Director Premium Care Strategy Samsung Electronics Ridgefield Park

Job Description: • 2-minute read •
Responsibility for existing protection and extended warranty products such as Samsung Protection Plus including: - Improvements to the core operation and product offering - Pricing and acquisition models - Expansion plans and long term roadmap • Development of new premium care products including:
Watch: Career Advice

- Competitive research - Product conceptualization and testing - Commercial viability analysis - Operational scalability assessments • Partnering with Service Marketing on go to market strategies including: - Key service product promotional opportunities - Identification of cross-promotion opportunities with key Samsung product launches - Assistance with 3rd party retail partnership and re-seller relationships • Help define key differentiators between premium and standard service offerings: - Work with Customer Experience Design team to ensure premium services are value additions to standard service offerings, and can be leveraged to help continually drive up the standard of service for basic support - Partner with operations teams to build efficient sustainable models for premium support products - Develop a continuous improvement roadmap to help retain premium customers through consistently improving service offerings

Necessary Skills / Attributes
• Minimum of 15+ years of Product Development, Service or other relevant industry experience • Experience in the consumer electronics, home appliance and/or mobile industry preferred • Understanding of customer segmentation and how to leverage insights to develop product offerings • Experience leading product teams • Experience conducting consumer research • Experience managing 3rd party agencies • Familiarity with key customer analytics such as Customer Effort and Net Promoter • Ability to effectively communicate research findings and resulting recommendations • Excellent verbal and written communication skills • Customer service driven with excellent relationship management skills • Ability to effectively engage with, and present to, all levels of management • Ability to facilitate collaboration with diverse groups/stakeholders • Team oriented, but able to work independently and manage multiple tasks • Self-directed, self-motivated, and results-oriented • Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word

Follow @aarenhr

Send To A Friend