Customer Experience Manager (Contract) (Contract)

We are looking for a CX Platform Exec to join us here at Cheil UK on a secondment contract (12 -months) with Samsung. when they buy and use a product or service from Samsung. Engagement team, this role is an integral part of the wider CX (Customer Experience) As a Platform Executive, you will be responsible for maintaining and supporting platforms You will deliver support to teams both internally within Samsung and across our key service delivery and customer support partners. 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; Identify, document, and maintain business continuity plans for the platforms within the department Govern and operate digital development tools that support collaborative working across internal and external teams (e.g. 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 Attention to detail to support the planning and execution of change initiatives A passion for technology, innovation, and delivering extraordinary customer experience 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 Alignment of technology initiatives with the broader business strategy and customer experience goals in mind