Senior Retail Care & Service Program Lead

Samsung Electronics Perú; Plano (TX); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Employee Purchase Program

Tuition Assistance

Paid Time Off

Student Loan Program

Wellness Incentives

Job summary

Samsung Electronics America, Inc. is seeking a high‑caliber Care leader to oversee all activities related to Consumer Electronics Retail Channels, driving excellent retailer experiences and brand representation.

The role partners with retailer teams and internal departments to coordinate care projects, manage escalations, and ensure smooth collaboration with service providers. A strong CRM background and senior‑level reporting are essential to succeed.

Qualifications

• Bachelor’s degree with 8+ years in retail account management or Master’s/PhD with 6+ years in related field
• Experience in Customer Relationship Management (CRM) systems
• Experience reporting and presenting to senior leadership (VP/SVP) and understanding industry trends

Responsibilities

• Plan and execute Care activities for Consumer Electronics Retail Channels
• Engage retailer teams to ensure optimal brand representation in the marketplace
• Act as the main contact for Retailer Corporate Teams and direct inquiries accordingly
• Share updates from Samsung with internal and external stakeholders and manage Care-related issues
• Coordinate with Samsung Service Providers for efficient repair coordination
• Manage escalations for the VP Sales and Sales team and provide timely resolutions
• Support internal teams handling retail issues (Dealer Support, T1, Business Center, MSM)
• Assist Sales and Pro teams with retailer meetings and Care information
• Lead Care projects to enhance consumer and retailer experiences
• Review contracts for new business ensuring alignment with Care processes

Job description

Samsung Electronics America, Inc. is seeking a high‑caliber Care leader to oversee all activities related to Consumer Electronics Retail Channels, driving excellent retailer experiences and brand representation.

The role partners with retailer teams and internal departments to coordinate care projects, manage escalations, and ensure smooth collaboration with service providers. A strong CRM background and senior‑level reporting are essential to succeed.