

- Communicate with related internal departments as well as RHQ, HQ

- Inform the new KPIs and manage the initial setup and performance tracking

4. Market analysis related projects:

- Industry analysis: Analyze trends, patterns, early warnings, and forecasts. Utilize syndicated and other sources weekly, monthly, quarterly, and yearly

- Total addressable market analysis: Internal, external view of all categories

- Synthesize analyst reports and compile results, forecasts, and business insights

5. Leads cross-divisional collaboration or projects as needed, such as with the service division, NAHQ (CRM, online, etc.), HQ, etc

6. Development of ad hoc analyses, executive presentations, and participation in special projects

Skills and Qualifications

Background/Experience Required:

• A minimum of a Bachelor degree is required and at least 5+ years of relatable work experience in previous strategy development and/ or business planning role (MBA preferred)
• Strong knowledge of one or more consumer goods industries, preferably in consumer electronics (preferred not required)
• Strong knowledge of Microsoft Office is required, with an emphasis on quantitative analysis (advanced level Excel skills) and the creation of presentations (advanced level PowerPoint
• Previous experience analyzing customer data and feedback and developing and implementing successful customer service initiatives.

Necessary Skills and Attributes:

• Must demonstrate an ability to think strategically and formulate strategic plans to drive cross-departmental initiatives
• Must have a proven tracking record for meeting/ exceeding goals
• Very strong verbal and written communication skills and facility for establishing relationships cross-functionally and cross-divisionally
• Demonstrated ability to interact at all levels within organizations
• The ability to negotiate with and convince others in a potentially adversarial environment, including customer leadership, directors, and managers with opposing views, to accept/approve plans and project recommendations
• The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives
• The ability to write, read, interpret, explain, and act based on a thorough understanding of technical documents and contracts or related documents
• Ability to make professional business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management, and operational experience
• Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements
• Bilingual (English and Korean) preferred for effective communication between HQ and subsidiaries
• May require working additional hours beyond normal schedule as needed (to communicate with Korean leadership team)
• Willingness to travel to domestically or internationally as needed (up to 10% travel)

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more.

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