Samsung Care+

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Samsung Electronics Full time 120,000 - 240,000 per year

Position Summary

As the Samsung Care+ & Trade-In Manager (Assistant Manager level), you'll lead two important customer programs, Samsung Care+ which provides device protection service, and Trade-In which supports device return and upgrades. These programs are key in building customer confidence, extending the value of our products, and supporting both revenue and sustainability goals. You'll be the go-to person managing end-to-end strategy, daily operations, and continuous improvement to ensure both programs stay competitive, customer-focused, and well integrated within the broader Samsung ecosystem.

This role blends strategic thinking with hands-on execution. You must have strong commercial instincts and comfortable working with cross-functional teams including counterparts at Regional and Global levels to expand to new channels and creating innovative solutions and programs. The Manager must be able to interpret data to guide decisions and always keep the user experience front and center.

Role and Responsibilities

Samsung Care+:

  • Manage day-to-day partner engagements including sales performance reviews, commercial negotiations, contracts, go-to-market planning, co-marketing, solution design, and issue resolution.
  • Explore new sales programs and revenue models with partners.
  • Run daily performance tracking and analysis for Samsung Care+.
  • Identify and manage new local initiatives from concept to execution including:
    • Conducting market research and competitive analysis
    • Developing and testing new business models such as subscription, rental, or guaranteed value programs and device refurbishment.
    • Leading pilot programs and tracking performance.
    • Creating implementation frameworks and scaling successful programs
  • Coordinate cross-functionally across sales, legal, finance, field service, retail, and channel teams to ensure smooth execution.
  • Liaise with global and regional teams to align on directions and report progress.
  • Present program updates, new initiatives, and performance reports to senior local stakeholders.

Trade-In Program:

  • Manage end-to-end operations of the Trade-In program from partner coordination to customer experience enhancement.
  • Collaborate with retail and online channels to drive program awareness and participation.
  • Monitor and report on Trade-In performance including volumes, conversion rates, and customer insights.
  • Evaluate device valuation trends and competitor offerings to ensure Trade-In program remains competitive.
  • Identify new Trade-In use cases (e.g. bundling, limited-time upgrades, or loyalty-based trade-up offers) to support product launches or sales campaigns.
  • Support sustainability goals by exploring refurbishment or second-life opportunities for traded-in devices.
  • Work closely with marketing teams to plan communications and promotional campaigns around Trade-In offers.
  • Align with regional and global teams on Trade-In best practices and innovations.

Skills and Qualifications

  • Ideal candidate will have sales and/or business development experience in carrier/retail business, electronics/mobile manufacturing, and/or device insurance
  • Experience / understanding of mobile care programs and customer service repair programs and processes, including device trade-in
  • Experience with retail channel and/or carrier operations including field force management, promotion mechanisms and processes, performance tracking etc. is highly preferred
  • Experience with local insurance companies or third-party administrator (TPA) partners
  • Experience negotiating and managing commercial partner agreements
  • Familiarity with mobile OEM device supply chain process
  • Knowledge related to repair and distribution of refurbished phone markets will be beneficial
  • Proven ability to navigate organizations and drive implementation
  • Proven track record of successfully managing senior-level relationships both internally and with external customers and partners to deliver sales
  • Analytically adept to inform logic with data
  • Proficient with MS Power Point, Excel, and Word
  • Excellent communication & collaboration skills
  • Deep knowledge and previous strategic experience in mobile category desired
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