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Making the future is everyday life at Samsung. We’re seeking innovators who are called to not just change the world but build a better one. We make the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset – better builds on better.

The Customer Care SR Content Manager leads the evolution of how we plan content for our customers with all US Samsung product launches. This spans across dotcom, app and agent and requires project management, scheduling, topic development, KPI measurement, aligning with different LOBs on top issues and/or drivers, as well as several other key components that impact the way Samsung does business.

Role and Responsibilities

Responsibilities:

  • Oversee the Content Planning and Production team's creation and management of targeted Customer Care content for the company's website
  • Manage to integrate planning strategies for numerous high-visibility projects on the business-to-business portal and social channels
  • Responsible for driving key project plans, relating to enhancing or developing new, unique, business offerings, or collaborating on projects that will impact how we do business today
  • Empowered to make decisions based on the situation, request and/or items that have been identified through research to expand and maximize content for both customer and agent resolution, which would increase call deflection and aid in customer and agent satisfaction, within corporate guidelines
  • Determine growth/optimization opportunities by analyzing analytics of landing pages, video, and editorial content
  • Provide editorial, creative and technical support to team members
  • Responsible for mentoring and coaching direct reports to take on different and/or more responsibilities to grow how the team functions today
  • Manage the daily activities of a content team composed of writers, graphic designers, videographers, and other industry professionals
  • Define and monitor key success metrics, review web analytics, identify opportunities for improvement and communicate results and recommendations
  • Responsible for all communication, audits, inventory control for mobile samples for the Greenville location (this is specific to IM only) and video production samples located in NJ and Dallas
  • Support global communications colleagues on content creation and share best practices as necessary
  • Work with the digital and communications team members to plan and develop site content, style and layout for onboarding and post-purchase experience
  • Work alongside the digital and communications team members to ensure the implementation of content distribution via online channels and social media platforms is in line with content plans, against agreed metrics
  • Lead on the production and roll-out of Care content brand elements as needed (narrative, guidelines, style guide etc.), including internal training, working closely with Care branding team members to ensure effective brand training among internal Content teams
  • Edit, proof-read and improve the content to ensure consistency
  • Coordinate content planning and calendar across Planning and Production teams to meet launch deadlines
  • Maintain a content Care calendar that schedules all aspects of the creation and delivery of content throughout the year
  • Working alongside communications managers, liaise with relevant teams to advise on content appropriate to their target audiences and objectives
  • Brainstorm with team members to develop new ideas
  • Stay abreast of current best practices in the industry and review competitor websites to compare their activities with those of your company
  • Working alongside managers, developing and implementing communications plans for key launches, coordinating and overseeing the content development (e.g. report production), including liaising with external designers, and working closely with internal stakeholders

Skills and Experience:

  • Bachelor’s Degree with 12+ years of relevant experience in Customer Care Content Management experience and 6 years in Technical support experience
  • Strong experience in developing, implementing and evaluating highly successful multi-channel communications strategies and campaigns
  • Proven experience leading and managing teams with proven results
  • Strong analytical mind with the ability to turn complex information into compelling stories and content
  • Extensive experience in creating and promoting content on a wide range of digital and traditional platforms, including social media
  • Experience working with global corporations
  • Strong understanding of best practices in multimedia content-creation and digital communications (e.g. website content and SEO)
  • A strong eye for visual content, with substantial experience implementing brand guidelines, and working with external parties on the creation of content such as infographics, GIFs, videos and social media cards
  • Excellent writing skills with extensive experience leading on long-form and short-form written content
  • Excellent interpersonal skills and the ability to develop and nurture relationships both internally and externally, including complex multi-stakeholder relationships
  • Excellent team skills and the flexibility to work across the business and with global offices
  • Excellent time management skills and an ability to meet deadlines under pressure and manage multiple project and stakeholder demands simultaneously
  • Meticulous attention to detail
  • Fluency in written and spoken English
  • Must be proficient in Adobe Create Suite (InDesign, Photoshop, Illustrator)
  • Must be proficient in MS Office (Excel, Word, and PowerPoint)

Skills and Qualifications

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* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and providing Equal Employment opportunities for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

COVID-19 Vaccine Mandate

Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption.  More details on how to apply for an exemption are provided after the application process is complete.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.

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