Position Summary

Why Join our Team?

With the fast changing trends in consumer behaviour towards shopping online and purchasing directly from manufacturers, Samsung has made growing its Direct to Consumer (D2C) business one of its global strategic priorities. The D2C Division of SEUK are on a mission to make purchasing direct from Samsung the best way to own and experience a Samsung Product. Whether it is a new phone, watch, television or washing machine we want customers to think Samsung.com first.
Sitting within the D2C Division, this role will be responsible for shaping and implementing the SEUK MX CRM deployment calendar and audience targeting. You will drive innovation, consideration, growth and revenue across our Mobile Experience product range (Smartphone, Tablet, Watch, TWS and Computing). With a strong focus on Email, Push, SMS and Shop App, you will deliver tailored, segmented, best in class customer communication strategies that also align to the broader Samsung business objectives. You will deliver this through strong collaboration with a wide range of stakeholders both internally and externally.

Role and Responsibilities

Your Key Responsibilities:

To help shape and implement the SEUK CRM Strategy:

• Develop, implement, and report on the performance of, the MX CRM commercial strategy aligned to the yearly promotional calendar; with a core focus on delivering highly segmented and targeted flagship campaigns.

• Ensure both our MX campaign-based and always-on activity is delivered on time and to budget

• Take responsibility for the DTC/MX CRM Relationship.  Liaising with and presenting to Suwon, BSD, leadership teams and broader marketing teams across MX and DTC to align on CRM campaign activity.

• Lead on programmes of work with the CRM agency to test new ideas and initiatives, rigorously and at pace.

• Be an ambassador for customer marketing across the wider business, building strong relationships and developing new ways of working.

CRM Strategy & Development

• Work with the CRM Lead and D2C Commercial team to develop our MX CRM strategy. Deliver against commercial KPIs and CRM engagement goals through smart campaign prioritisation and effective audience segmentation.

• Have total ownership of all MX CRM campaigns, from writing the agency CRM  brief, to campaign execution, to post campaign analysis and actions.

• Working with the retained CRM agency (Digitas) create and present back clear quarterly contact strategies that deliver against business needs across the full suite of MX products.

• Maintain and develop Stakeholder ways of working ensuring clear end to end processes are in place that allows for relevant input and timely campaign deployment.

• Achieve and exceed MX commercial D2C metrics, through retaining, winning back, acquiring and driving cross-sell, from the Samsung CRM database

• Develop enhanced audience segmentation and personalisation through the use of data insights.

• Report back on key engagement, retention and sales performance metrics on a weekly basis

• Adhere to, and enforce, the contact rules of how often we contact our customers and prospects, and for what reason (e.g. sell, retain, inform, and capture data)

• Develop insightful and actionable post campaign reporting and analysis, with clear takeaways and recommendations to optimise future activity

CRM Campaign Development & Execution

• Work with both Global teams and Divisional Marketing teams to implement effective multi-channel CRM activities (currently through Email, Push, SMS and App), balancing short-term sales targets vs. customer Life Time Value

• Work with Division, Global and CRM agency teams to develop best in class messaging and creative that fits with the Samsung Brand, leading to relevant consumer action.

• Collaborate with the CX, Shop App and Onsite teams to better understand the consumer journey and respective difficulties/moments of truth

• Work with the CRM Lead to develop personalised and tailored campaigns targeting current rewards customers to drive repeat purchase and loyalty with in the MX space.

• Pulling on an extensive knowledge of CRM standard methodology, drive innovation across all areas of CRM from audience selection through to creative look and feel.

• Work closely with the CRM Trigger Manager to develop effective automated lifecycle marketing, designed to enhance customer loyalty, satisfaction and long-term engagement and reduce reliance on manual sends

Agency Management

• Direct both the CRM strategic agency (Digitas) & CRM deployment agency (SDSE) on projects, holding them to account in regards to hitting all relevant deadlines and commercial results.

• Work in partnership with our retained CRM agencies, to develop contact strategies and messaging matrixes for each customer segment and promotion developed by Samsung.

• Work with the agency to develop a robust test and learn approach, improve ways of working and ensure the delivery of post campaign analysis to present back to partners

• Hold the agency teams to account to deliver actionable CRM strategic developments against our core CRM projects, improving our ability to make our communications more relevant & effective, and ensure operational excellence

• Ensure all CRM activity falls within the defined agency scope of work

Working Across Boundaries

• Act as a bold Samsung CRM representative within internal meetings, liaising with members of the marketing and product teams daily

• Be a customer champion and drive forward a customer first agenda

• Work as part of a cross-category marketing team to ensure CRM activity supports and develops the end to end customer experience, developing our Samsung owners into true advocates for our brand

• Develop CRM standard methodology use cases that can be held up as best in class and present back to the wider European as HQ CRM teams

• Ensure the timely sharing of MX campaign learnings with the CRM CE Manager, building best practise throughout the team.

Team and Culture

• Lead by example and be a beacon for doing things right

• Act as both a coach and a mentor to the current CRM Apprentice and Graduate team members.

• Inspire the team to work creatively and collaboratively to meet goals

• Contribute fully to the D2C team culture – that delivers on our targets, celebrates success and has fun whilst doing it

What we need for this role

To be successful, you will possess the following skills and attributes:

• Proven understanding of standard methodology customer marketing and routes to market

• Commercially focused whilst putting the customer at the heart of every decision

• Demonstrable experience in audience segmentation and creative excellence

• Experience in managing agencies and leading cross-functional teams

• A successful influencer with the ability to clearly communicate ideas

• Excellent verbal and written communication skills

• Self-motivated, driven, creative problem solver and very resilient

What does success look like?

The ideal candidate will develop and implement the Samsung CRM contact strategy. You will be comfortable putting yourself in the customers’ shoes and taking tough decisions to ensure we meet commercial targets whilst protecting against over targeting. With the ability to tackle complex audience segmentation as well as an eye for creative excellence you will lead the agency team to meet commercial and engagement targets. With the ability to build quick and meaningful connections you will use your experience to drive the CRM agenda throughout the D2C team as well as across UK, European and HQ partners. You will be a real teammate contributing fully to develop the culture within the D2C team. You will be an excellent communicator at all levels with the ability to problem solve continuously and respond positively to ongoing change

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week

• Bonus scheme linked to individual, team and company performance

• Car allowance (delete if not appropriate)

• Pension contribution

• Three volunteering days each year

• Holiday - 25 days plus bank holidays and an additional day off for your birthday

• Access to discounts on a wide range of Samsung products

• Access to a discount shopping portal

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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