Junior CRM Campaign Manager-Loyalty

Position Summary

Why Join our Team?

With the constantly evolving trends in consumer behaviour towards shopping online and purchasing directly from manufacturers, Samsung has made growing its Direct to Consumer (D2C) business one of its global strategic priorities. The D2C Division of SEUK are on a mission to make purchasing direct from Samsung the best way to own and experience a Samsung Product. Whether it is a new phone, watch, television or washing machine we want customers to think Samsung.com first. And then keep coming back to us.

This role will be responsible for crafting and implementing the SEUK CRM calendar with a strong focus on our post purchase experience and building customer loyalty. Focusing your priorities on Email, Push, SMS, Shop App and the Samsung Members App, you will deliver tailored, segmented, outstanding customer communications that also align to the broader Samsung business objectives.

Role and Responsibilities

Your Key Responsibilities:

Customer Lifecycle Triggers

• On-boarding Triggers: update content based on a clear briefing provided, across a suite of emails that customers receive during the first year of device ownership, covering Mobile, TV and DA categories.

• Abandon Triggers: Implement changes to the abandon cart and browse triggers based on clear briefs from the CRM lead. Work with our CRM agencies to update content and time of send in order to increase conversion rates from customers in market.

• Retention Triggers: maintain the customer retention programme through regular emails sent to customers between months 18 and 36-post purchase. These provide timely, relevant reminders at points customers may be considering upgrading to a new Samsung device or leaving for a competitor and the content should always reflect the latest models and offers in market.

Samsung Loyalty Programme

• Support the CRM, Rewards and Loyalty Lead and Strategy Team, to manage the day-to-day email campaign implementation of our CRM loyalty programme communications, including both triggered and one off campaigns. This will include creating agency briefs based off business needs, reviewing data briefs and managing collaborators for creative approval prior to send.

• Actively look for opportunities to embed Samsung Rewards into all CRM activity. Working with your CRM colleagues explore options to include in emails from weekly flash sales, through to dedicated rewards earn and burn activity.

• Create and implement the Email and Push communications for the Samsung Rewards Tier expansion (Q3 2024). Working with a wide range of partners across SEUK, EO and HQ, you will be responsible for communicating all changes to customers in a clear timely fashion

• Take ownership for developing and presenting back, clear and integrated critical metrics for Rewards and Loyalty success.

Samsung Members:

• Coordinate the master campaign calendar for all Samsung Member activity; maintaining agreed consumer contact frequency rules, communication principles, and working with the DTC and Divisional teams to prioritise audiences.

• Work with the UX team to effectively develop seamless user experience and consumer journeys to drive loyalty

Data Analysis:

• Support with audience-targeting recommendations to develop and grow our SEUK customer base, ensuring we target the right customer, with the right message at the right time.

• Identify audience opportunities for SEUK to leverage loyalty propositions to reduce churn, and increase cross-sell and upgrade.

• Set clear goalposts with critical metrics and create a robust measurement framework to test, learn and optimise campaigns and report results.

Agency Working

• Work alongside the agency to develop a robust test and learn approach, improve ways of working and ensure the delivery of post campaign analysis.

• Collaborate with Agency Partners to ensure activity is being delivered on time, to budget and driving for results. Hold agency partners accountable, spending SEUK budgets effectively and efficiently.

Skills and Qualifications

What we need for this role

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

• A high knowledge of customer marketing and routes to market.

• Commercially focused whilst putting the customer at the heart of every decision.

• An understanding of customer segmentation and creative excellence.

• Experience of working with agencies and leading cross-functional teams.

• Strong strategic, analytical and commercial competence.

• A successful influencer who also knows when to disagree and commit.

• Excellent verbal and written communication skills.

• Self-motivated, driven, a creative problem solver and resilient.

• Lead by example and be a beacon for doing things right.

• Be willing to support the wider CRM team with tasks when needed.

• Contribute fully to the D2C team culture – that delivers on our targets, celebrates success and has fun whilst doing it.

What does success look like?

The ideal candidate will implement the Samsung Loyalty and Retention Strategy, driving improvement in core critical metrics in partnership with the CRM Rewards and Loyalty Lead. With the ability to tackle multiple work streams at once as well as an eye for executional excellence you will drive improvements in our post purchase, and customer retention, experience. You will build quick and meaningful connections and you will use your relationships to drive the CRM agenda throughout the D2C team as well as across UK, European and HQ partners. You will be a real teammate contributing fully to develop the culture within the D2C team. You will display excellent communication with the ability to problem solve continuously and respond positively to ongoing change.

Benefits of working here at Samsung include:

• Hybrid working (3 days office & 2 days at home)

• Bonus Scheme

• Pension contribution

• 3 x volunteering days each year

• Holiday - 25 days per annum plus bank holidays and an additional day off for your birthday!

• Access to staff sales discounts on a wide range of Samsung products

• Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

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