Position Summary Why Join Our Team The Customer Experience team in Samsung UK is responsible for all aspects of support across all products, Consumer Customers and Business Clients alike. It sits as a key pillar of the overall organisation alongside Sales, Marketing and Finance locally whilst forming part of the global Customer Service infrastructure. In Customer Experience, we support customers throughout the whole product ownership lifecycle from pre-purchase advice, throughout all aspects of product support in life, and then again at the point where replacement purchase is being considered. Our support is provided through self-help Online digital support tools, through Agent led contact centre channels, and through a network of engineer resources on the high street, in customers’ homes and through a network of central repair centres. Being part of the Customer Experience team for Samsung provides the exciting opportunity to engage with all aspects of customer support throughout the company to drive brand loyalty and thus organisational success and growth This is an exciting opportunity to join our MX Service Delivery Team as a Partnerships Manager. The MX Service Delivery Team covers Samsung Mobility category (Phone, Tablet, PC, Hearable, and Wearable) and provides a support experience to Samsung customers across the lifecycle of their product. The Partnership Manager is a critical role in all aspects of the operating model. Reporting into the Head of MX, you will be the primary point of contact for our extensive and diverse MX Partnerships infrastructure. You will be responsible for building and maintaining strong relationships with them, exploring new opportunities to elevate the support proposition. This will require you to work collaboratively with these external organisations to ensure continuity of service delivery and operational robustness. Continuously improving customer experiences by proactively identifying B2C and B2B fulfilment requirements and pressure points. This acts to maintain high service delivery for our mobility product set across are internal and external partnerships, delivering against global scorecards set by Suwon. We are absolutely passionate about delivering a premium level of customer support experience you associate with our brand. Working within MX Service Delivery, you will share that passion and be a fundamental part of the team that’s delivers an enhanced customer experience every time whilst finding new ways to elevate the support that we deliver. Purpose of the Role You will be accountable for the building and nurturing of deep and trusted partnerships across the MX service delivery network. Relationship focused, the role demands a people first approach that drives a values based connection right across our partnership community Being the focal point for key stakeholder engagement. For example, but not limited to; MX commercial team, 3rd party service providers such as Insurance underwriters, ASC partner network, channel partners, Business Services Centre and Contact Centre service providers As an integral part of the MX Leadership Team, you will apply thought leadership to the planning, defining and execution of the core strategic objectives of CX, MX ensuring they are tuned into to the wider business objectives Working in close collaboration with the MX commercial team, you will plan and execute projects to scale our ability to drive income. Specifically the curation and delivery of an elevated support proposition through our CX partnerships You will be Responsible for the design, implementation and delivery of our B2B Dealer Service Centre Programme. Focussed on our Compute category, you will work closely with the MX commercial team to align on strategy and define those new partnerships we want to associate with to support the Compute revenue and market share ambitions Helping shape the positioning of the Samsung Care product within the market, you will collaborate with key stakeholders to redefine the GTM, customer journey and support proposition for our proprietary insurance product A progressive forward thinking leader, you will drive the CX discovery programme to identify new partnerships that can strengthen our ability to offer compelling support propositions that underpin our commercial strategy and complement the existing partnership infra You will need to Invest significant time in the coaching, mentoring and developing direct reports to optimise existing resource, drive peak performance and grow your people, given them the ability to flourish With your direct reports, you will develop, document, report and govern processes around the delivery of services to meet Samsung requirements. Managing the implementation and delivery of Warranty Services, ACS and Contact Centre scorecards, Samsung Quality Awards Role And Responsibilities Purpose of the Role You will be accountable for the building and nurturing of deep and trusted partnerships across the MX service delivery network. Relationship focused, the role demands a people first approach that drives a values based connection right across our partnership community Being the focal point for key stakeholder engagement. For example, but not limited to; MX commercial team, 3rd party service providers such as Insurance underwriters, ASC partner network, channel partners, Business Services Centre and Contact Centre service providers As an integral part of the MX Leadership Team, you will apply thought leadership to the planning, defining and execution of the core strategic objectives of CX, MX ensuring they are tuned into to the wider business objectives Working in close collaboration with the MX commercial team, you will plan and execute projects to scale our ability to drive income. Specifically the curation and delivery of an elevated support proposition through our CX partnerships You will be Responsible for the design, implementation and delivery of our B2B Dealer Service Centre Programme. Focused on our Compute category, you will work closely with the MX commercial team to align on strategy and define those new partnerships we want to associate with to support the Compute revenue and market share ambitions Helping shape the positioning of the Samsung Care product within the market, you will collaborate with key stakeholders to redefine the GTM, customer journey and support proposition for our proprietary insurance product A progressive forward thinking leader, you will drive the CX discovery programme to identify new partnerships that can strengthen our ability to offer compelling support propositions that underpin our commercial strategy and complement the existing partnership infra You will need to Invest significant time in the coaching, mentoring and developing direct reports to optimise existing resource, drive peak performance and grow your people, given them the ability to flourish With your direct reports, you will develop, document, report and govern processes around the delivery of services to meet Samsung requirements. Managing the implementation and delivery of Warranty Services, ACS and Contact Centre scorecards, Samsung Quality Awards Your Key Responsibilities: Foster and nurture strong relationships across our CX Partnership community to manage and maintain support and repair processes from first contact to repair completion. Through those partnerships, deliver a complete Post Sales MX Services proposition which aligns to CX strategic outcomes and meets then exceeds customer requirements and expectation Provide the mentoring and coaching to keep developing the team through performance driven goals and maintaining succession and continuity across various roles in an environment that is both enthusiastic and ambitious to do well. Scope and design support propositions capable of shifting the dial and elevating our ability to differentiate in CX. Examples would include Swap service, uplifted terms and enhanced service delivery through our CX partnerships Explore new and innovative opportunities with our MX commercial teams that support their GTM proposition and growth ambitions across category and then Ensuring our CX partnerships are operationally ready to deliver an elevated support proposition Specifically focused on the customer journey and partnership execution of our Samsung Care product and associated services De-risk the partnership support infra by looking for new and innovative relationships that can complement the existing support network Develop relationships with the wider Samsung SEUK and EO teams to support delivery of services within agreed performance levels and aligns with strategic objectives of the business. Manage Performance reporting criteria across the Service Partner network and ensure daily, weekly and monthly monitoring to ensure high performance at all times. Ensuring Cost Awareness throughout. Look at continuous ways of making efficiencies and improvements through quality improvements, establish new ways of working, challenging the norm etc. Skills And Qualifications What we need for this role Core Competencies; Previous management experience or clear ambition to develop leadership capabilities Proven track record of working within a diverse team Outcome focused with a clear vision and ability to develop strong relationships with internal and external stake holders. In depth knowledge of support operations Experience in managing & delegating to others. Clear evidence of driving partnerships to achieve excellence in service delivery Forensic and tenacious attitude to understanding operational process management in detail Confident communicator who can inspire and empower colleagues, with strong listening skills and the ability to elicit feedback from all team members Excellent customer focus - committed to treating customers in a fair and consistent way Tenacious approach to problem solving including complex technical enquiries Passionate about technology and consumer electronics, with experience of solution based platforms and an interest in new and emerging technologies Previous exposure to developing and implementing continuous improvement both in process, technology and working practices Deep working knowledge of Samsung products Clear business vision and ability to develop strong business relationships with internal and external stakeholders. Essential Soft Skills; You’ll need to be a strong communicator with a positive, can-do attitude You will be people focused, able to work co-operatively as part of a team You will have a proven ability to manage a team to work to deadlines Ability to work with clients and professionally represent Samsung during every interaction Strong client facing skills with the ability to build relationships Highly organised, with the ability to multitask, prioritise effectively, and work with agility under pressure in a fast paced environment Fluent in English (both written and spoken) with the highest level of verbal and written communication skills 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. 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