eCommerce Sales Operations Manager - Home Appliance

Position Summary

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks, and digital displays. As EPA’s ENERGY STAR® Corporate Commitment Partner, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices, and operations.

People | Excellence | Change | Integrity | Co-prosperity

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 an on-line Sales Manager to help build, run, and improve the eCommerce sales operation overall.  In this role, you will manage 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 executing innovations in how we reach customers optimizing operations with the teams we work with.  Our ideal candidate prioritizes sales and customer experience, aggressively recommends change, and possesses a strong sense of ownership.

Key Responsibilities

• Lead the operational execution of the e-Commerce sales strategy that delivers value to Samsung.com customers, results in increased sales and creates better overall customer experience.
• 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.
• 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.

Skills and Qualifications

Experience Requirements

• Bachelor's Degree with 5+ 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.
• Project and program management expertise.
• Team/People management inclusive of both day to day coaching.

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.
• The ability to lead a team of employees to a common goal. 
• Ability to work in a team environment, in order to achieve personal and project team goals and to complete projects within established time frames. 
• Ability to motivate large groups of team members to achieve above and beyond their current capability.

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Life @ Samsung -