Why do we need this role?
Demonstrate to internal CX partners that Digital Customer experience is critical to the success of ‘in life’ product support with our end users, be they; consumer, business or channel partners.
SEUK is targeted with growing its direct to consumer (DTC) business in an ever changing market, digital is a key area of growth across the Samsung business. With this in mind, the need to drive greater volume of end users into the Samsung support funnel is more important than ever before.
Once in the support funnel the customer journey will need to be reflective of our digital mission…..”offer solutions, not just repairs” – simplicity of journey, including the right content is critical to the success of Samsung loyalty.
The role will be an integral part of a wider CX digital team underpinning the overall customer journey for end users seeking support for their Samsung products or services.
The CX Digital Specialist will work across local, European, HQ and partner teams to strengthen and ensure CX support propositions are front and centre of the digital Customer Journey.
The role will also encompass enhancing the overall Samsung customer experience and support extended to customers regardless of point of contact, Channel or DTC.
Role and Responsibilities
Key Responsibilities:
-Create effective strategies for search engine optimization-Undertake research for SEO friendly keywords-Monitor technical search engine optimisation issues and help in fixing them-Optimise the content of support pages across i.e. Learn | Repair | Contact-Coordinate off-page search engine optimisation within Samsung community, social and partner communities-Analyse insights and create a report on all aspects of SEO including; the audience, traffic, views, clicks, rankings, etc.-Collaborate with the CX Social Media Team during the SEO of CX marketing campaigns-Stay up to date regarding search engine optimisation and marketing standards
Key Objectives:
-Grow Samsung’s presence within key organic search terms making Samsung ‘P0’ for all key product support searches-Bring to life the Digital Strategy and make Digital support our culture-Identify current weaknesses and gaps across ‘support’ within the Samsung.com domain-Understand and promote the CX digital strategy to the wider Samsung business inc HQ teams to ensure that core messages and objectives are aligned between teams-Support the development of a long-term digital strategy including tactics for incremental growth-Work across Samsung UK and Ireland adopting the ‘One Samsung’ and ‘Closer’ as a team approach to ensure consistent delivery across the whole customer journey-Act as the primary ‘go to’ for the CX team to share feedback and VOC on search terms and results-Nurture relationships with partner agencies and support the CX – UX and Customers Journey Manager with:-Web development – front and back end-UX front end design-Digital trends and future technologies-QA & UAT testing-In collaboration with marketing, brand and CX, develop a unique personality and tone of voice befitting of Samsung within the support domain-Deliver on specific activities and tasks attributed to wider CX projects that require digital enablement-Policing and auditing of 3rd party businesses for unauthorised usage of the Samsung name which may harm our brand and lead to customer dissatisfaction and impact loyalty
Skills and Qualifications
What do we need for this role?
-Expert in Search Engine Optimisation (SEO) and Search-Engine Marketing (SEM) and Pay Per Click (PPC)-Strong comprehension of search engine algorithms and associated trends-Knowledge of web analytics tools e.g. Clicktale, Google Analytics, etc.-Proficient with Technical SEO, Content Marketing and Search Marketing techniques-Outstanding written as well as verbal communication skills to support both presentation and copy writing requirements-Digitally fluent in UX design and build including website architecture -Knowledge of Social Media Marketing is a must-
Measures of success:
-Increase conversion rate of current and future traffic-Incremental volume of out of warranty repairs and opportunities-Grow and maintain key performance indicators such as:-Customer Effort Score (CES)-Net Promoter Score (NPS)-Conversion (qty and £)-Bounce rate %-Customer Satisfaction (C-Sat)-KPIs across whole customer journey (on-line & off line)
