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Director of E-Commerce Sales Operations
2 months ago
Samsung is a leader in innovation, driven by a passion for change and a commitment to excellence. Our vision is to create a best-in-class customer experience for customers shopping on our e-commerce platforms and the Shop Samsung app. We seek a Director of Sales to innovate, run, and improve the sales operation overall, focusing on growing sales through proactive chat capabilities and optimizing operational costs.
Key Responsibilities- Develop and implement an e-commerce sales strategy via conversational commerce, delivering value to customers, increasing sales, and enhancing the overall customer experience.
- Develop sales forecasting models and manage subsequent iterations.
- Own e-commerce sales and key operational metrics, ensuring resources are dispatched, trained, and enabled to grow sales and repeat purchase intent.
- Effectively leverage data to identify opportunities to increase traffic, click-through rate, conversion, average order value, and customer satisfaction.
- Manage third-party teams to achieve expected service levels at an efficient cost, creating redundancy.
- Work with training and content teams to ensure agents have an effective understanding of our and the competition's products.
- Manage complex budgets and track progress to target, balancing revenue growth and profitability while supporting the overall strategy.
- Provide governance to third-party service vendors, ensuring 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.
- Bachelor's Degree with 15+ 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.
- Demonstrated ability to balance operations and implement strategic/innovative solutions.
- Project and program management expertise.
- Team/People management, including day-to-day coaching and career development.
- Strong analytical capabilities and a solid understanding of how to leverage tools like Excel.
- Demonstrated competency in persuasive communication skills using both oral and written modes for internal and external personnel at all management and staff organizational levels.
- 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 to achieve personal and project team goals and 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.
