European MX B2B & Service Projects Junior Manager

Position Summary

Why join our team?

The pan-European MX B2B & Service Projects, Manager will join the team of European MX Service & Product Quality, which belongs to the department of European Customer Satisfaction Operations team.

ECSO (European Customer Satisfaction Office) reports to the Customer Satisfaction group in HQ in Korea, and is a key RHQ (Regional Headquarters) to function across 16 Subsidiaries for 35 countries in European region.

Located in Chertsey, Surrey, seeking individuals keen on advanced technologies, fast pacing tech environment, market-leading products and thrilled on the idea of creating positive impact and drive innovation.

Main scope of the role is to align the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, owning key responsibility for alignment across the European Service Network infrastructure, and to build improvement plans, ensuring planning execution and defined outcome

Key responsibilities include close collaboration with the European Field Service teams key PICs on MX part team in ECSO, core teams in Suwon Office and ETO in EO, to ensure continuous updates on status of B2B Lifecycle Services provided for all major Service operation projects, on Subsidiary and Global operation level. Also, key responsibility to verify accurate reflection on all Samsung systems and dashboards, and release a monthly Report of Projects Status & Updates.

Also, responsibility for capturing SVC Operations activity on data analysis and establish monitoring and alerting practises

Support the existing and establish new B2B & Premium Service Operation projects on pan-European level, and contribute on key Business Development and Business Expansion projects, as per Suwon Business Strategy

Responsibility on creating and maintaining the related Service Business documentation and all related consolidation of supporting Service Network Operations & Partners operation, and ensure compliance at best potential

Own and manage key Product Quality management for B2B related systems, apps, operations. Validation of key Network health points, identification of potential risks or misalignment and engage the corresponding teams and communication with European subsidiaries and HQ to ensure effective and timely resolution

Manage product quality and service quality feedback on B2B products and services, and on premium Service Operations. Address issues related to challenges, improvement points, effectiveness and efficiency activity from the European Subsidiaries and align to other regional experience for unified Global management. Coordinate documentation, communication and reporting, for alignment and seamless operation on EU Regional and Global level on SVC Operation performance

Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to escalate to Suwon improvements, and align with Subs for adjustments or redesign on strategy and action plans

Support forthcoming new technology developments on B2B products and Projects management across the EU Subsidiaries

Collaborate closely with the MX Product Quality PIC & Service Delivery PICs in ECSO and across European Subsidiaries for alignment on pan-European B2B and SVC Projects operation, to ensure best potential for driving customer engagement and satisfaction

Contribute on the weekly conference calls with Subs by participating updates and actions for alignment and follow up, in collaboration and alignment to EU MX Product Quality PIC & MX SVC Operations PIC for joint efforts and holistic coverage on EU MX part

European travel may be required occasionally subject to business needs

To be successful, you will possess the following skills and attributes :

• Knowledge and understanding on Data analysis, Business management, Business operations, Compliance to EU Regulations and Company policies – previous experience would be an advantage
• Understanding of Mobile business, Mobile product in market, Mobile operations and services, Mobile Care over Lifecycle. Familiarity with the field support channels and related terms NPS, UX would be ideal
• Understanding of industry standard important metrics along with correlation to the day to day activities such as Mobile Care, NFF%, Defect%, CRRR% (Bounce Ratio), OOW / IW – desired but not essential for the role
• Understanding of trends on graphs / charts, and willing to learn more
• Experience on participating on agile projects or working under agile practises
• Passionate about technology and innovation
• Flexible & agile to adapt to workload changes
• Communication skills & open minded approach is a must
• Comfortable with Microsoft Excel, Word and Power Point
• Excellent English, oral and written – other language skills is an advantage
• BSc or equivalent degree in Business…