ShopApp Manager

Position Summary

Drive and boost Samsung online sales growth through Samsung ShopApp in COUNTRY. The D2C ShopApp Manager will oversee the successful management and optimization of App sales, campaign execution, personalisation strategies, customer acquisition and retention programs. This is a high impact role where you will be responsible for driving growth and enhancing the customer experience across ShopApp, ensuring that beyond sales growth customer satisfaction, Net Promoter Score (NPS) and overall App performance align with the company goals.

Role and Responsibilities

• Lead the strategy for ShopApp in COUNTRY for the continuous growth of App as a sales channel
• Lead & manage the execution of the App CX strategy measuring the right customer metrics, and identifying any risks to customer retention ensuring any obstacles to adoption are handled swiftly
• Collect and analyse customer feedback and turn insights into action plans 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 & 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), 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
• Collaborate with Suwon & MENA Offices on product launches, campaigns, & communication strategies

Develop and manage creating synergies between Samsung App ecosystem to expand offerings and improve customer satisfaction

Skills and Qualifications

The role requires excellent business acumen and good stakeholder management as well as technical skills.

• Strong understanding of mobile customer journey as well as optimization and customer behavior on applications including best practices and experience managing eCommerce applications 
• Strong understanding of mobile App ecosystem, with experience in scaling Apps
• Proven track record of managing App rollouts in multiple markets, with experience in regional strategy across diverse geographical areas
• Strong understanding of CX principles incl. NPS, user centered design & App performance metrics
• Develop action plans to improve NPS scores and overall customer experience including identifying root causes of quality issues and develop recommendations for improvement
• Confident communicating with senior stakeholders and presenting insights to recommend a change in direction
• 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
• Strong analytical skills to be able to track & generate data based insights & build recommendations
• Demonstrated ability to learn quickly, and manage change effectively while being comfortable working in a fast-paced, deadline-driven environment

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