National Performance Manager

ARE YOU THE ONE?

At Samsung UK, the Customer Experience team is the go-to squad for all things customer support, covering a wide range of products and services.

The Customer Experience (CX) team focus on the full service customers receive post sale, your new role as National Performance Manager (National Performance Coordinator) is to support Samsung’s repair partners with continuous improvement, training, service levels and repairs.

The teams mission is to accompany customers throughout their entire product journey, from pre-purchase advice to ongoing support, all the way to their next purchase. The aim is to generate customer loyalty by delivering enjoyable experiences.

Joining the Customer Experience team at Samsung means being at the heart of customer support across the company. You'll play a pivotal role in driving brand loyalty, contributing to organisational success, and nurturing growth.

This is a field based role with national travel, your role will be predominantly based in the North of England with the expectation of UK wide travel.

WHAT YOU’LL BE UP TO

REPAIR PARTNER SUPPORT

Effectively build relationships across your partner networks, providing support and expertise on any challenges

Visiting targeted partners, identifying issues, and dedicating on-site time to address specific performance opportunities. This approach empowers partners to implement effective actions for driving change.

PROCESS IMPORVEMENT

Review UK authorised service network's key performance metrics to create a targeted weekly action plan for the NPC team, focusing on operational priorities.

Identify the best practice and seek out where synergies exist for the wider adoption across other operating models

PROBLEM SOLVING

Identify areas for improvement in the CX infrastructure and implement necessary changes.

Request support from the Operations team to address issues like spare part delivery (shortages or damages), warranty claims

INNOVATION

Manage projects and introduce new tools as needed across the product lineup.

Support key stakeholders in preparing for new product or process introductions by engaging partners and improving performance.

DATA ANALYSIS & COMPLIANCE

Work closely with the Network Support Team to improve data accuracy from the service partners, in relation to Service order tracking measures

Report and support wider CX project teams, tracking progress against key success metrics and deliverables.

EFFICIENCY IMPROVEMENT

Work with the partners to improve their First Time Completion (FTC), through improved triage techniques and more efficient part handling (e.g. Van stock, part cut off times and technical bulletin adherence)

Increase network capacity to speed up repairs, measured through Long-Term pending (LTP) and Customer Turnaround Time (C-TAT)

ARE YOU OUR PERFECT PARTNER?

• Resilient
• Innovative
• Curious
• Approachable

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: £32,000 - £35,000 Per Annum
• Performance Bonus: 15%
• Company Car
• Company Sick Pay
• Samsung Discounts
• Life Assurance: 4 times your annual salary
• Perkbox (Rewards Portal)
• Development Opportunities- our teams have historically moved into all manner of other jobs!

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 drive 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.