Manager eStore D2C NPS Customer Advocacy

1 month ago

Dubai, United Arab Emirates Samsung Engineering Full time
  • The primary responsibility of theManager of NPS & Customer Advocacy is to ensure thedelivery of a seamless eStore customer experience across allchannels, stages, and customer-facingtouchpoints
  • They will lead and manage theexecution of the customer experience strategy and the customeradvocacy programs while ensuring the business is measuring theright customer metrics, and identify any risks to customerretention while ensuring any obstacles to adoption are handledswiftly. They will also collect and analyse customer feedback, andturn the insights into actionable recommendations to driveimprovements
  • They are the representative of thevoice of the customer within eStore and they will use theirinfluence within the organization to drive actions with differentinternal stakeholders to ensure customersatisfaction
  • Define effective strategies tocollect customer feedback across the customer lifecycle journey(surveys, reviews, or supportinteractions)
  • Creation and ongoing maintenanceof CX reports and dashboards to ensure that customer voice isrepresented and advocated within the organization, and any threatstowards customer retention, experience, or recurring revenue areescalated
  • Build relationships across D2C andwider business to push customer agenda – Buildrelationships with key D2C customer-facing teams(Marketing/Commercial/UX/ CS) whilst sharing learnings with thewider divisional teams to demonstrate to wider business how D2C arepioneering customer-first approach to deliver total businessgrowth
  • Work with the existing D2C teams toensure that they are comfortable with the customer metrics andactions being shared; communicating with them on a regular cadenceto guarantee the customer objectives are front of mind in allrelevant workstreams
  • Become a champion of theD2C customer narrative within the wider business by buildingrelationships with teams outside of D2C; and demonstratinglearnings/ actions which have led to improved performance– in turn, leading to incremental customer propositionsfor D2C consumers
  • Champion, interrogate, andshare customer feedback– Champion customer insight byensuring brand metrics and experience data-points are consistentlyinterrogated and feeding into the ongoing cadence of customerreporting, encompassing conclusions across pre/mid/post DTCpurchase journeys to further inform businessdecisions
  • Ensure that key experience metricssuch as NPS (Net promoter score), CSAT (Satisfaction) and CES(Ease) are represented within the regular cadence of reportingshared with key teams; with appropriate context against commercialand customer health trends included to informrecommendations
  • Understand customer base, thentransform their needs into reality by managing multiple programsand projects to build the right experience forcustomers
  • Work with the technology teams toensure a seamless brand and buyingexperience
  • Compiling weekly & monthlyreports – feeding back to the senior management team andadvising on strategy
  • Identify opportunities andrisks for Samsung vs. competition within D2C/ eRetailerenvironments
  • Support, direct and coordinateSamsung local teams across categories to setup harmonizedimplementation strategy and activities with regional ones andconduct working sessions for further understanding of regionalstrategy and enhancingimplementations

  • Manager eStore D2C NPS Customer Advocacy

    1 month ago

    Dubai, United Arab Emirates Samsung Engineering Full time

    The primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...

  • Manager eStore D2C NPS Customer Advocacy

    1 month ago

    dubai, United Arab Emirates Samsung Engineering Full time

    The primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...

  • Manager eStore D2C NPS Customer Advocacy

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Samsung Engineering Full time

    The primary responsibility of the Manager of NPS & Customer Advocacy is to ensure the delivery of a seamless eStore customer experience across all channels, stages, and customer-facing touchpointsThey will lead and manage the execution of the customer experience strategy and the customer advocacy programs while ensuring the business is measuring the right...

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