Job Specifications
We are looking for a CX Platform Manager to join us here at Cheil UK on a secondment contract (12-months) with Samsung.
The role would be based between the Samsung EU HQ offices in Chertsey and the Cheil London offices. This role requires a minimum of 3 days per week in the office, split between Samsung and Cheil (eg, 2 days in the Chertsey office, 1 day in London and 2 days at home).
This opportunity would be perfect for someone with a background in digital/technical project management, preferably from a creative agency or consultancy. People skills and team collaboration are also super important in this position. Please note this is a mid level position, suitable with someone with 3-5 years of relevant experience.
Why Join Our Team?
This exciting role is part of a team that shapes the overall experience customers receive
when they buy and use a product or service from Samsung. Based in the Customer
Engagement team, this role is an integral part of the wider CX (Customer Experience)
Team.
As a Platform Executive, you will be responsible for maintaining and supporting platforms
and technology across CX. You will deliver support to teams both internally within Samsung
and across our key service delivery and customer support partners. You will work at the
intersection of technology and people, driving change that improves efficiency,
streamlines processes, and maximizes the value of new systems and technologies.
Your key responsibilities
Coordinate existing platforms portfolio within CX while understanding wider business platform developments
Maintain key vendor relationships to drive performance against the delivery plan with clear definition of key performance indicators and shared measures of success
Coordinate change initiatives by overseeing technology-related change projects from initiation to completion, ensuring that new systems, tools, and processes are effectively embraced across teams, ensuring seamless transitions with minimal disruption
Collaborate with key stakeholders, including senior leadership, IT teams, and business units, to understand the scope of technology change and address any concerns or challenges
Issue and incident management of platforms within the department; efficiently troubleshoot with vendors and report on root cause, resolution, and improvement actions
Identify, document, and maintain business continuity plans for the platforms within the department
Capture, document, and analyse business requirements to translate into proposed solutions for sign-off, with an aim to deliver continuous improvement across all platforms
Govern and operate digital development tools that support collaborative working across internal and external teams (e.g. JIRA and Confluence)
What we need for this role
At least 3-5 years of relevant experience working in a technical Digital/Technology role
Experience of working with SaaS (Software as a Service) platforms such as Sprinklr, Qualtrics, Salesforce, Verint
Analytical skills to assess the impact of changes and gather actionable insights
Attention to detail to support the planning and execution of change initiatives
A passion for technology, innovation, and delivering extraordinary customer experience
Adaptability and problem-solving skills to respond to unforeseen challenges
Ability to work with teams in an adaptable and collaborative way and across different functional areas of the organization
A strong communicator both written and verbal
Able to explain sophisticated and often complicated changes tailored to the audience
Can establish trust and influence that can change ideas and attitudes
Organised approach to tasks and the ability to work at pace on multiple initiatives
Be prepared to challenge the status quo and ask questions
Prioritise the human interaction and experience in driving improvements
Ability to collaborate with teams and vendor resources to deliver change
What does success look like?
Stable portfolio of platforms and technology partners with strong delivery against SLAs
Timely delivery of technology initiatives with minimal disruption to operations
Positive feedback from stakeholders on the implementation of changes
Clear improvements in customer experience metrics such as reduced customer effort, increased customer satisfaction, cost savings across deployments, and quality of deployment
Effective use of data and insights to drive decisions and influence the platforms and technology roadmap
Demonstrable improvements in team collaboration
Alignment of technology initiatives with the broader business strategy and customer experience goals in mind
About the Company
We are Cheil. An agency with commerce at its heart, we bridge the three worlds of physical, digital and immersive, redefining what is possible to forge deeper, more rewarding connected experiences that deliver.
We aren’t defined by channel, capability or output. We are defined by doing what works. To drive growth for brands, we operate using performance principles - constantly learning, optimising and evolving.
We believe in the power of collaboration, working together to see the bigger picture. With a team of 180+ expert...
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