Senior Retail Care & Escalations Lead

Samsung Electronics America; Plano (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Employee Purchase Program

Tuition Assistance

Paid Time Off

Wellness Incentives

Bonus potential (MBO)

Job summary

Samsung Electronics America, Inc. is seeking a senior role focused on planning and executing Consumer Electronics Retail Care activities across retail channels in the U.S.

This position involves engaging retailer teams, coordinating with internal and external stakeholders, and leading care projects to improve retailer and consumer experiences. The role requires strong relationship management, CRM experience, and the ability to report to senior leadership.

Qualifications

• Bachelor’s degree with 8 years of experience or Master’s/PHD with 6 years of experience.
• experience in retail account management – preferably Sales or Customer Care at a Manufacturer.
• experience in Customer Relationship Management systems.
• experience in developing business justifications.
• experience reporting and presenting to senior leadership (VP and SVP).
• understands industry and market trends.

Responsibilities

• Engage with retailer teams to ensure optimal brand representation.
• Serve as main contact for Retailer Corporate Teams and direct inquiries.
• Share updates from Samsung with stakeholders and manage retailer Care input.
• Coordinate with Samsung Service Providers for repair coordination.
• Resolve and report retailer escalations to Sales leadership.
• Provide internal support and exception management for retail issues.

Education

Bachelor’s degree

Master’s or PhD

Job description

Samsung Electronics America, Inc. is seeking a senior role focused on planning and executing Consumer Electronics Retail Care activities across retail channels in the U.S.

This position involves engaging retailer teams, coordinating with internal and external stakeholders, and leading care projects to improve retailer and consumer experiences. The role requires strong relationship management, CRM experience, and the ability to report to senior leadership.