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Senior Manager, Digital CX Strategy - Plano, TX

Company: Samsung Electronics Per--
Location: Plano
Posted on: September 23, 2022

Job Description:

Position SummaryMaking the future is everyday life at Samsung. We're seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset - better builds on better. 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.POSITION SUMMARYSamsung Electronics America Mobile Division's Digital Strategy & Enablement (DS&E) team develops and manages the company's online channel strategy. Sr. Manager of Digital Channel Customer Experience (CX) Strategy is a key leader of this new organization, DS&E, which was recently formed to accelerate online channel business growth for Samsung's Mobile division. This role will be responsible for developing and driving the online channel CX strategy across indirect .com channels (carrier.com, retailer.com, etc.) and identifying ways to reduce friction in the consumer journey to purchase Samsung's mobile products (Smartphones, Tablets, PC's, Wearables, Accessories). This position requires a strong Digital CX insights/analytical skills, project management and communication skills to build partnership with key leaders across the organization, lead through ambiguity, build and execute against well-defined plans, and move the organization towards a vision of delivering a best-in-class digital consumer experience. Ideal candidates will be self-starters, willing to identify areas of opportunity and proactively lead the organization to capitalize, flexible and willing to adapt to changing situations and environments, and have an ability to influence stakeholders and key partners.Role and ResponsibilitiesPrimary areas of responsibility include:

  • Benchmark best in class consumer experience on online ecommerce across industry and also within competitive space to inform and guide key business leaders and stakeholders
  • Identify and develop best practices and utilize data and consumer research to define a future state vision for the company's online channels
  • Define optimal digital experience KPIs and partner internally to develop reporting to track.
  • Audit and assess company's digital CX across online channels to identify issues and opportunities to improve overall customer experience and hence improve key business metrics
  • Lead the development of the CDJ strategy for the Mobile organization across indirect digital channels (carrier.com, retailer.com) that elevates and delivers a more consistent brand experience and reduces friction in the consumer journey to maximize conversion.
  • Lead cross-functional project teams and work closely with the channel marketing, account sales teams, and other digital teams internally.
  • Prepare pitch materials for and present to key stakeholders and executives across customer digital teams to drive improvements in the Samsung CDJ across customer digital channels.
  • Serve as a subject matter expert and provide thought leadership on how to deliver a best-in-class CDJ as well as creating a more seamless journey with offline channels.
  • Serve as a champion for the consumer and continuously push for providing the best consumer experience based on defined best practices.
  • Lead executive-level presentations on a frequent cadence.Skills and QualificationsBackground & Attributes:
    • Bachelor's Degree with 12+ years of directly related experience; Master's degree preferred.
    • 5+ yrs. of experience with eCommerce business / digital strategy consulting -experience
    • 5+ yrs. of leadership experience driving cross-functional teams
    • Executive communication skills and presence
    • Deep expertise in digital commerce strategies including web, mobile and/or social.
    • Business acumen and communication skills to act as thought partner to senior executives within the Mobile division and functional COE's
    • Digital sales and marketing experience in designing core KPI's, developing and executing business strategies and investment programs across different channels with account GM's.
    • Highly developed understanding of digital commerce business drivers impacting top and bottom line, as well as the ability to interpret digital analytics to implement/drive strategy.
    • Strong quantitative skills to understand business status and issues and drill down to identify solution paths in growing online channel business and shares. -
    • Experience leading digital commerce with an omnichannel mindset, with a focus on how to seamlessly tie the consumer experience across multiple channels and platforms so that in the consumer's mind, there is little to no distinction.
    • Demonstrated success leading teams and establishing effective working relationships with executives in varied areas, including global HQ counterparts.
    • Ability to lead complex projects, and work effectively in a matrix environment
    • Demonstrated strategic thinker who can turn strategic objectives into practical actions
    • Ability to efficiently scope and execute concrete strategic initiatives
    • Structured analytical and conceptual thinking
    • Strong sense of urgency and speed to action
      • Detailed communicator with both written/verbal abilities to direct teams in clear, concise and calm manner
      • High energy, works with a sense of urgency, highly responsive in a fast-paced environment
      • Driver of operational efficiency
      • Problem-solver with optimistic attitude & passion for delivering results.
      • Experience in developing marketing and sales presentations, using Word, Excel and PowerPoint.Behavioral & Leadership Competencies
        • EXCELLENCEDrives action with humility, EQ, and an unwavering passion for performance and results
        • CHANGEEmbodies and encourages intelligent creativity
        • CO PROSPERITYNavigates highly matrixed and complex organizations successfully as part of a team
        • PEOPLEBuilds and develops best-in-class teams built on trust, accountability and mutual respect for each other and the organization
        • INTEGRITYInspires trust, confidence, and consensus across the organization by fostering relationshipsNecessary Skills and attributes:Demonstrated ability to interact at all levels within customer's organizations. - - The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations. The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives. The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents. - Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience. Ability to support a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements. - Assist in and if needed direct the Samsung team in lab and field trials related to introduction of products sold to the customer.Physical/Mental Demands:Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC's, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest and ethical responsibilities.In order to comply with the federal vaccine mandate, Samsung requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualify for an exemption.#LI-CB1#Motivated* Please visit to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click .* 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.COVID-19 Vaccine MandateSamsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. - More details on how to apply for an exemption are provided after the application process is complete.Reasonable Accommodations for Qualified Individuals with Disabilities During the Application ProcessSamsung 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.

Keywords: Samsung Electronics Per--, Plano , Senior Manager, Digital CX Strategy - Plano, TX, Executive , Plano, Texas

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