Director - Business Strategy / e-Commerce Sales Operation

Position Summary

For decades, Samsung has been leading the charge on innovation. We see beauty in achieving excellence and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate.

At Samsung Electronics America, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. Only the resilient and resourceful thrive in the daily dose of unexpected at Samsung. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges head-on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Samsung, we Own the Unknown.

Are you ready to #OwnTheUnknown? Join us.

Role and Responsibilities

Samsung’s vision is to create a best in class customer experience for customers shopping on Samsung.com and Shop Samsung app, which will be the most strategically important channels for the company. Our desire is to be known by consumers as the ‘go to’ destination to buy Samsung products, where one can get best in class E-commerce shopping and customer service experience.  We seek a Director of Sales to innovate, run, and improve the sales operation overall.  In this role, you will manage, govern, and optimize our effort to grow sales on Samsung.com and our other digital properties through our proactive chat capability.  This includes increasing the number of customers the team interacts with, increasing the conversion rate and average order value of those interactions, and assuring those customers are satisfied with their experience.    Additionally, this role will be key in driving innovations in how we reach customers and optimizing the operational cost structure of our efforts.  Our ideal candidate prioritizes sales, the customer experience and the customer journey in their strategic approach; aggressively recommends change; and brings innovation, and possesses a strong sense of ownership.

Key Responsibilities

• Lead the development and implementation of E-Commerce sales strategy via conversational commerce and its operational execution that delivers value to Samsung.com customers, results in increased sales and creates better overall customer experience.
• Develop sales forecasting models/Sales plan and manage subsequent iterations.
• Own E-Commerce sales and other key operational metrics, ensuring that resources are rapidly dispatched, trained and enabled with tools to grow sales and repeat purchase intent.
• Effectively leverages data to identify the largest areas of opportunity to increase traffic, click through rate, conversion, average order value and customer satisfaction.
• Efficiently and effectively manage third party teams to assure we achieve expected service levels at an efficient cost while also creating redundancy.
• Work with training and content teams to agents have an effective understanding of our and the competitions products.
• Manages complex budgets and tracks progress to target along each line of business ensuring a balance is maintained between revenue growth and profitability while supporting the overall Samsung.com strategy.
• Provide governance to third party service vendors; insures adherence to policies and procedures.
• Own a regular analysis cadence for customer engagement reasons and track key performance metrics.
• Establish and manage relationships with key internal and external stakeholders (Supply Chain Management, Fulfilment, E-Commerce business management, etc.)

Skills and Qualifications

Experience Requirements

• Bachelor's Degree with 15+ years of directly related experience in sales or service network operations
• Experience leading a sales function of an E-commerce, Retail or Consumer Electronics company.
• Demonstrated ability to balance operations and implement strategic/innovative solutions
• Project and program management expertise.
• Team/People management inclusive of both day to day coaching with an emphasis on career development.
• Strong analytical capabilities and a solid understanding of how to leverage tools such as Excel

Other Professional Attributes

• Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels to obtain critical project decisions. 
• Plan, organize and prioritize multiple complex assignments and projects.
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