Director of Shop App eCommerce

Samsung•Mountain View, CA

19d

About The Position

Headquartered in Englewood Cliffs, N.J., Samsung Electronics America, Inc. (SEA) is a leader in mobile technologies, consumer electronics, home appliances and enterprise solutions. The company pushes beyond the limits of today’s technology to provide groundbreaking connected experiences across its large portfolio of products and services, including mobile devices, home appliances, home entertainment, 5G networks and digital displays. As an eleven-time winner of EPA’s ENERGY STAR® Partner of the Year Award for Sustained Excellence, SEA is dedicated to making a positive impact on the environment through its eco-conscious products, practices and operations. People | Excellence | Change | Integrity | Co-prosperity Role and Responsibilities Specific responsibilities include: Focus on core pillars – Acquisition, Retention & Revenue maximization. Develop strategies that prioritizes a seamless customer experience, driving loyalty and customer engagement. The overarching goal is to deliver exceptional value to customers while driving business growth focused on long term CLV. Strategic Growth Initiatives: Identify and implement new growth opportunities for the mobile app business, focusing on acquisition, retention, and customer value maximization. This includes leveraging machine learning algorithms and personalized experiences to optimize user journeys and drive long-term engagement. New Program Development: Design and launch innovative programs to drive user acquisition, engagement, and retention. This includes creating referral programs, gamification strategies, exclusive content offerings, and loyalty rewards to attract and retain users while fostering brand advocacy. Market Expansion: Identify and capitalize on new market opportunities by tailoring app features and marketing strategies to diverse demographics and geographic regions. Simultaneously, provide context-driven, personalized experiences that resonate with localization preferences to enhance user satisfaction and adoption. Partnership Strategy: Design and implement a partnership strategy to collaborate with partners and platforms, focusing on synergistic collaboration. These partnerships should aim to boost user acquisition efforts while delivering mutual benefits to all involved parties, such as co-branded campaigns or bundled offerings. Innovation Pipeline: Continuously evaluate and implement emerging technologies (e.g., AR/VR) and trends (e.g., subscription models, live streaming, voice-based interactions) to stay ahead of competitors and deliver unique value to users. Customer-Centric Value Maximization: Develop strategies to maximize customer value by delivering seamless, context-driven experiences that align with user preferences. This includes enhancing usability, ensuring consistent updates, and addressing evolving customer needs through feedback-driven iteration. Feedback-Driven Iteration: Actively gather and analyze user feedback to identify pain points and opportunities for improvement. Use this data to iterate on app features, enhance usability, and ensure the app consistently meets evolving customer needs. App Loyalty Drivers: Implement strategies to foster user loyalty by offering personalized incentives, exclusive benefits, and seamless experiences. This includes loyalty programs, tiered rewards, and consistent updates that keep users engaged and invested in the app’s ecosystem. GTM Focused Executions: Develop and execute Go-To-Market (GTM) strategies for new app features, updates, or launches. This includes crafting compelling messaging, coordinating cross-functional teams (e.g., marketing, sales, product), and leveraging data-driven insights to ensure successful market penetration and adoption. Push Notification Innovation: Innovate push notification strategies to enhance user engagement and retention. This includes leveraging machine learning for personalization, optimizing timing and frequency, and delivering context-driven messages that drive actionable outcomes while minimizing opt-outs THE CANDIDATE Background & Competencies Required:

Requirements

A bachelor’s or master’s degree in Business Administration, Computer Science, Information Technology, or a related field.
15+ years of experience in eCommerce, mobile app development, marketing, or a related role.
Proven track record in driving growth initiatives for mobile apps, with a focus on acquisition, retention, and customer value maximization.
Strong eCommerce experience required with technical acumen.
Experience managing teams across disparate locations.
Proficient in mobile app ecosystems (iOS, Android) and development frameworks.
Experience in machine learning algorithms and personalization techniques to enhance user experiences.
Hands-on experience with data analytics tools (e.g., Excel, Tableau, Adobe Analytics, Google Analytics) and proficiency in SQL, GCP BigQuery, and related data analysis skills to extract actionable insights.
Demonstrated ability to develop and execute strategic growth initiatives, including market expansion, partnership strategies, and channel diversification.
Experience in designing and launching innovative programs (e.g., referral programs, gamification) to drive user engagement and retention.
Proven skills with the ability to successfully foster collaboration effectively with cross-functional teams (e.g., design, development, marketing).
Experience in coordinating GTM strategies for new app features or launches.
Strong focus on delivering context-driven, personalized experiences that maximize customer value.
Experience in gathering and analyzing user feedback to iterate on app features and enhance usability.
Keen awareness of emerging technologies (e.g., AR/VR, voice-based interactions) and trends (e.g., subscription models, live streaming).
Ability to innovate push notification strategies using machine learning for personalization and context-driven messaging.
Excellent analytical skills to monitor key metrics (e.g., user acquisition cost, retention rate) and make data-driven decisions.
Strong problem-solving abilities to address user pain points and optimize app performance.
Exceptional communication and presentation skills to articulate strategies, insights, and progress to senior leadership.
Ability to craft compelling messaging for GTM campaigns and partnerships.

Nice To Haves

Having prior experience on the consumer electronics space is a huge plus especially in the loyalty, Omni channel, order management and customer service operations.
A “leader” personality - biased toward action, great collaborator and master in disambiguation, constantly pushing toward clarity and delivery.

Responsibilities

Focus on core pillars – Acquisition, Retention & Revenue maximization.
Develop strategies that prioritizes a seamless customer experience, driving loyalty and customer engagement.
Identify and implement new growth opportunities for the mobile app business, focusing on acquisition, retention, and customer value maximization.
Design and launch innovative programs to drive user acquisition, engagement, and retention.
Identify and capitalize on new market opportunities by tailoring app features and marketing strategies to diverse demographics and geographic regions.
Design and implement a partnership strategy to collaborate with partners and platforms, focusing on synergistic collaboration.
Continuously evaluate and implement emerging technologies (e.g., AR/VR) and trends (e.g., subscription models, live streaming, voice-based interactions) to stay ahead of competitors and deliver unique value to users.
Develop strategies to maximize customer value by delivering seamless, context-driven experiences that align with user preferences.
Actively gather and analyze user feedback to identify pain points and opportunities for improvement.
Implement strategies to foster user loyalty by offering personalized incentives, exclusive benefits, and seamless experiences.
Develop and execute Go-To-Market (GTM) strategies for new app features, updates, or launches.
Innovate push notification strategies to enhance user engagement and retention.

Benefits

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 [email protected] for assistance.

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