Assistant Manager, Service Experience (Shop Customer Service)

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.

• Candidate who is willing and able to travel to project sites for nighttime inspections, with flexibility to work outside regular office hours as required. ***

• 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