What is the job title and employer?

Senior Manager, Omni Channel Customer Experience at Samsung Electronics Canada.

Where is the role based?

Primary location: 2050 Derry Rd W, Mississauga, Canada. The posting indicates on-site presence.

What is the employment type and schedule?

Full-time. Samsung follows a four-day in-office schedule Monday through Thursday with a flexible Friday work-from-home option.

What salary and compensation are offered?

Salary: competitive base salary with performance-based incentives, employer-paid medical and dental coverage from day one, group RRSP, tuition reimbursement, and other employee benefits. Exact range is determined by experience and will be shared during the recruitment process.

What are the primary responsibilities?

Lead omnichannel contact center operations (voice, chat, email), implement VOC programs, optimize AI chatbots and CRM integrations, manage vendor relationships and budgets, design training programs, and drive continuous improvement across customer touchpoints.

What experience and qualifications are required?

Typically a bachelor’s degree (Business, Marketing, Technology or related preferred), 10+ years in consumer/business sales or support/service management (preferably senior contact center roles), and 5+ years creating contact center training and quality programs. Strong CRM, analytics, and eCommerce workflow experience is expected.

Is Samsung an equal opportunity employer and are accommodations available?

Yes. Samsung Electronics Canada is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities during the recruitment process.

How will applicants be notified?

Only candidates selected for interviews will be contacted by the recruitment team.

Where can I find the official job posting?

The role is listed on Samsung’s careers site and the Samsung Workday job posting for requisition ID R109484.

Samsung Canada Hiring: Senior Manager CX

Position Title: Senior Manager, Omni Channel Customer Experience
Organization: Samsung Electronics Canada
Location: 2050 Derry Rd W, Mississauga, Canada (On-site)
Type: Full-time
Application Deadline: November 28, 2025
Posted: October 4, 2025
Start Date: As soon as possible
Language Requirement: English
Compensation: Competitive salary with performance-based incentives and exceptional perks

About Samsung Electronics Canada

Samsung Electronics Canada stands as one of the world’s most recognizable brands and one of Canada’s Top 100 Employers. The company thrives on creativity, diversity, and innovation, driven by talented professionals who continuously push boundaries to redefine customer experience. Samsung’s inclusive culture is not just about fitting in—it’s about adding value, sparking new ideas, and making the organization an even better place to work.

Why Join Samsung

Employees at Samsung enjoy a world-class work environment packed with benefits designed to foster growth, balance, and well-being. From competitive pay and medical coverage starting on day one, to tuition reimbursement, on-site fitness facilities, and even virtual pet care—Samsung ensures every team member feels supported both personally and professionally. With a flexible hybrid schedule and learning opportunities through Samsung U, professionals here don’t just grow—they thrive.

Role Overview

As the Senior Manager of Omni Channel Customer Experience, the selected candidate will lead Samsung’s mission to enhance every aspect of the customer journey. This role demands a visionary leader who can inspire cross-functional teams, elevate service standards, and design seamless interactions across all customer touchpoints—phone, chat, email, and beyond. The position focuses on improving personalization, operational efficiency, and customer satisfaction to strengthen brand loyalty and drive repeat business.

Core Responsibilities

1. Customer Experience Leadership

Lead and mentor a dynamic team of direct and indirect staff, ensuring alignment with Samsung’s service excellence goals.
Develop and enhance customer service policies, processes, and communication frameworks.
Identify and resolve escalated cases through collaboration with logistics, warehouse, and technical departments.

2. Omnichannel Strategy & VOC Implementation

Design and manage a robust Voice of the Customer (VOC) program across all platforms.
Collaborate with Samsung Experience Stores and eCommerce teams to create unified customer experiences.
Regularly assess customer feedback (NPS, survey insights) to guide continuous improvements.

3. Operational Excellence & Analytics

Oversee daily operations of the Contact Center (Voice, Chat, Email).
Maintain performance dashboards, evaluate KPIs, and deliver analytical insights for decision-making.
Implement and optimize AI chatbots, CRM tools, and case management systems for efficiency and integration with eCommerce platforms.

4. Training & Capability Development

Design and execute training programs for both agents and AI chatbots on product knowledge, customer handling, and system usage.
Partner with internal training teams to ensure consistency in product understanding and service delivery.

5. Financial & Vendor Management

Develop and manage financial plans covering labor costs, incentives, and vendor budgets.
Lead contract negotiations and manage vendor SLAs to ensure operational excellence.
Forecast headcount needs and oversee invoice reconciliations and cost projections.

6. Continuous Improvement & Benchmarking

Drive innovation by benchmarking leading practices and technologies in customer engagement.
Lead improvement initiatives that enhance resolution speed, reduce costs, and improve customer satisfaction.
Maintain and optimize the Sprinklr platform to support real-time information sharing.

Desired Candidate Profile

Educational Background

Bachelor’s degree in Business, Marketing, Technology, or a related discipline (preferred).

Professional Experience

10+ years in customer service, sales, or support management, ideally in consumer or vendor contact center environments.
5+ years in designing and managing workforce training and quality performance programs.

Technical Proficiency

Deep understanding of CRM platforms, ticketing systems, and omnichannel communication tools.
Experience with AI chatbot optimization, customer data analytics, and eCommerce operations.
Strong command of Microsoft Office and data visualization tools.

Key Competencies

Customer-obsessed mindset with strategic leadership and analytical thinking.
Exceptional problem-solving, communication, and cross-functional collaboration skills.
Proven ability to manage change, budgets, and large-scale customer operations.

Equal Opportunity & Accessibility

Samsung Electronics Canada is proud to be an equal opportunity employer. The company provides accommodations for applicants with disabilities during every stage of the recruitment process. Applicants are encouraged to share any specific requirements to ensure fair and accessible consideration.

How to Apply

Interested candidates are encouraged to apply before November 28, 2025, through the official Samsung Careers Portal. Only shortlisted applicants will be contacted for interviews.

Apply

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