Retailer Review Manager

Job description

Job Description
The Retail Review Manager leads the strategy, execution and continuous improvement of the retail reviews program across online marketplaces and in-store platforms.

This role is critical in shaping the Samsung brand voice by engagement with customers through proactive review management, delivering timely response, addressing customer concerns, solving customer challenges and extracting actional insights to drive product innovation and operational excellence.

The Retail Reviews Manager plays a key role in ensuring a consistent, positive Samsung brand reputation across all digital shelf touchpoints while collaborating closely with Marketing, LOB’s, PR, PL, Legal and the Operation Teams.

Responsibilities:

Team Leadership & Program Management:
• Lead and mentor a team of retail review specialists, ensuring timely, solution driven, brand-aligned and high-quality responses across multiple retail and ecommerce platforms
• Develop workflows and performance metrics for the team to drive operational excellence and accountability
• Provide coaching and feedback to review agents, reinforcing a consistent solution, brand voice and tone across all customer interactions

Cross-Functional Collaboration:
• Partner with multiple teams within Samsung to design and implement strategies that improve customer satisfaction and brand advocacy
• Work closely with product managers and quality teams to identify recurring customer pain points, escalating critical issues for resolution and prevention
• Develop and manage escalation processes to ensure high-priority issues review immediate attention and resolution

Data Analytics & Insights:
• Deliver weekly reporting and analysis on customer sentiment, behavior performance metrics and product trends
• Identify emerging themes, risks and opportunities based on review feedback providing recommendations for product and process improvements
• Research industry best practices and competitor activity to enhance Samsung Retail Review management strategies
Operational Execution:
• Manage and optimize tools dashboards and platforms used for monitoring and responding to customer reviews
• Drive continuous improvements in response processes by leveraging automation, keyword tracking and content optimization strategies
• Ensure compliance with platform specific policies and brand guidelines when responding to customer feedback

Brand Voice & Reputation Management:
• Protect and strengthen the company’s online reputation by ensuring consistent, empathic and solution-oriented responses
• Guide agents in delivering responses that reflect the brand values, enhance customer trust and drives brand loyalty
• Manage keyword-rich content strategies to improve search visibility, enhance website engagement and increase organic traffic thought customer review integration

Project Management:
• Develop and oversee project plans that align with business needs, retail partner expectations and organizational priorities
• Coordinate with stakeholders to ensure timely execution of initiative that improve customer experience and brand perception
• Present findings and recommendations to leadership on review trends, escalation and program performance

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Skills and Requirements
• Bachelor’s degree in Marketing, Communications, Business or related field (Master’s preferred)
• 7+ years’ experience in digital marketing, customer experience or brand management roles
• 3+ years’ experience managing direct reports
• Strong understanding of e-commerce platforms (Amazon, Best Buy, Walmart, etc), digital shelf strategies and online review ecosystems
• Proven ability to analyze data, identify trends and provide actionable insights to drive business decisions
• Deep understand of the customer journey in both physical and digital retail environments
• Excellent written and verbal communication skills with a strong grasp of brand voice and tone
• Experience with customer feedback management tools, reputation monitoring and analytic platforms
• Demonstrated ability to collaborate cross-functionally and manage complex projects with multiple stakeholders
• Proficient in Microsoft Office, especially Excel, PowerPoint, and Outlook
• Sprinklr and Bazaarvoice experience, a plus

Required Skill Profession

Other General