Head of CS VoC (Voice of Customer)

About the role

Samsung Electronics Türkiye is looking for an experienced Head of VoC to lead its customer care and Voice of Customer agenda. The role brings together customer insights, service quality and operational excellence to strengthen customer trust and improve the customer journey, while monitoring and reporting local and global VoC KPIs and leading cross-functional improvement initiatives.

Key responsibilities

• Lead customer care and VoC activities, setting priorities for complaint management, service recovery and customer satisfaction
• Analyse customer feedback, complaint trends and service data to identify pain points and drive corrective and preventive actions
• Guide the resolution of sensitive escalations and coordinate with technical, quality, legal and business teams
• Work with technical and quality teams to investigate defects, find root causes and prevent recurring issues
• Lead moderation and response on social media customer care
• Manage customer care vendors and call center partners, monitoring service quality and supporting improvements
• Coordinate customer service legal cases and manage risks related to compensation, returns and quality issues
• Present actionable insights, case studies and recommendations to stakeholders

Required profile

• Bachelor's degree in Business Administration, Engineering or a related field; Industrial Engineering preferred
• At least 12 years of relevant experience in customer care, customer service, complaint management or service quality, including leading and developing teams
• Strong expertise in B2C complaint handling, complex escalations and service recovery
• Experience translating customer feedback and operational data into practical improvements
• Ability to handle sensitive cases and make sound decisions under pressure
• Excellent written and spoken English
• Experience in consumer electronics and call center vendor management preferred

Required skills

• Strong knowledge of social media moderation and customer response management
• Proficiency in Excel and Microsoft Office, with strong analytical and reporting capabilities
• Stakeholder management, communication and presentation skills