Project Manager – ( Net Promoter Score / Customer Satisfaction / Digital / Korean Speaking ) Role overview
You will support the European lead for NPS enhancements (Net Promoter Score) to drive improvements in customer sentiment on Samsung.com and associated customer touch points.
The role is paying £318pd and is inside IR35, hybrid based in Chertsey
Your key responsibilities
Manage and deliver both projects and tasks that support improving NPS
Pursue timely completion of NPS enhancements within our 17 subsidiary markets across Europe
Read and interpret NPS reports to support the NPS lead establish where the issues and opportunities lie.
Propose enhancements to improve customer satisfaction and NPS results
Use influencing skills to help our markets (17 in Europe) deliver NPS improvement tasks
Proactive review of projects on a weekly basis and be able to anticipate potential trouble and prevent it. Not only manage by exception.
Document the project progress and monitor the actual progress compare to the plan and report to PMO/NPS lead respectively
What we need for this role
Have experience of NPS or customer satisfaction in a digital environment
Work at pace and accurately manage tasks and projects whilst clearly documenting progress
Strong team player, able to work effectively as part of cross-functional and distributed team.
Effective analytical skills to grasp complexities and perceive relationships between problems, issues and solutions.
Excellent communicational skills (stakeholder management, negotiation, influencing) including strong skills in active listening
Exposure to the collaboration tools such as Jira/Confluence is preferred.
Advanced Power point, Words, Excel skills
Ability to manage and prioritise workload comprised of multiple projects
Requirement to work 3 days in the Samsung European headquarters – Chertsey
European travel may be required, there is potential to be in a Europoean location for up to 10days (typically just twice a year)