eCommerce Sales Operations Manager

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, 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.
  
  
  

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

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At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.

• Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
  
  
  

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.