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.
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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 and Performance based incentive plan for all levels
• Employer paid Medical and Dental coverage from day one
• Group RRSP plan that helps you save for the future
• Free on-site gym to get your sweat on
• Subsidized Cafeteria; including free Starbucks coffee/latte machine
• Tuition Reimbursement to keep you learning/Access of Samsung U for 24/7 online learning
• Employee Referral program- we want great talent like you!
• Virtual Pet Care-to ensure the well-being and health of your beloved furry companions!
• Additional Well Being Days for better work life-balance!

Position Summary:

The Senior Manager, Retention, Loyalty & Personalization plays a vital role in the DTC Marketing team, responsible for the overarching personalization strategy across S.com/Retail to accelerate retention, loyalty and lifetime value through Email, PN & SMS channels. This individual focuses on innovation, development of new capabilities and advancements in automation, while continuously enhancing our existing CRM and Shop App channels. This role will be the owner from end-to-end for communication of our new Annual Upgrade Program to develop communication strategies for new customers and existing customers.

The primary duty of the Senior Manager is the ongoing management of personalized programs through targeted messaging and placement strategies, executed in collaboration with agency teams and internal marketing and technology partners. This role works directly with the sales team to build the strategic segmentation, offers that will continue to drive below the line execution. This role connects the dots to deliver enhanced customer experiences and optimize the buying journey.

This individual is responsible for strategically defining and leading program development by linking the customer experience with segmentation and business priorities to optimize OMNI Channel opportunities, localization to support the growing store channels and digitial commerce. The ideal candidate possesses a blend of strategic marketing, technical expertise, and analytical skills to create and deliver initiatives that enhance user engagement and drive business growth.

This role has key ownership of DTC segmentation through insights, Global guidelines and setting direction for future lifetime value of Samsung customers. This role is key to development strategies to support growth and transition of all categories, while continuing to ensure OPT-in, Engagement and Revenue targets are achieved.

Role and Responsibilities

Essential Duties and Responsibilities:

 

Developing and implementing personalization strategies

•       This involves defining the overall approach to personalization, setting goals, and outlining the roadmap for execution. Align for promotional offers, channel communication and drive for global best in class strategies with Big Data teams and local teams.

 

Analyzing user data and behaviour

•       Understanding customer preferences, browsing history, purchase patterns, and other relevant data points to identify opportunities for personalization and integrating across CRM and Shop App touchpoints.

 

Manage budgets and provide governance support

•       Manage DTC budget spend, optimization and new align with Brand Marketing teams to ensure overall optimization for traffic, CVR through CRM communications.  Represent DTC in governance structure to ensure DTC commercial strategies, aligned KPIs for revenue and landing experiences are consider for all customers and segments.

                                       

Collaborating with cross-functional teams

•       Working closely with marketing, merchandising, and other teams to integrate personalization efforts across different channels and touchpoints. 

 

Develop and implement EPP (direct) and SMB Email strategies

•       Working closely with EPP team to ensure we provide a strategic approach to our direct EPP partners Quarterly/Monthly Email as well as a new SMB onboarding strategy with a lens to provide solutions and value to our new Small business customer segments.

 

Conducting A/B testing and experimentation

•       Utilizing A/B testing and other experimentation methods to evaluate the effectiveness of CRM and personalization strategies and identify areas for improvement. 

 

Monitoring and analyzing key performance indicators

•       Tracking relevant metrics such as engagement, conversion rates, revenue, and customer satisfaction to measure the impact of personalization efforts. 

 

Ensuring privacy and compliance

•       Adhering to data privacy regulations and ensuring that personalization and CRM efforts are conducted responsibly. 

 

Program Management:

 Strategize, ideate, and oversee the execution of the Personalization and communications roadmap that improves the customer experience and drives business results.

Create scalable personalization roadmaps and lead cross-functional teams into new optimization opportunities that align with delivering a highly relevant customer experience.

Develop strategies for loyalty communications through online/off-line channels to ensure Members, Rewards and Fandom accelerate within DTC and key communication channels.

Leverage customer segmentation and insights to develop target, messaging, and placement strategies to bring cross-channel customer journeys to life across the marketing channels.

Manage the end-to-end journey for all CRM, working closely with cross-divisional marketing teams to ensure a seamless connection between digital marketing channels (social, search, email, SMS, Shop App, etc.) and personalized retail/ecommerce experiences (personalized search, recommendations, and content).

Develop content strategy for all CRM opportunities, elevating the experience of our launch product strategy and boosting the appeal to our target customer segments.

Work closely with the merchandising team to ideate, integrate, and optimize consumer experience journeys linking to CRM and Shop App tactics.

Develops campaign briefs setting clear direction, KPIs and targets, including objectives, deliverables, and timelines.

Implements loyalty program objectives as guided by headquarters, and creates the link between global priorities and local relevance.

Accountable for all CRM & Loyalty KPIs, including EM, SMS, SMP/Shop App Push, Rewards, and Shop App downloads and MAU.

Accountable for GTM/Communications for AUP program at launch, trade-up and retention for customers with level of segmentation to achieve business targets

  

Operations Management:

Monitor, interpret, and act on CRM and loyalty channel results, as well as business and customer outcomes weekly with support from agency partners.  Delivers weekly report with KPI management and channel insights.

Works with agency partner to implement personalization and push notification (Shop App) plans and drive effectiveness across tactics.

Works with agency partner for DTC deployments (Email, Push, SMS) and partners with Content Manager to ensure with online-offline data analytics, geo-targeting with localization for SES/S.com approach

Manage CRM channels and communications calendar, including brand communications and targeted/personalized CRM communications, ensuring alignment with business priorities.

Partners with Content Manager on all campaigns and creative execution to ensure integration across all touchpoints and on-time delivery of all assets. Integrates CRM plan into the holistic 52-week calendar.

Skills and Qualifications

Requirements:

Knowledge:

Proficient in marketing fundamentals, with particular focus on the consumer journey, personalization, loyalty, life-time value and CRM communication strategies.

Strong capabilities in taking market, consumer, and industry insights and translating these into specific actions to drive positive consumer sentiment and commercial results.

Demonstrated ability to listen to various points of input, and bring those together with your knowledge to sell a vision of the strategic direction.

Self-motivated, resilient, with capabilities to work with limited supervision.

Decisive with the ability to manage complex issues.

Proven ability to function effectively in a team environment.

Excellent communication and collaboration skills.  Proven ability to effectively communicate with technical and non-technical audiences and work effectively in a team environment.

Strong analytical and problem-solving skills, with data-driven thinking.  Ability to analyze data, identify trends, and develop effective solutions.

 

Education:

Bachelor’s degree in Marketing, Communications, or related field, preferred.

Experience:

8+ years of experience in CRM, personalization, and/or loyalty, preferred.

Demonstrated capabilities in project management, developing and leading strategic corporate initiatives that require meeting aggressive timelines, and managing a variety of internal and external stakeholders

Experience with personalization technologies and platforms. Familiarity with tools like Adobe Experience Manager, Adobe Analytics, AppsFlyer, or similar platforms. 

Strong understanding of creative and copy design principles, to be able to direct development and provide ongoing recommendations and feedback for improvement to the creative agency

Knowledge of data privacy regulations with an understanding of regulations like CASL and how they apply to personalization and CRM tactics

Forward-thinking capabilities in personalization, with a strong understanding of creative and copywriting to support conversion rate optimization.

Has a wide range of experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.

Works on complex issues where analyzing situations or data requires an in-depth evaluation of variables. Exercises judgement in selecting methods, techniques and evaluation criteria to obtain results. Determines methods and procedures on new assignments and coordinates other's tasks.

May manage a group such as coordinating activities regarding costs, methods and staffing.

Typically requires at least 8 years of related experience and a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years.

The salary range for this role is expected to be between $105,000 to $145,000 and reflects base salary only. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience. This posting is for a current job vacancy.

The total rewards package for a Regular Full-Time employee may include a variable incentive, savings matching (RRSP/TFSA/NRSP), extended health and dental benefits with spending accounts, wellness and well-being benefits, development opportunities, and other employee perks.

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.

Please note that we reserve the right to remove or modify job postings at any time.

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