CRM & Loyalty Manager

Position Summary

Create the unthinkable and #ReimagineYourFuture with Samsung, one of the most successful and fastest growing technology companies in the world. We are a dynamic business, launching an incredible number and range of new products every year. We firmly believe that our product ecosystem and portfolio of innovation set our brand apart.
We have an opportunity for you to join Samsung Electronics Australia (SEAU) to make a difference as our CRM & Loyalty Manager in the Direct-to-Consumer (DTC) division.
This role is both strategic and operational, where you will lead a team of 3 to drive the execution of Samsung's online strategy and take ownership of our DTC channels.
You will be responsible for developing and refining content & services product positioning whilst identifying market opportunities across diverse digital touchpoints, including websites and e-commerce channels.
This is the ideal role for a digitally savvy online web producer who welcomes the prospect to thrive in an environment where change and challenge is welcome.

Role and Responsibilities

Strategic Leadership

• Initiate, lead, and deliver the CRM, Retention, Loyalty & Data Strategy & Roadmap within Samsung Digital Channels (including email, push, apps, paid media)

• Drive the strategic integration of CRM, Loyalty & Retention programmes, aligned with business strategy (B2C and B2B) and other post-purchase customer touchpoints

Delivery & Ownership of Loyalty Program

• Lead and manage the long-term Samsung loyalty/membership program, across multiple touch points (email, web, app, chat, social, eStore etc.) and continuous innovation of the loyalty strategy

• Owning proposition development, customer research and roadmap requirements with the technical team. Alongside, continued pilot reward/content activity to improve long-term loyalty.

• Lead and manage the Loyalty Customer Data & Analytics framework. Work in close partnership with Regional Office Consumer & Marketing Insight team to build meaningful segmentations (e.g. scoring/modelling) & required research to innovate and meet consumer needs.

• Lead, manage, and optimise the complex lifecycle and triggered communications via Email, Push Notification, Apps/Services, Paid Media, SMS/Instant Chat to drive increased customer retention & loyalty.

• Deliver against our commercial objectives to support our Samsung eStore growth e.g. increasing loyalty and retention, increasing cross-sell, contributing to DTC sales.

Supplier / Stakeholder / Project Management

• Work within a complex, multi-vendor framework

• Engage and co-ordinate with multiple parts of the organisation (Sales, Customer Service, Product Divisions, eCommerce, etc.) and partner agencies to help define short and long term strategy for Loyalty

• Build strong relationships with stakeholders - a great attitude and openness is needed to navigate in this multi-cultural environment, understanding when to push and when to pull is a must.

Skills and Qualifications

• 8+ years of CRM data-driven and digital marketing experience

• Track-record of implementing CRM and loyalty marketing plans across various digital touchpoint/channels (email, push, app, web etc.) to drive Retention & Loyalty

• Expertise in developing and selling-in new propositions & business cases

• Strong agency / team management skills; comfortable leading multi-cultural teams, providing both strategic and hands-on operational feedback and evidence of driving results.

• Team player who is passionate and possess excellent communication skills, relationship building skills and a drive to succeed.

What sets us apart from the rest?

At the heart of our DNA is the pursuit of excellence and bringing innovation to everyone, faster than anyone. Join a talented team of energetic, passionate and hardworking people that are committed to the customer and delivering solid results. In return, we will give you the tools to help nourish your development, wellbeing and fast-track your career. When you work for Samsung Australia, you can look forward to:

• Competitive remuneration package

• Free on-site parking

• Generous employee discount across our products

• Ongoing professional development opportunities

• Discount across over 400 retail partners

• Discounted gym membership

• Onsite wellness space

Join us and #ReimagineYourFuture.

The nature of this role and level of responsibility may require reasonable additional hours over and above 37.5 hours per week and may also require work outside of ordinary hours.

#LI-Midsenior #LI-SEAU

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