Director Of Ecommerce Sales Operations
Samsung, United States
Job Description
Position Summary
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.
Role and Responsibilities
Lead the development and implementation of E-Commerce sales strategy and its operational execution that delivers value to Samsung.com customers, results in increased sales and creates better overall customer experience.
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.
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.)
Job Specification
Skills and Qualifications
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.
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.
Read and interpret detailed and complex technical documentation.
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.
The ability to accept tasks and problems/situations that differ, requiring creativity to search for solutions among learned consequences.
Ability to motivate large groups of team members to achieve above and beyond their current capability.