Service Product Specialist

6 months ago

Chertsey, United Kingdom Samsung Electronics Full time

Position Summary

Why Join our Team?

This opportunity sits in one of the teams closest to our customers. The Customer Experience (CX) team’s role is to examine new ways to engage customers, look for opportunities for the CS team and to ensure customers get the best support we can provide.

As a team, we look at bringing in new initiatives that improve the customer journey. We bring to bear customer feedback and see where we can optimise our processes and engagement to delight customers, whenever they have an issue with our products or services. The CX team has several areas of focus, these being digital engagement, non-face to face channels (such as online and phone), Business-to-Business (B2B) and CX innovation and insights. This placement will sit in the CX innovation and insights team and will have a direct role in driving a new revenue generating initiatives, including extended warranty sales.

We are a dynamic team that prides itself on innovative ways of improving CX in a fast paced and often challenging environment that can give you a lot of job satisfaction by delivering the best experiences for our customers while driving new revenue opportunities for Samsung.

Role and Responsibilities

Your Key Responsibilities:
We are seeking a self-starter, someone who can come in and help drive new services for Samsung Europe. Primarily aftercare focused we recognise the importance of retaining your customers through excellent experiences but also there are opportunities for our business in the services we offer.

The main aim of this role is to drive new services across our business and build upon new paid for services such as extended warranty, door to door, premium installation, smart things and priority services. Key responsibilities will include:
- Have strong experiences for enabling aftercare services through eStore- A self-starter who can be the guide to all partners in implementing sales (Service Related Product such as extended warranties, premium installation) and how to promote services- Have a strong working knowledge of services as a product, sales through eStore and other channels- Responsible for generating service revenue streams by developing compelling frameworks and product offers; Product management skills are required- Ability to interpret and analyse data to tell compelling stories around services that can drive revenue but also factor in customer experience- Able to work with numbers and develop compelling stories through visualisation and commercial understanding; Strong Project management and Consulting skills are desirable- Ability to expand initiatives such as extended warranties would be an advantage

Skills and Qualifications

What we need for this role

Key competencies & characteristics of the role will include:
- Co-ordination and facilitation between our CS team, our European markets, eStore team and HQ, so presentation skills and being an effective communicator will be important- Good with numbers, interpretation and visual representation (i.e. PowerPoint)
- Graphically inclined, someone who understands that the story and visuals are as important as the content (i.e. data and charts)- The role will require the ability to understand complex platforms and systems, such as stock management, marketing, cloud, CX, CRM and ERP and how they work together (non-technical but understanding tools would be an advantage)- Ideally suitable for someone with an insight background who can develop ideas with data and use this to influence others- Work with and lead partner discussions and presentations to ensure everyone is brought along on the journey to turn our services into revenue opportunities that benefit customers- Ability to think wider and understand the impact services can bring to a business in terms of profitable contribution as well as enhanced experiences

What does success look like?

Success in this role will be to have strong offers for Service Product such as extended warranties, premum installation and new service offers for sale on our eStore. We expect this role to have a direct impact on customer support contribution to Samsung’s revenue’s but also be a leading light for future services like installation. We need someone who can build upon development work for for our extended warraties at the European and market level and be confident of success with customers, making them 1) attractive and 2) profitable.

Day to day deliverables will include but certainly not be limited to:
- Support and develop new aftercare initiatives and build plans on how we might expand- Look at ways in which we can increase revenue contribution of services but strike balance with customer experience- Develop our pricing strategy for Service related product such as extended warranties and co-ordinate with partners- Ensure we have profitable yet attractive customer deals, pricing analysis and optimisation- Support development teams but also provide suggestions or solutions to often challeng

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