ARE YOU THE ONE?
This is an exciting opportunity to join our Mobile Experience (MX) Customer Experience (CX) team with Samsung. The MX CX support function covers all things Mobile, Tablet, and Computer technologies, shaping the service experience across our partner network.
This role is essential in ensuring partners deliver the highest standards of support throughout the customer lifecycle. In this role, you will take the lead in gathering insights, improving workflows, and driving operational changes to enhance partner performance.
You will work closely with the field team to ensure that the services provided by our partner network evolve to meet Samsung's long-term strategy and goals. This role is essential in ensuring partners deliver the highest standards of support throughout the customer lifecycle and is designed to foster continuous operational excellence through field-based analysis, feedback, and innovation.
WHAT YOU'LL BE UP TO
PARTNER INSIGHT GATHERING
Regularly visit partner sites to engage with their operations first-hand. Collect feedback, performance data, and operational insights that will inform actionable strategies for improving partner efficiency and service quality
BRAND REPRESENTATION
Maintain a positive and professional attitude during all internal and external meetings and partner visits, embodying the company's values and culture.
Travel to partner sites to represent the brand and ensure that the company's processes, values, and standards are consistently applied.
COLLABORATION WITH FIELD TEAMS
Work alongside the field team to provide guidance and support to partners.
Engage with the Field Service Team to drive improvements, engagement, and relationships, ensuring that partners have the correct tools and insights to enhance their operation.
PROCESS REDESIGN & FIELD TRANSFORMATION
Utilise your field knowledge to redesign partner workflows. Work closely with partners to ensure process changes are rooted in real-world conditions, whilst being aligned with HQ requirements and recommendations. Focus on improving and optimising partner interactions and the customer journey.
CUSTOMER & PARTNER JOURNEY MAPPING
Spend time in the field, testing the end-to-end repair journey of our authorised service partner network.
Have a hands-on approach to help identify areas for improvement, ensuring every step of the repair journey is aligned with Samsung's standards and long-term strategy.
ARE YOU OUR PERFECT PARTNER?
- You have a strong background in operational improvement, field-based processes, and partner management.
- You're confident in gathering insights from on-site partner visits and translating them into practical, strategic improvements.
- You're proactive in identifying operational inefficiencies and driving real-time solutions and thrive in a field-based role.
- You're excellent at problem-solving and can work independently, adapting to the dynamic needs of partners in the field.
- You're passionate about building strong relationships with partners and can inspire them to adopt new processes and approaches.
- You're a confident communicator and capable of leading transformation efforts directly at partner sites.
- You have a full UK driver's licence for frequent travel to partner locations across the network.
WHAT YOU CAN EXPECT FROM US
- Competitive Salary: up to £40,000 Per Annum
- Company Car
- 15% Performance Bonus
- Company Sick Pay
- Samsung Discounts
- Life Assurance: 4 times your annual salary
- Perkbox (Rewards Portal)
- ETHIC Values - Employee of the month: a chance to win a £500 lifestyle voucher!
- Development Opportunities.
WHO ARE WE?
We're Blue Square. An award-winning, retail marketing agency connecting and engaging audiences with some of the world's most loved brands. We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success. We go above and beyond to support, develop, and nurture our talented employees to driver personal growth and love what they do.
At the heart of our agency are our ETHIC values - and we're on a mission to work with individuals who share and believe in them.