Rewards Program Lead

6 months ago

Chertsey, United Kingdom Samsung Electronics Full time

Position Summary

Why join our team?

Work on a custom loyalty program that is available on global level of Samsung business and quickly see your impact on the program by managing European strategy which should become the framework of each European local market. Work with extremely smart, equally nice, and collaborative people, as well as a group of down-to-earth leaders who get stuff done. Work with diverse partners, strive to do the right thing, the right way and continuous improvement using our always evolving manifesto.

Role and Responsibilities

The Rewards Program Lead plays a critical role in delivering European retention & loyalty Strategy - taking responsibility for integrating & executing Rewards campaign and communication plan for customer loyalty, improving customer retention and optimising life time value. The role will report into Head of DTC Retention Programs.

This role will lead an indirect Rewards marketing team and lead the planning of Rewards commercial / marketing campaigns (one off campaigns and always-on) all with an objective of driving retention, engagement and loyalty to Samsung via Samsung Rewards program. You will bring together business experts (HQ, local subsidiaries, EO) with you and your team in order to do this.

You will be our expert within the EO Data Marketing team; responsible for driving success of Samsung Rewards program, meeting critical metric targets and commercial objectives to support our Samsung eStore growth.

You should be commercially savvy with a strong understanding of customer data and be able to use customer analytics to develop and optimise engagement with customers and drive commercial value. You are comfortable and excited by a fast moving and changing environment and be very strong across CRM and loyalty marketing where retention has been key. As a new role in the business it will be ideal for someone who is looking to develop a new function and make an immediate impact.

A breakdown of key responsibilities:- Day-to-day management of 2+ FTEs in virtual team- Design, handle and implement the Customer Loyalty rewards campaign & communications plan, creating timely customer rewards programs that will increase loyalty, retention and encourage segment migration, ultimately resulting in improved metrics and customer lifetime value- Handle launch of Rewards tiering program and Rewards integration into different Samsung services & apps across different markets and be the lead contact for HQ and EU markets.- Create messaging framework for different target audience to increase Rewards sign-ups- Optimise and deploy the Rewards benefits associated with the understanding eStore Profit & Loss and return on investment- Agency/partner management by setting up a RFP and briefing/ review sessions to get internal sign-offs.- Facilitate and handle all of the Rewards program related communication flow between European office and European markets through collating local partner’s reviews and feedback on campaign proposal and execution plan.- Support handling the Rewards program budget and understand customer financials to build cost-effective programs- Generate analytics to define Rewards KPI’s and measure customer segment performance based on good understanding of Samsung eStore performance- Identify improvements - build and analyse relevant reports and use the insight to improve strategy/process going forward- Work with wider group of EO marketing team and HQ to create the suite of assets required for Rewards program campaigns- Initiate customer research and recommend new strategic loyalty opportunities- Work closely with the senior Management across HQ and Europe to ensure all European Rewards and DTC counterparts are aligned and coordinated between HQ, the full EO marketing org, and the subs.- Input, develop and spearhead the regional requirements to HQ for ongoing Rewards Platform development (Adobe, Samsung internal Rewards systems)

Key competencies should include:
- Leadership experience, preferably at a regional level- Strong partner management experience gained in complex, matrix and European/Global environment- Strong marketing background (minimum 8 years) with strong digital experience- CRM / Loyalty track record, with preferred experience in building customer lifecycle programmes, handling data, working with propensity modelling, etc- Knowledge of eCommerce marketing and Adobe targeting- Excellent examples of loyalty campaign execution, putting consumer insight and experience at the heart- Budget management: experience of delivering business results on time with large (€2M+) budgets- Able to balance data-driven mentality with creative sensibility, with a clear understanding of what constitutes customer-centric copy and design- Experience of creating and driving multi-touchpoint marketing plans across digital channels- Strong team and agency management skills; comfortable leading teams, providing creative feedback, driving performance.- Ability to invol

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