Sr. Manager II, Discovery & Help Content
- Collaborated daily with marketing and design teams to develop and plan site content, layout, and style on 50+ projects annually.
- Managed content distribution to online channels, print, on-device and all Samsung channels.
- Managed Samsung Care Video Support (youtube.com/samsungcare), with a growth rate of 315K subscribers, across all product types.
- Utilized analytics and site metrics to determine areas of improvement for a better customer and agent experience to improve CES, increase call deflection and NPS and drive customer loyalty.
- Directed website content by gathering information and integrating data from other departments or other systems through API and site gap alignment.
- Streamlined functions by developing and implementing processes and task management ticket systems, including Confluence, Jira and Teamwork.
- Implemented A/B testing various digital elements to continually improve performance metrics and drive a better customer experience,
- Ensured adherence to brand voice guidelines throughout all channels of communication within the organization's digital presence.
- Consistently met tight deadlines while maintaining high-quality standards for all published materials.
- Increased website traffic by optimizing SEO and implementing effective content strategies.
- Repurposed existing print materials into engaging online formats using HTML, CSS, and JavaScript techniques when applicable for legal, agent knowledgebase and dotcom.