Service Marketing Supervisor

hace 1 mes


Panama Samsung A tiempo completo

1. Develop and execute the service marketing strategy acting as the guardian of the Customer Satisfaction brand identity across all customer service touch points2. Responsible for the full SNPS cycle management and Happy Call survey operation according to LAO guidelines3. Carry out empathy training, mystery shopping, sales support and special regional projectsRole and ResponsibilitiesService MarketingAlways On & PR activities-Develop Service Marketing strategy and schedule the activities-Execute the activities according to the plan -Monitor results and report it on Monthly basisStandard ImageBe guardian of the Customer Service (CS) image to provide a visually consistent brand identity across all customer service touch points -On site verification to Store and service centers -Request change when it is required-Follow up execution in all CS pointsEmpathy Training-Understand and help develop Regional Standard Empathy structure-Must hire a third party vendor and guarantee that he is aligned with LAO Empathy program-Guarantee execution of the program and report it (weekly and monthly)Mystery Shopping-Develop a plan for mystery shopping-Guarantee execution of the program-Report it (weekly and monthly)Sales support-New ideas to differentiate service and campaigns to support sales and enhance our brand value-Emotional Campaigns-Develop the plan according to holidays date.Follow up the execution-Report results on Monthly basisSpecial Regional projects-.

Premium Care/Service Program-. Care+ Program-. Initial installation-. InShop standard operationCustomer Satisfaction MonitoringSNPS-Responsible for the full SNPS cycle management (spec definition, contract, sample size, costs analysis, competitor’s setup, questionnaire review, fieldwork progress and results follow up)-Provide LAO and HQ insights or issues on the process-Deep analysis on results and communication to leadership-Monthly meetings with PICs to discuss about results and action plans to specific touchpoints CMI, DCR, Recovery Operation-Monitor execution according to LAO new guideline-Happy Call operation management along with LAO guidance-Management of Recovery Operation - back office and survey results analysis -Recovery operation management -Define policy and budget approval for 1-year planSkills and Qualifications-Learns to use professional concepts.

Applies company policies and procedures to resolve routine issues-Works on problems of limited scope. Follows standard practices and procedures-Normally receives detailed instructions on all work-3+ years job experience in marketing or advertising-Bachelor’s Degree in applicate field -Intermediate Excel skills-Experience managing budgets-Management experience is a plus



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