Customer Experience Manager (CZ & SK Market)

Beschreibung:

Position Summary
📍 Prague - Hybrid Work Model 📅 Full-time

At Samsung Electronics Czech and Slovak, s.r.o., we are looking for a representative of one of our key roles, the Customer Experience Manager. Do you have the energy, enthusiasm, and passion to find solutions for our customers? Can you view problems holistically and then dive into the details of our processes to find opportunities for improvement? - Then you will fit right in with us. We believe in a "customer-first mindset," teamwork, and that a positive attitude and good ideas are just as important as data in Excel. Our Customer Experience team connects the world of customer service, marketing, and technology - and your task will be to guide its direction. You will be responsible for the call center for both the Czech and Slovak markets, performance KPIs (NPS, CX, SLA, FCR, AHT…), digital customer support, and the development of our online communication channels, including community and service marketing. This role is not just about results. It's about atmosphere, culture, and inspiration. We are looking for someone who can motivate the team, collaborate across departments, and bring energy that is felt in every customer interaction.

Role and Responsibilities

What You Will Do
* Lead and develop the CX team (3 direct reports + 50+ external agents)
* Manage daily and long-term call center performance and key KPIs
* Oversee our processes and redesign Customer journeys
* Evaluate Customer experience (NPS, CES, VOC, FCR) and propose improvements
* Manage digital support (web, chat, social media, community channels)
* Collaborate with marketing on campaigns that strengthen customer relationships
* Support innovation - digitalization, automation, AI tools, and new CX trends

Skills and Qualifications

Who We Are Looking For
* You have a positive attitude, a desire to inspire others, and lead by example
* You can navigate between data and people - you have analytical thinking and empathy
* You have experience managing customer service or a call center (ideally in a B2C environment)
* You can communicate across departments and present results to management
* You have knowledge of CX metrics, digital support, and modern technologies
* You speak fluent Czech and English at a C1 level
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What We Offer
* The opportunity to work for a strong and stable brand like SAMSUNG
* The chance to influence customer experience for the entire CZ & SK market
* Support from a strong team and direct collaboration with leadership
* An inspiring environment where ideas have a real impact
* Space for personal growth and leadership development
* Motivating remuneration and interesting company benefits: Contributions to sports, culture, and leisure activities, pension plan contribution, Exciting corporate events, Generous discounts on company products, Access to educational courses and training, Flexible work hours, Five weeks of vacation, Meal vouchers, Sick days

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.

Also, we want to inform you that at Samsung Electronics Czech and Slovakia, during the selection process, we prevent the violation of other companies' trade secrets.

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