Position Summary
At Samsung Electronics Canada, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. We want the best of the best at Samsung to join our team, not just those who fit into our Culture but those who will ADD to our Culture and make Samsung an even better place to work.
Did we catch your attention yet?
If you want to work for one of the most recognized brands in the world and one of the Top 100 Employers in Canada...and have a ton of fun…. then please keep reading!
Our Perks:
- Fantastic employee discount on all Samsung products
- Competitive Salary
- Employer paid Medical and Dental coverage from day one
- Fantastic employee discount on all Samsung products
- Free on-site gym to get your sweat on
- Subsidized Cafeteria; including free Starbucks coffee/latte machine
- 4-day in-office work schedule Monday through Thursday – with Friday remaining a flex day to work remotely
- Employee Referral program- we want great talent like you!
- Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
The Manager of Customer Retention and Loyalty Marketing will be responsible for developing, monitoring and optimizing a Customer Loyalty and Retention Strategy for Samsung Canada. You will align best practices and processes across multiple product lines. In this role, you will work closely with the Direct to Consumers Sales and Analytics and Retails teams to ensure an Omni-Channel lens is achieved, optimizing as needed. You will also collaborate closely with all category/Line of Business teams, Corporate Marketing/CRM team, Brand marketing teams and relevant agencies to continually establish, measure and optimize KPI’s for Customer Growth/Loyalty and Retention (i.e. Revenue, Engagement, NPS, ROI, Lifetime Value Churn Rate etc.)
Driving strategy, setting priorities, expanding capability and delivering on ambitious revenue goals working at the intersection of business, big data, analytics, and marketing is your expertise. Work closely with our Director of Retail - Direct to Consumer Marketing to analyze existing customer behavior for Samsung Experience Stores and S.com looking for areas of opportunity and executing campaigns to re-engage these customers.
You will develop a clear retention strategy that supports optimizing the customer experience, maximize lifetime value, and reduce customer churn, ultimately unify our customer touch points and product lifecycles.
Role and Responsibilities
Strategy Development (Audience, Segmentation and Personalization)– 35%:
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Lead the strategy development of a comprehensive OMNI Customer Loyalty and Retention Program beginning with customer onboarding through to post purchase experiences and beyond.
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Collaborate with Corporate Marketing/CRM, Data and Analytics teams to identify and build the appropriate audience segments for customer growth and to identify leading drivers for retention.
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Build and implement trigger Based, micro targeted and personalized below the line campaign.
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Collaborates with Website and Retail teams to inform and influence customer journeys off-line and online to provide a second to non-customer experience.
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Collaborate with Corporate Marketing/CRM teams to build customer experience, commerce and customer lifetime value into the touch points while increasing the product life cycle into the customer journey
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Develop and drive the testing to improve every customer touchpoint to drive lifetime value and profit.
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Partner with cross-functional leaders to establish new opportunities to deepen customer loyalty (i.e. Shopping Apps, Subscription Membership program, Financing) to drive LTV, reduce churns/skip
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Deeply understand the customer, their needs, wants, demands, and desires and the external Loyalty Program landscape (including partnerships) through continuous research and learning and become the go to resource for Customer Loyalty and Retention at Samsung.
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Continuously evaluate and optimize the existing loyalty levers (etc. Members Program, Airmiles), to provide a holistic and seamless customer experience.
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Collaborate and build retention marketing for to drive B2B customers to drive business results and optimize the B2B buyer’s journey.
Measurement, Analytics and Reporting – 35%:
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Determine the KPIs and build the dashboards to ensure that the strategies are executed effectively in the context of the larger functional goals.
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Create, execute, and continually optimize a data-informed testing plan.
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Devises and executes A/B and other tests to continually optimize. email/SMS/Social program. Leads analysis on email and other performance recommending and implementing action items, new tests, and any areas of opportunity for advanced segmentation.
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Forecast, measure, and report on results of retention efforts against identified metrics and opportunities for scale.
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Help drive the digital build and optimization of a customer account and loyalty program, continues to scale growth, expand channel mix, and drive lifetime value by building habits & loyalty for unique customer segments.
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Collaborate with the creative team to develop a deep understanding of what resonates with customers and optimize content/messaging accordingly.
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Creates daily dashboard and weekly / monthly reports on retention marketing performance with key findings and implications.
Execution – 30%:
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Briefs the Corporate Marketing/CRM Team and leads project management team to ensure setup and scheduling of all campaigns inclusive of all triggers, events and pricing/promotions to drive commerce through Email, SMS, affiliate, SEM, new media channels with opportunities in Stores, S.com and B2B
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Devises and executes A/B and other tests to continually optimize all programs to accelerate retention revenue, CLV, ROAS and customer leakage targets recommending and implementing action items, new tests, and any areas of opportunity for segmenting.
Skills and Qualifications
Education:
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Bachelor’s Degree in Business, Marketing, Communications, or related field preferred
Knowledge/Skills:
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Strong analytical and problem-solving skills, with the ability to translate data into actionable marketing tactics, recommendations and strategies.
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5+ years proven Customer Retention and Loyalty experience in a Direct to Consumer, Omni Channel – Retail focused team or organization is critical. .
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Extensive experience working with CRM, Data Warehouses, campaign development, execution and measurement.
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Experience building, managing and optimizing Customer Loyalty Programs in a Direct to Consumer and Omni focused organization.
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Successfully tested into and launched retention efforts at scale (from acquisition to attribution/winback).
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Both 'direct response' and branded campaign experience and has driven meaningful results
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Analytical, quantitative and qualitative skills including a strong understanding of online marketing, with experience in rigorous performance data environments, analyze and optimize marketing programs and growth initiatives.
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Knowledge of leveraging and integrating 1p data across digital marketing platforms to drive revenue and conversion and to create meaningful and personal customer experiences both onsite (.com) and offsite (browsing activity).
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Knowledge of testing practices including A/B, multivariate, etc.
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Content strategy experience across digital, email, SMS, Chat, social phone and in-box marketing
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Some working knowledge of digital media, digital analytic tools, measurement platforms, including (but not limited to) Adobe Experience Manager, Google products (Google Analytics, Google Ads, Google Data Studio), FB Ads/Audience Manager etc.
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Superb communication and presentation skills
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Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment
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Ability to create strong relationships across functions, geographies and global head quarters
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Strategic problem solver, creative, hands-on, stress-tolerant, agile and adaptable, strong bias for action start-up experience and scale up would be preferred
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Stays up to date and informs marketing leadership on emerging and leading edge industry trends, tools, best practices in performance/growth marketing, bringing innovative ideas and strategies to drive continuous improvement.
Samsung is an equal employment opportunity employer.
Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.
We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.
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