Assistant Manager, Service Experience

7 days ago

Sathon, Bangkok, Thailand Thai Samsung Electronics Co., Ltd. Full time

Job Description / Scope of work:

  • Lead the service center environment design, ensuring consistency with Samsung CI and branding, and global retail/service guidelines.
  • Plan and execute renovation, layout redesign, signage development, and facility improvements for all CS touchpoints
  • Conduct customer journey mapping, focusing on physical experience (welcome, queue, waiting, repair, payment).
  • Work with Property and CS Suwon, vendors, and ASC partners to ensure cost-efficient renovation and deployment.
  • Perform regular facility audits, identify gaps, and drive corrective action plans.
  • Support new service model rollouts, e.g., Express Repair zone, Premium Service areas, Smart Corner.
  • Review design proposals for new customer experience initiatives (e.g., Smart Queue, kiosk, digital wall, SC+ journey).
  • Manage annual renovation budget, procurement, and project timelines.

Qualifications / Key Skills Required:

  • Bachelor's degree in industrial design, related to Service Design, or related fields.
  • 5–8 years' experience in service marketing and communication, service center design, or any store improvement projects.
  • Strong skills in space planning, layout drafting, customer flow design, and project management.
  • Customer-centric mindset with strong attention to detail.
  • Ability to work with contractors, procurement, and cross-functional stakeholders.
  • Knowledge of branding, customer touchpoint design, signage systems, and facility standards.
  • Understanding of interior design, construction drawing, mechanical and electrical drawing, and strong presentation skills.
  • Familiarity with tools such as AutoCAD, SketchUp, Adobe programs is a plus.
  • Experience in multisite rollout is an advantage

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