Manager, Customer Satisfaction Planning

  • Company:
    Samsung Electronics America
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    13 hours ago
  • Category:

**Position Summary**

Lead new customer experience innovative projects

Lead SCEI, NPS analysis and satisfaction improvement projects and activities

Coordinate and integrate projects cross areas to develop new industry standards

PIC for customer journey improvement

**Role and Responsibilities**


+ Customer service division strategy developer aligned with LAO and HQ

+ CS Roles and Responsibilities guardian, HR specific tasks related

+ Regional point of contact for events coordination and consolidated reporting

+ Develop best practices and activities to increase NPS, Overall customer satisfaction and SCEI

+ Analyze Service Team KPIs, analyze any variation with the current processes and detects improvement opportunities.

**Customer experience**

+ Customer Journey improvement PIC and Project management of related programs

+ Benchmark cross industry best practices related with customer experience

+ Propose projects and ideas related with Customer Journey Off and Online

+ Customer touchpoint analysis and enhancement management

+ Voice of customer analysis and project management

+ Cooperate and closely work with Customer Experience sales dept.

**Digital Services**

+ Lead the digital transformation of customer satisfaction area

+ Move from offline base services to online platform

+ Develop online services for Samsung Customers

+ Marketing and sales platform development related with CS

+ Digital world evangelist

**Skills and Qualifications**

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