Cross-Channel Content Manager

SAMSUNG; Chertsey; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company in Chertsey is seeking an experienced Content Manager to develop and implement the European content strategy. You will oversee content production tailored to diverse audiences and monitor performance across channels. The ideal candidate has a Bachelor's degree and at least 5 years of experience in a similar role, along with strong skills in MS Office, SEO, and analytics tools. This position allows for hybrid working and includes benefits such as a performance-based bonus and private healthcare options.

Benefits

Performance-based bonus scheme

Car allowance

Private healthcare options

Enhanced pension contributions

Three volunteering days annually

Flexible benefits including travel insurance, gym memberships

25 days holiday plus bank holidays and your birthday off

Discounts on Samsung products

Qualifications

• At least 5 years of experience as a content manager or similar role in a comparable environment.
• Experience managing agency resources.
• Knowledge of SEO, Accessibility, and UX best practices.

Responsibilities

• Define and evolve the European Cross-Channel content strategy.
• Monitor and manage performance and output across agency resources.
• Ensure content quality aligns with brand, tone, and guidelines.

Skills

Proficiency in MS Office

Strong presentation skills

Strong relationship-building skills

Creative problem-solving skills

Education

Bachelor's degree

Tools

Jira

Confluence

Google Analytics

Job description

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Position Summary

Why join our team?

This role is part of the CX Innovation team within ECSO (European Customer Satisfaction Office), which is under the European Head Office in Chertsey. The team manages post-purchase communication, content, training, and sales support across various online and offline touchpoints.

This is a new role responsible for developing and implementing the European content strategy across channels tailored to diverse audiences: customers, contact centre agents, and field engineers.

Collaborating across functions and divisions—including Head Office, Europe Office, and Subsidiaries—you will manage an ongoing roadmap aligned with business priorities, seeking operational efficiencies, leveraging performance data, and adopting new technologies to enhance content operations.

This role is crucial for improving customer experience and fostering brand loyalty at every interaction. It offers a significant opportunity to influence how customers perceive and experience Samsung Support.

Role and Responsibilities

Your key responsibilities

Leading the cross-channel content operation for Samsung Europe, including but not limited to:

• Define and evolve the European Cross-Channel content strategy and oversee all content production tailored to customers, agents, and engineers.
• Monitor and manage performance and output across agency resources.
• Ensure content quality aligns with brand, tone, and guidelines.
• Manage the content calendar supporting product launches, business priorities, VOC, and operational activities.
• Develop content requirements and considerations for custom propositions.
• Expand the use of online/offline channels to increase audience reach.
• Collaborate with sales to identify new sales opportunities via content, track conversions, and drive continuous improvement.
• Maintain an ‘always on’ content update and optimization process.
• Ensure systems for uploading content are operational and optimized.
• Prepare presentations, negotiate costs and contracts, and manage budgets.
• Manage the asset library to ensure it is organized and accessible.
• Explore new technologies (e.g., AI) to improve content operations.
• Partner with internal teams and agencies to design and implement new content initiatives.
• Track KPIs, report regularly, and analyze performance data.
• Build relationships across the business to expand audience reach via social media, CRM, etc.
• Identify and resolve potential risks or issues proactively.

Requirements for this role

To succeed, you should have:

• A bachelor's degree.
• Proficiency in MS Office, including PowerPoint and Excel.
• Strong presentation skills.
• At least 5 years of experience as a content manager or similar role in a comparable environment.
• Experience with Jira/Confluence or similar tools.
• Experience managing agency resources.
• Knowledge of SEO, Accessibility, and UX best practices.
• Ability to use analytics tools like Google Analytics to derive insights.
• Experience with Content and Asset Management Systems, with basic HTML knowledge preferred.
• Strong relationship-building skills across various levels and functions.
• Creative problem-solving skills and a proactive attitude.

What success looks like

This role requires patience and persistence within Samsung’s complex structures. Effective communication of strategies and solutions, along with collaboration, is essential. Success will be measured through KPIs like content resolution, sales conversion, customer satisfaction, and operational performance. Within six months, you should have a clear strategy and roadmap, introducing new ideas and efficiencies to drive change.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working: 3 days in-office, 2 days remote.
• Performance-based bonus scheme.
• Car allowance.
• Private healthcare options.
• Income protection.
• Enhanced pension contributions.
• Three volunteering days annually.
• Flexible benefits including travel insurance, gym memberships, and more.
• 25 days holiday plus bank holidays and your birthday off.
• Discounts on Samsung products and shopping portals.

Equal Opportunity Statement

We are an equal-opportunity employer that values diversity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability. Reasonable accommodations are provided for applicants with disabilities. Contact us to request accommodations.