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Head of Samsung SC+ Europe

4 months ago

Chertsey Surrey, United Kingdom Samsung Electronics Perú Full time

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Head of Samsung SC+ Europe page is loaded Head of Samsung SC+ Europe Apply remote type Hybrid locations Samsung House 2000 Hillswood Drive, Chertsey, United Kingdom posted on Posted Yesterday job requisition id R92104

Position Summary

To join one of the largest CE businesses in the world and be at the very heart of the business Services strategy.

The European Telecommunications Office (ETO) Services team is responsible for developing and deploying new customer propositions across the EU region. As a result, we have a dynamic scope and a varied remit, being involved in proposition creation, content and services strategic direction and commercial partnerships.

Reporting into the VP of Content & Services team in Europe, this role has the potential to improve the lives of millions of users of Samsung devices by enabling them to protect all of their mobile eco-system Samsung devices with the market leading insurance proposition of Samsung Care+. You will be responsible for driving the performance, strategy and development of the Samsung Care+ proposition across Europe.

The role offers you the opportunity to lead the SC+ ETO Team, work across departments and markets to deliver market leading insurance propositions that delight and retain our customers while generating new business to Samsung. You will be responsible for developing and executing an aligned European strategy measured by consumer adoption of Samsung SC+, user engagement and performance against key competitors.

Samsung SC+ launched in Europe in 2018 and has gone through a rapid proposition and consumer engagement strategy since H2 2022 to become preferred device protection for Samsung users across 16 markets in Europe.

You will be expected to have a sound understanding of the insurance landscape and previous ‘GM’ type experience in driving adoption / sales attachment across both a digital online and offline consumer channel mix. The candidate will seek to understand current user needs and anticipate future needs, integrating that thinking into strategic, tactical and operational activities in order to drive growth in customer value, engagement, retention that will directly contribute to hardware sales for the European business.

Close collaboration is important, with Samsung HQ, Samsung Europe Office and across European Subsidiaries. Ability to interact and influence across functions and seniority within these key groups is a critical success factor. The role offers you the opportunity to work across departments and markets, ensuring you are delivering a market leading service.

The Content and Service team are an agile function within the wider Samsung business, allowing you to truly lead your products enhancements and innovations while being fully supported by the European leadership team.

Role and Responsibilities

Strategy

  • Act as the business lead for Samsung SC+ (short and long term strategy).

  • Liaise with Global HQ in Suwon, and local subsidiaries in Europe, to implement an aligned EU Strategy – securing engagement from all internal team members.

  • Ongoing roadmap management and presentation to leadership with regular reporting against both strategic and commercial goals.

Product Development and GTM

  • In conjunction with the Product Specialist in your team be the centre of Samsung SC+ knowledge for the Samsung Europe business including product roadmap and operational processes, utilising your technical knowledge about what is and is not possible with regards to device insurance in the EU landscape

  • Build strong and fruitful relationships with 3 key insurance partners at a c-level

  • Maintain the Samsung SC+ service at a regional level ensuring the proposition remains fit for purpose and new propositions are deployed effectively.

  • Utilise excellent stakeholder management skills, building strong relationships and hosting regular forums for all local markets, holding local product owners to account to meet joint targets.

  • Regular engagement with product owners to resolve issues or planned improvements.

  • European market validation for new launch planning and execution of global HQ initiatives.

  • Influencing and gaining support from HQ for new propositions, partnerships and features.

  • Maintaining and improving the consumer purchase journey to maximise conversion across all touchpoints

  • Work closely with our partners to maximise new opportunity and channel expansion while optimising existing channels

Reporting, Management and Operations

  • Line Management, including Senior Programme Lead & Product Manager

  • With the reporting team, track Key Performance Indicators targets including revenue, margin, policy volumes and NPS ensuring Europe is on track at all times, putting in place mitigations if forecast does not meet target.

  • In depth and regular competitor analysis.

Your key people management responsibilities
  • Provide clarity on strategy, team purpose & value and define the key areas of focus and direction.
  • Support the development of your team through regular mentoring, coaching and feedback, 1:1s and on the job learning opportunities.
  • Role model inclusion for your team to build trust and psychological safety.
  • Ensure communication with your team is a core focus area including cascade of information from LT’s and relevant business updates.
  • Handle the on boarding, off boarding process and the entirety of the colleague lifecycle process for all team members.
  • Handle all annual people management cycles such as goal setting, evaluation and salary reviews to a high quality and in a timely manner.
  • To be accountable for ensuring your team are aligned with company processes and procedures; such as compliance, meeting required business cyclical deadlines, and understanding things we value.

Skills and Qualifications

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

  • Experience of engagement with C-level management

  • Extensive experience in Insurance, with direct / indirect responsibility for sales, marketing and product

  • Experience as a business / service owner (driving insurance P&L & attachment).

  • Knowledge of insurance retail, ecommerce and indirect channel conversion

  • Enjoys developing and delivering long term vision and strategy.

  • Ability to convince, inspire, and obtain internal agreement.

  • Embraces working in an environment that is fast paced, fluid and evolving.

  • Excellent relationship management skills, with an ability to establish and maintain long term relationships with internal partners in both technical and commercial fields.

  • Detail orientated with a dynamic approach to workload and projects.

  • Effectively prioritises across multiple projects.

  • Likes ambiguity and the challenge of simplifying problems to meet consumer needs.

  • Consultative, engaging, and good with people.

  • Ability to work within a complicated matrix structure.

  • Future focused, always looking to identify and leverage consumer needs.

  • Experience in bringing new regulated products and services to market

Soft skills

  • Entrepreneurial

  • Excellent communicator

  • Results focused

Hard skills

  • Shown success at strategy design and execution leading to market share growth.

  • Strong verbal, written and presentation abilities.

  • Confirmed commericla foresight

  • Experience handling large complex projects.

  • Line Management experience.

  • Contract Negotiation

What does success look like?

  • Drive expansion and growth across Europe

  • Sustain and optimise the current Strategy for

  • Develop a robust, aligned, partnership strategy

  • Build postive relationships across HQ and local markets.

  • Critical metrics the team are rewarded for are revenue, margin, volume / attachment and NPS - deepening consumer engagement with Samsung Products.

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

  • Private medical –family cover

  • Income protection

  • Enhanced pension contribution

  • Three volunteering days each year

  • Flexible benefit portal and contribution of £55 per month - including travel insurance, gym membership, season ticket loan, Tastecard, dental insurance and more

  • 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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Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives.

Since being established in 1969 , Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at ( ). #J-18808-Ljbffr