General Description We’re searching for a Sr Manager, Customer Development and Loyalty to join the Demand Generation Business Organization group at Samsung Electronics America. This position will be based in Ridgefield Park, NJ. The Sr. Manager of Customer Development and Loyalty will be responsible for developing and implementing winning breakthrough marketing programs designed to grow existing Samsung customer relationships. Specifically, this person will be responsible for reducing churn, increasing mobile phone upgrade rates, increasing overall product penetration and creating long lasting customer relationships.
Essential Duties and Responsibilities:
•Develop customer retention programs rooted in data analytics and customers insights •Develop a deep understanding of the customer experience journey to identify key moments to improve engagement and tenure •Develop and manage a comprehensive customer loyalty program that promotes long lasting customer relationships •Develop segment value prop and messaging guidelines, translating research and segment needs into business insights, with in-depth understanding of customers and competitors •Provide strategic direction to creative development, partner with marketing services to bring customer-facing programs to market •Assure consistent segment marketing messages across channels and tactics •Interface with account teams marketing, retail, marketing communications, and public relations teams. •Maintain close and frequent working relationship with account teams, product management, and SEA marketing services to optimize sell thru initiatives. •Support request for market knowledge and customer presentations •Understand and analyze data to evaluate aggregate and individual marketing programs - such as ROI, sales lift, etc. •Work collaboratively with customers to understand their strategies and provide shopper insights expertise/recommendations that maximize category sales & profitability •Manage market development funds including above the line and below the line budgeting for the categories.
•Minimum of a Bachelor’s Degree in Marketing, Communications, Advertising or related field. MBA strongly preferred. •10-12years’ work experience with Minimum 5-8years’ experience in product marketing or related area. •Understands, experience with and ability to apply consumer insights analytic fundamentals (retail scanning, category insights data, brand-specific qual/quant research) to diagnose issues and opportunities •Brand marketing fundamentals (consumer/shopper, equity/products, go to market) and in particular, the ability to identify and translate specific consumer and shopper insights, and broader category insights, into a single minded strategy and action plan that deliver on specific growth objectives and goals •Solid customer relationship skills. Direct retail or carrier marketing experience a plus. •Experiencing leading and working with marketing agencies to deliver integrated marketing plans, initiatives and promotions •Highly organized/detail oriented with ability to manage multiple priorities •Experience in budget management and tracking. •Experience in developing marketing and sales presentations, using Word, Excel and PowerPoint.