Service Marketing Executive

Position Summary

Why join our team? This role sits in the CX Innovation team within ECSO (European Customer Satisfaction Office), which is part of the wider European Head Office in Chertsey. The team is responsible for the management of post-purchase communication, content, training and sales support across owned online and offline touchpoints. This is a new role on the team which will be responsible for an ‘always on’ calendar of service marketing initiatives, aimed at raising awareness of our customer service offerings across Europe.

By working cross-functionally and divisionally between the main European Marketing Office and 16x European Subsidiaries you will plan, implement, and evaluate service-specific marketing campaigns, define promotional strategies and commission new content. This role is pivotal to achieving greater customer engagement and driving brand loyalty at every touchpoint. It’s an excellent opportunity to work with colleagues from across the business and make a big impact to the way customers perceive and experience Samsung Support.

Your key responsibilities

This role will include but is not limited to :

• Contributing to a new European Service Awareness strategy and supporting an ‘always on’ marketing calendar to reach new audiences and drive brand loyalty.
• Developing and delivering integrated marketing campaigns across various platforms, including digital and traditional media, to promote our customer services.
• Overseeing the production of engaging marketing content such as articles, social media content, asset packs, videos, and offline content like instore posters / leaflets.
• Supporting and rolling out the Reviews Marketing strategy for all Europe.
• Analysing market trends, competitor activities, and customer needs to inform marketing strategies and identify new opportunities.
• Helping to secure and manage budgets for the creation of marketing materials.
• Tracking and analysing campaign performance data to evaluate success and make necessary adjustments.
• Collaborating with in-house teams (e.g. PR, Social, CRM, Marketing) to align and integrate our activity with wider business priorities and product launches.
• Working with external agencies to produce high-quality marketing materials and ensure it complies with brand, tone and best practice guidelines.
• Explore and leverage new technology and innovations (e.g. AI) to bring continuous improvement and efficiencies to the content we’re creating.

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

• A completed Bachelor’s degree.
• Strong organisational and project management abilities.
• Proficiency in digital marketing tools and social media platforms.
• Competent user of MS Office suite including PowerPoint and Excel, with confident presentation skills.
• Creativity and a proactive approach to problem-solving.
• Experience in managing agency resources.
• The ability to draw insights and make strategic decisions based on data.
• Excellent communication and writing skills, with the ability to build collaborative relationships with people at all levels of the business, across multiple functions.
• Ability to proactively find solutions, think outside the box, and influence decisions to better the business and / or the operation.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Proactive, driven and with a ‘can do’ attitude.

Success will be predominantly measured via KPIs such as NPS, increased service volumes and customer engagement metrics.

• The person needs a certain patience and tenacity to navigate the complex structures and processes at Samsung.
• They will be a natural communicator who can explain strategies and solutions in simple ways and gain support and buy-in from stakeholders across the business.
• In the first six months we’ll be looking for someone to have defined a comprehensive strategy and roadmap of activities which drives clear results against business goals.

• Hybrid working – 3 days in the office and 2 days at home per week.
• Bonus scheme linked to individual,…