eCommerce Sales Operations Manager - Home Appliance

Samsung - Ridgefield, NJ

Full-time - Mid Level

Ridgefield, NJ

Merchant Wholesalers, Durable Goods

About the position

Samsung Electronics, a global leader in technology, is seeking an eCommerce Sales Operations Manager to enhance the customer experience on its digital platforms, including the Samsung and Shop Samsung app. This role is pivotal in establishing Samsung as the premier destination for purchasing its products online. The ideal candidate will be responsible for managing and optimizing eCommerce sales operations, focusing on increasing customer interactions, conversion rates, and average order values while ensuring customer satisfaction. The position requires a proactive approach to innovate customer outreach and operational efficiency, working closely with various teams to achieve these goals. The eCommerce Sales Operations Manager will lead the execution of the sales strategy, leveraging data to identify opportunities for growth and improvement in customer engagement metrics. This role also involves managing third-party teams to ensure service levels are met efficiently and providing governance to service vendors to maintain adherence to company policies. Regular analysis of customer engagement and performance metrics will be essential to track progress and drive continuous improvement in the eCommerce sales operations.

Responsibilities

• Lead the operational execution of the e-Commerce sales strategy that delivers value to Samsung customers, results in increased sales and creates better overall customer experience.
• Effectively leverage data to identify the largest areas of opportunity to increase traffic, click-through rate, conversion, average order value, and customer satisfaction.
• Manage third-party teams to assure expected service levels are achieved at an efficient cost while creating redundancy.
• Collaborate with training and content teams to ensure agents have a comprehensive understanding of Samsung and competitive products.
• Provide governance to third-party service vendors to ensure adherence to policies and procedures.
• Conduct regular analysis of customer engagement and track key performance metrics.

Requirements

• Bachelor's Degree with 5+ years of directly related experience in sales or service network operations.
• Experience leading a sales function in an E-commerce, Retail, or Consumer Electronics company.
• Project and program management expertise.
• Team/People management experience, including day-to-day coaching.

Nice-to-haves

• Demonstrated competency in persuasive communication skills for internal and external personnel at all management and staff organizational levels.
• Ability to plan, organize, and prioritize multiple complex assignments and projects.
• Proven ability to lead a team towards a common goal.
• Experience motivating large groups of team members to exceed their current capabilities.

Benefits

• 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
• MBO bonus compensation based on performance.