Senior Manager, eCommerce (HA)

LG - Englewood Cliffs, NJ

Full-time - Senior

Englewood Cliffs, NJ

251-500 employees

Computer and Electronic Product Manufacturing

About the position

The Senior Manager, eCommerce at LG Electronics is responsible for innovating, managing, and improving the overall sales operations on LG.com and other digital properties. This role focuses on enhancing customer interactions through proactive chat capabilities, increasing sales metrics such as conversion rates and average order value, and ensuring customer satisfaction. The ideal candidate will drive innovations in customer outreach and optimize operational costs while prioritizing sales and the customer experience.

Responsibilities

• Lead the development and implementation of eCommerce sales strategy via conversational commerce and its operational execution that delivers value to our customers
• Develop sales and forecasting models and associated staffing plans
• Own eCommerce 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 leverage 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 to manage unexpected scenarios
• Work with training and content teams so agents have an effective understanding of our products, services, and offers as well as those in the competitive landscape
• Manage complex budgets and track progress to target and plan investment for future growth
• Provide governance to third party service providers; ensure adherence to policies and procedures
• Experience interacting with software solution vendors and operating a business liaison for complex implementations
• 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, fulfillment, category, etc.)

Requirements

• Bachelors degree with 15+ years of related experience in sales or service operations
• Experience leading a sales function of an eCommerce retail or consumer electronics company
• Demonstrated ability to balance operations and implement strategic/innovative solutions
• Expertise in managing teams and people, focusing on daily coaching and career progression
• Skilled in managing projects and programs
• Strong Excel Skills for problem-solving and analysis as well as understanding A/B testing methodologies

Nice-to-haves

• Proven ability in persuasive communication across various management levels to secure support for critical initiatives
• Plan, organize, and prioritize multiple complex assignments and projects
• Read and interpret technical documentation
• Strong leadership skills to guide teams toward achieving a common goal
• Capable of addressing diverse challenges through creative problem solving and developing appropriate solutions
• Ability to motivate large groups of team members to achieve above and beyond their previous performance

Benefits

• Equal employment opportunity regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law
• Pay transparency in compensation decisions based on skillset, experience, and other factors