App Strategy

Position Summary

Samsung MENA Office is currently operating regional eStores for selected MENA markets. The D2C Online team serves as the center of excellence for enhancing Samsung MENA’s leadership position in eCommerce by maximizing customer experience, brand presence and sales growth across online channels. The D2C App & CX Strategy Manager will oversee the successful management, rollout and optimization of newly launched ShopApp across multiple markets. This is a high impact role where you will be responsible for driving growth and enhancing the customer experience across our regional e-commerce platforms, ensuring that customer satisfaction, Net Promoter Score (NPS) and overall App performance align with the company goals.

Role and Responsibilities
- Lead the strategy for continued rollout of the ShopApp in multiple markets as well as continuous growth of App
- Lead and manage the execution of the App CX strategy measuring the right customer metrics, and identifying any risks to customer retention while ensuring any obstacles to adoption are handled swiftly
- Collect and analyse customer feedback and turn insights into actionable recommendations to drive improvement
- Coordinate with regional teams to ensure smooth launch timelines and local market adaptations
- Partner with cross functional teams (commercial, product, and marketing) to ensure alignment on App strategy
- Ensure the App integrates with digital marketing campaigns, promotions and sales initiatives
- Analyze and optimize user flows, navigation and personalization features to enhance customer satisfaction
- Creation and ongoing maintenance of CX reports and dashboards to ensure customer voice is represented and advocated within the organization, and any threats towards customer retention, experience or recurring revenue are escalated
- Define effective strategies to collect customer feedback across the customer lifecycle journey (surveys, reviews, or support interactions)
- Ensure that key experience metrics such as NPS (Net promoter score), CSAT (Satisfaction) and CES (Ease) are represented within the regular cadence of reporting shared with key teams; with appropriate context against commercial and customer health trends included to inform recommendations
- Understand (App) customer base, then transform their needs into reality by managing multiple programs and projects to build the right experience for customers
- Analyze user feedback and data to generate actionable insights for (App) CX improvement - feeding back to the senior management team and advising on strategy
- Ability to prepare clear KPI reports and present insights of media and eCommerce activities to key stakeholders
- Collaborate with HQ and regional markets on product launches, key campaigns, and communication strategies for App
- Develop and manage creating synergies between Samsung App ecosystem to expand offerings and improve customer satisfaction

Skills and Qualifications
- Bachelor/Master degree in Marketing, Business/IT or relevant field.
- 7+ years of experience in eCommerce and customer experience management with a proven track record of achievements.
- 3+ years of experience in leading customer advocacy teams and/or VOC programs.
- Strong understanding of mobile App ecosystem, with experience in scaling Apps across multiple markets
- Proven track record of managing App rollouts in multiple markets, with experience in regional strategy across diverse geographical areas
- Strong understanding of CX principles, including NPS, user centered design and App performance metrics
- Confident communicating with senior stakeholders and presenting insights to recommend a change in direction
- Proven experience in strategy, customer experience/ quality management and project management, coupled with knowledge of eCommerce trends, competitive landscape and digital customer experience
- Ability to report to top management and build clear and concise reports and decks with sufficient detail
- Knowledge of working with eCommerce systems, payment gateways, ticketing tools (JIRA), NPS tools (Medallia)
- Conceptual and strategic, but also must embrace being an owner; getting involved in the details of the business and making things happen
- Comfortable in a collaborative environment; flexible and open to ideas from all areas and levels of the organization, but also confident and decisive
- Ability to handle multiple demands efficiently, while being extremely organized maintaining high attention to detail
- Knowledge of e-commerce trends, competitive landscape and digital customer experience
- Experience with content management systems as well as A/B testing and personalization tools
- Solid knowledge of website analytics tools (e.g., Google Analytics, Adobe)
- Excellent communication skills and the ability to clearly articulate marketing objectives and initiatives
- Fluent in English and Arabic, French is a plus