Manager, Customer Service Loyalty Programs

Position Summary
At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.

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If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in have a ton of fun…. then please keep reading

Our Perks

• Fantastic employee discount on all Samsung products
• Competitive Salary and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions
• Additional Well Being Days for better work life-balance

Manager, Customer Service Loyalty Programs will play a pivotal role within Corporate Service driving customer satisfaction and brand loyalty by seamlessly blending service excellence with sales-oriented strategies. This position focuses on building strong relationships with retailers, dealers, and consumers, while promoting the Samsung Service Brand and driving sales through the implementation of the Endless Aisle concept. Manager, Customer Service Loyalty Programs will be responsible for enhancing the customer experience, addressing inquiries, resolving concerns, and ensuring that Samsung's products and services are presented in a way that maximizes sales opportunities. Additionally, the role involves leading cross-functional projects to improve service delivery, fostering brand reputation, and supporting initiatives that drive customer loyalty and product quality perception. Manager, Customer Service Loyalty Programs will be responsible for all service consumer retentions programs, development, execute and monitor.

Role And Responsibilities
Essential Duties and Responsibilities:

• Engage with Retailers/Dealers/Consumers/Customers in a friendly, professional, and helpful manner.
• Respond to customer questions, requests, and concerns promptly and accurately.
• Investigate and resolve customer issues efficiently and effectively.
• Promote the Samsung Service brand and create Service Awareness through positive interactions and feedback.
• Lead Customer Retention Management sales efforts and promotional activities.
• Develop and implement strategies to retain customers, including identifying at-risk accounts and taking proactive measures.
• Build and maintain strong, long-term relationships with existing customers through regular communication and personalized service.
• Develop and implement strategies to retain customers, including identifying at-risk accounts and taking proactive measures to address their concerns.
• Identify opportunities to upsell and cross-sell products or services, ensuring customers receive the full value of our offerings.
• Track and report on key performance metrics, including customer retention rates, sales performance, and customer satisfaction levels.
• Work closely with cross-functional teams, including marketing, product development, and customer support, to ensure a cohesive approach to customer retention.
• Address and resolve customer issues promptly, ensuring a positive experience that fosters loyalty.
• Maintain accurate field service visit documentation and issue resolution.
• Consult and advise leadership on process and performance improvement opportunities that will foster growth, improved customer satisfaction, and operational efficiencies.
• Develop, execute, and manage operational project plans, field visit schedules, followed by managing vendor issues.
• Develop and foster strong working relationships with all vendors, stakeholders, management, and suppliers.
• Develop CRP campaigns to include a complete media mix including PR, owned and paid media.
• Assist in design and create printed CRP marketing materials such as flyers, brochures etc.
• Collaborate with vendors for Samsung service branded merchandise Distribute service manuals on process to retailers, customers and consumers. Develop a Branded Service scorecard to manage vendor performance and compatibility with the Samsung business.
• Strategically use consumer feedback market data when necessary, and additional support to the sales teams.
• Work collaboratively with internal Service teams and functions with the overall aim of meeting customer expectations and business objectives.
• Provide KPI analytical information to improve customer service quality based on requests from HQ, NAHQ, and the Service Organization.
• Develop retention programs and innovative activities that will ensure Samsung Service can provide best in class loyalty programs.
• Responsible for ADHOC departmental requests that are within scope of job function.

Skills And Qualifications
Education:

• Degree in business or related field

Experience

• A minimum of 7 years' experience in operations field preferred which may include a combination of customer service, field marketing, external vendors, marketing, product and process management etc.
• Experienced professional with full understanding on specialized areas; resolves a wide range of issues in creative ways.
• Works on problems of diverse scope where analyzing data requires evaluating identifiable factors. Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
• Normally receives little instruction on day-to-day work and receives general instructions on new assignments.
• Typically requires minimum 5 years' of related experience and a Bachelor's degree, or 3 years and a Master's degree; or a PhD without experience.

The salary range for this role is expected to be between $85,000 to $115,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.

The total rewards package for a Regular Full-Time employee may include a variable incentive, savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.

Samsung is an equal employment opportunity employer.
Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.
We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.
Please note that we reserve the right to remove or modify job postings at any time.
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