eCommerce Sales Operations Manager - Home Appliance

Position Summary

Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies and has become recognized as one of the top 10 global brands. Samsung is currently ranked #2 on Forbes’ “Most Reputable Tech Companies” for 2016 and #6 on Interbrand’s "Best Global Brands” list for 2017.Our network extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. As a result of our commitment to innovation and unique design, the Samsung organization is one of the most decorated brands in the electronics industry.

Headquartered in Ridgefield Park, N.J., Samsung Electronics America, Inc. (SEA) is a recognized innovative leader in consumer electronics, mobile devices and enterprise solutions. A wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA is pushing beyond the limits of today’s technology and providing consumers and organizations with a portfolio of groundbreaking products in appliances, home entertainment, Internet of Things, mobile computing, smartphones, virtual reality, wireless infrastructure and wearables, in addition to offering leading content and services related to mobile payments, 360-degree VR video, customer support and more. Samsung is a pioneering leader in smartphones and HDTVs in the U.S. and one of America’s fastest growing home appliance brands.

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, organiz