Sr. Manager, Samsung Care – Retail Service Support

Samsung Electronics•Plano, TX

4d•Onsite

About The Position

This role is not eligible for immigration sponsorship. Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd.

Requirements

Bachelor’s degree with 8 years of experience or Master’s/PHD with 6 years of experience
experience in retail account management – preferably Sales or Customer Care at a Manufacturer
experience in Customer Relationship Management systems
experience in developing business justifications
experience reporting and presenting to senior leadership (VP and SVP)
understands industry and market trends

Responsibilities

Responsible for planning and execution of all Care activities related to Consumer Electronics Retail Channels.
Cultivate strong relationships with retailer teams, including Merchant, Service, and Delivery teams, ensuring optimal brand representation in the marketplace.
Act as the main point of contact for Retailer Corporate Teams, addressing their requests and needs, and directing inquiries to the appropriate internal team.
Share relevant updates from Samsung, including new processes, policies, and systems, with internal and external Stakeholders. Serve as the primary contact for retailer Care input, managing concerns, project requests, and coordinating/leading Retailer Care projects.
Coordinate with Samsung Service Providers for efficient repair coordination when needed.
Resolve, track, categorize, and report escalations for the VP Sales and Sales team, ensuring effective communication and issue resolution.
Provide support and exception management to internal teams handling retail issues, including Dealer Support, T1, Business Center, and MSM team.
Assist Sales and Pro teams when contacted by retailers for Care-related issues, offering support for retailer meetings and presenting Care information.
Act as the voice of Care to other departments for Sales/Pro, identifying and addressing Care-related pain points.
Lead Care projects to enhance consumer and retailer experiences, coordinating with internal teams and ensuring effective implementation.
Review contracts for new business, ensuring alignment with Care-related processes and standards.
Coordinate with the MSM team on store initiatives for Partner Care, fostering a synergistic approach.
Work closely with the RSM team to support and expedite repairs as needed.
Actively engage with the Service Team, providing prompt and knowledgeable support.
Serve as the keeper of relevant data and KPIs, preparing and presenting weekly reports.
Prioritize addressing the primary concern: minimizing negative service press from consumers.
Take initiative in handling escalations promptly, ensuring no disruptions for stores, consumers, or HQ.
Proactively identify and address policy issues, contributing to a positive consumer and retailer experience.