Insights Manager

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:

• 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

• 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

• 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

• 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

• 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

• 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

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

Benefits:
Work From Home, Vehicle Allowance, Professional Development, Employee Referral Program, Maternity/Paternity Paid Leave, Paid Holidays, Flexible Spending Accounts, Free Food and Coffee, Medical, Dental and Vision, Paid sick days, Parking , Merchandise Discounts, Performance bonus, Mobile Phone Discount, 401K, Gym Memberships, Employee Events, Subsidized Commuting, Retirement / Pension Plans, Transportation Allowance, Vacation/paid time off

About the Company:

Insight Global

We are a staffing agency helping individuals find jobs and employers fill open positions.

Based in Atlanta, Insight Global is a premier provider of employment and staffing solutions to Fortune 1000 customers across the United States and Canada. We provide long-term contract, short-term contract, temporary-to-permanent, direct placement, and enhanced staffing services. Insight Global specializes in placing contract job seekers into Information Technology, Accounting and Finance, Engineering (non-IT), and Government jobs.

Since our inception in 2001, we have experienced unprecedented growth within our industry, rapidly expanding from an Atlanta-based start-up to one of the most successful staffing firms in America.

Our core staffing services are the backbone upon which Insight Global was founded and have driven our success. We cater our delivery approach and recruiting efforts to meet each client's unique demands, ensuring that we deliver both maximum client value and the differentiated Insight Global experience.

Company Size:
2,500 to 4,999 employees

Industry:
Healthcare Services

Founded:
2001

Website: