**Position Summary**
Our vision in Samsung Care is for Care to become a reason to buy Samsung. In order to bring our vision to life in Care Marketing, we must create the building blocks for strategic marketing of Care brand benefits and integrate into Samsung’s brand and product strategies. The Senior Marketing Manager, Customer Care and Experience will own bringing this vision to life in our marketing efforts by defining the path and executing on this plan.
**Role and Responsibilities**
+ Define and drive Care value proposition and entitlement matrix of Care services delivered to Samsung customers, leveraging consumer insights research to validate. Integrate consumer learning, brand analysis, category understanding, competitive activity, brand positioning and previous best practices to drive recommendations and plans. The Care value proposition and entitlement matrix of free/premium Care services should directly impact / increase loyalty & retention and lifetime customer value, and increase profit from premium services revenue (NPS 70, CSAT 90, 25% increase premium services).
+ Serve as the key advocate on behalf of Care leadership and program owners, ensuring Care is leveraged as a key differentiator in products’ overall consumer value proposition.
+ Act as primary liaison between Care and Corporate Marketing, Demand Generation, Content & Services, and Customer Insights, negotiating inclusion in divisional marketing spends to execute Care marketing priorities (equivalent to $25M spend).
+ Own agency relationships and Care marketing budget as required to plan and execute Care marketing priorities. Define key success factors and manage program analytics to drive maximize effectiveness of marketing investments.
+ Act as primary liaison with HQ on global marketing strategy, negotiating and determining best course of action for local implementation within US.
+ Leads comprehensive cross-functional go-to-market activities for new Service launches.
+ Drive strategy and execution for Care ATL/BTL calendar, media and events that align with Samsung’s broader marketing and product strategies.
+ Oversee promotion and field marketing support, e.g. trade shows and events, order management, and copywriting/design review.
**Skills and Qualifications**
+ 12-15 years of experience in various marketing disciplines such as Brand, Product, Channel, Media, Communications, and Design
+ Possesses executive presence, with the ability to inspire confidence and articulate a vision to peers, direct reports and senior leadership
+ Experience working in the context of a large, complex, global organization where collaborating across boundaries and leading through influence are keys to success. Negotiates “wins” across functional and divisional boundaries
+ Strong problem solving skills in breaking down complex issues and leveraging different sources (e.g. data & insights, team inputs) to develop solutions
+ Excellent communication skills in identifying and connecting with internal/external stakeholders to create effective and collaborative working relationships
+ Ability to navigate and prioritize in ambiguous situations; work independently and manage several projects and initiatives concurrently
+ Master’s degree or related education ideal
Samsung Electronics America provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability or any other characteristic protected by law.
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