Position Summary
Why join our team?
To join one of the largest CE businesses in the world and be at the very heart of the business Services strategy!
The European Telecommunications Office (ETO) Services team is responsible for developing and deploying new customer propositions across the EU region. As a result, we have a dynamic scope and a varied remit, being involved in proposition creation, content and services strategic direction and commercial partnerships.
Reporting into the Head of SC+ in Europe, this role has the potential to improve the lives of millions of users of Samsung devices by protecting their critical devices with the market leading mobile insurance for Samsung mobile products. You will be responsible for helping to shape the EU strategy and insurance programme and lead on the management and delivery of the across Europe.
The Content and Services team are an agile function within the wider Samsung business, allowing you to truly lead your products enhancements and innovations while being fully supported by the European leadership team.
Role and Responsibilities
Your key responsibilities
The Senior EU Programme Manager for Samsung Care+ will coordinate the mobile insurance programme across 16+ EU markets. Additionally, you will collaborate with EU insurance partners to coordinate and develop the proposition to meet the business needs. Acting as the ‘operations office’ for Samsung Care+ EU, you will handle day-to-day operations, deliver the Care+ roadmap, and ensure alignment with the EU strategy. As the point of escalation for all Care+ go-to-market activities, you will navigate legal, technical, commercial, and marketing challenges driving ownership and successful issue resolution. You will engage directly with C-level relationships with key external partners, represent Samsung Care+ at industry events when required. Reporting to the Head of Samsung Care+ and relevant VP, you will provide guidance on which issues require prioritisation and need their attention or support for resolution.
The mobile insurance industry is highly regulated, requiring adherence to exacting legal, technical, and commercial standards across multiple jurisdictions. Navigating these regulations and ensuring compliance is a critical aspect of the role, demanding thorough understanding and meticulous management. The complexity of managing insurance solutions involves coordinating with multiple issuers and collaborators, addressing diverse market requirements, and ensuring the security and integrity of financial transactions.

Strategy and Alignment:

• Act as the operations lead for SC+ strategy in both short and long-term perspectives.
• Liaise with Global HQ and local subsidiaries in Europe to implement an aligned EU strategy.
• Secure engagement from all internal collaborators for SC+ initiatives, ensuring consistent execution across markets.

Programme and Operations Management:

• Coordinate the insurance onboarding programmes across 16 EU markets.
• Act as the ‘Operations lead’ for SC+ EU, handling day-to-day operations and ensuring seamless execution.
• Lead the SC+ roadmap, ensuring all activities are coordinated and aligned with the EU strategy.
• Address the complexity of handling multiple markets, insurers, workstreams, and regulatory frameworks in a highly regulated insurance industry.
• Collaborate with the insurance partners to develop and adapt the proposition to suit the business needs

Product Development and Go-to-Market:

• Serve as the central point of knowledge for SC+ operations and status of the programme, including product roadmap and operational processes.
• Build strong relationships with global partners, including HQ and other regions.
• Support new proposition launches, partnerships, and feature development.
• Collaborate with UI/UX teams to enhance the User Experience.

Collaborator Management:

• Provide all levels of reporting with insights and analysis to Executive VP level.
• Develop and maintain strong relationships with key external partners.
• Manage C-level relationships, ensuring effective communication and collaboration.
• Represent SC+ at industry events, acting as an ambassador.

Reporting and Operations:

• Track Key Performance Indicators and ensure the EU region meets targets for attachment percentage, profitability, and NPS (customer satisfaction).
• Monitor detailed forecasts for important measures and implement mitigations if forecasts do not meet targets.
• Conduct regular competitor analysis and provide insights.
• Report programme status and challenges to executive VP level monthly.
• Implement and supervise operational processes to ensure efficiency and compliance across all markets.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Significant experience in Programme Management and/or GTM or equivalent experience in insurance markets.
• Shown success in strategy design and execution, leading to market share growth.
• Experience leading large, complex projects across multiple EU markets.
• Operational management experience, ideally in a role with operational responsibilities.
• Deep understanding of programme management and Omni-channel execution
• Ability to integrate current and future user needs into strategic and operational activities.
• Entrepreneurial approach with excellent communication skills.
• Positive relationship management and the ability to encourage and achieve internal agreement.
• Ability to work in a fast-paced, fluid, and evolving environment.
• Diligent with a dynamic approach to workload and projects.
• Consultative, engaging, and adept at working within a complicated matrix structure.
• Strong verbal, written, and presentation abilities.
• Demonstrated business competence.
• Ability to prioritise effectively across multiple projects.
• Ability to interact and influence across functions and seniority within key groups is a critical success factor.

What does success look like?

• Drive the expansion and growth of SC+ across Europe whilst also developing a robust partnership strategy.
• Sustain and optimise the current SC+ strategy.
• Build strong relationships across HQ and local markets.
• Achieve goals related to attachment percentage, profitability, and NPS.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week
• Bonus scheme linked to individual, team and company performance
• Car allowance
• Pension contribution
• Three volunteering days each year
• Holiday - 25 days plus bank holidays and an additional day off for your birthday
• Access to discounts on a wide range of Samsung products
• Access to a discount shopping portal
• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need

A note on equal opportunities
We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Please refer the Job description for details