Manager Samsung Customer Service Jobs (NOW HIRING)

Position Summary

This role is not eligible for immigration sponsorship Samsung Electronics America, Inc. (SEA), the U.S. Sales and Marketing subsidiary, is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. For more than four decades, Samsung has driven innovation, economic growth and workforce opportunity across the United States—investing over $100 billion and employing more than 20,000 people nationwide. By integrating our large portfolio of products, services and AI technology, we’re creating smarter, sustainable and more connected experiences that empower people to live better. SEA is a wholly owned subsidiary of Samsung Electronics Co., Ltd. To learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.

Role and Responsibilities

Reporting to the Director, Digital, this role leads the development of lifecycle marketing strategies that strengthen customer acquisition, engagement, retention, loyalty, and lifetime value. This Senior Manager will oversee CRM strategy, campaign governance, personalization, and consumer journey optimization while leading a high-performing CRM team responsible for email, SMS, push notifications, triggered communications, and lifecycle programs. The role will partner closely with Integrated marketing, Product Marketing, E-Commerce, and Corporate Marketing to deliver best-in-class experiences powered by data and innovation.

CRM Strategy & Lifecycle Leadership

Define and lead the CRM strategy aligned with business objectives across email, SMS, push notifications and automated campaigns. Develop lifecycle marketing strategies that increase consumer acquisition, retention, repeat purchase rate, loyalty participation, and lifetime value. Design and continuously optimize end-to-end omnichannel consumer journeys across digital touchpoints. Establish CRM priorities, annual roadmap, testing framework, and business growth opportunities.

Campaign Strategy & Governance

Lead CRM campaign planning across Email, SMS, Push, Triggered Communications, and Loyalty initiatives. Own campaign governance, prioritization, and resource planning to ensure execution quality and business impact. Partner with Creative, Brand Marketing, E-Commerce and Retail teams to deliver cohesive consumer experiences. Drive continuous optimization through testing, personalization, segmentation, and performance analysis.

Consumer Journey & Personalization

Lead the evolution of the omnichannel consumer journey, ensuring consistency across digital and retail touchpoints. Lead CRM Analytics and Data to develop scalable personalization strategies powered by first-party data. Identify opportunities to improve consumer experience through automation, behavioral triggers, predictive audiences, and dynamic content. Champion new CRM capabilities that enhance personalization.

Business Performance & Analytics

Own CRM business KPIs including revenue contribution, engagement metrics, database growth, campaign performance, and personalization performance. Translate performance insights into actionable business recommendations. Present CRM performance, strategic initiatives, and business opportunities to senior leadership.

Cross-Functional Leadership

Collaborate with internal and agency teams to prioritize CRM capabilities, automation, and consumer experience enhancements. Support the implementation of new CRM technologies and omnichannel initiatives.

Exceptional analytical mindset

Excellent communication, presentation, and leadership skills. Ability to thrive in a fast-paced, collaborative environment while balancing strategic planning and operational execution.

Skills and Qualifications

Bachelor's degree required; MBA or related graduate degree preferred.

• 8+ years of experience in CRM, Lifecycle Marketing, Digital Marketing, Customer Engagement.
• Proven experience leading CRM strategy across email, SMS, loyalty, personalization, and customer lifecycle programs.
• Experience with and an understanding of CRM platforms, marketing automation, customer segmentation, and omnichannel marketing.
• Experience partnering with Analytics, Product, Technology, and Retail organizations to deliver consumer-centric initiatives.
• Experience leading cross-functional projects and influence senior stakeholders.
• Experience translating complex data into business strategy.
• Highly organized with experience with project management.

Benefits

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more.

• Medical
• Dental
• Vision
• Life Insurance
• 401(k)
• Employee Purchase Program
• Tuition Assistance (after 12 months)
• Paid Time Off
• Student Loan Program (after 12 months)
• Wellness Incentives
• Regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity 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.

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.

Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth.