Director, Strategic Planning

Samsung Electronics•Plano, TX

17h

About The Position

Samsung Electronics America is seeking a Director of Strategic Planning to shape Customer Satisfaction (CS) across North America. Reporting to the Executive Director of NAHQ Customer Satisfaction, the role translates customer insight into enterprise strategy by setting the vision, priorities, and roadmap to improve customer experience, retention, and brand loyalty. This high-visibility position partners with senior leaders across SEA and SECA to define the CS organization’s vision and mission, identify growth opportunities, and ensure customer-facing initiatives are coherent, measurable, and aligned with Samsung’s broader business objectives. The role combines strategic planning and analysis with hands-on execution, executive communication, and consensus building across departments, regions, and cultures. The Director owns CS strategy and planning, manages divisional KPIs and performance reporting, directs market and industry analysis, and leads cross-divisional strategic initiatives. The role requires a bachelor’s degree and 12 or more years of progressive experience in strategy development, business planning, or a related function. Flexibility to work beyond standard hours to coordinate with Korean leadership and willingness to travel domestically or internationally up to 10% are expected.

Requirements

Bachelor’s degree required.
At least 12 years of progressive experience in strategy development, business planning, or a related function.
Demonstrated experience analyzing customer data and feedback to design and implement customer service strategies that measurably improve satisfaction and retention.
Advanced Microsoft Excel skills for quantitative analysis.
Working knowledge of AI-assisted analytics tools such as Copilot, Power Query, and Power BI.
Advanced PowerPoint skills for executive storytelling.
Strategic mindset and ability to translate insights into cross-departmental initiatives and measurable outcomes.
Track record of meeting or exceeding performance goals.
Exceptional verbal and written communication skills and ability to build trusted relationships across functions and divisions.
Ability to engage credibly with stakeholders at all organizational levels, from front-line teams to senior executives.
Negotiation and influencing skills to align stakeholders amid competing priorities.
Strong organizational discipline to plan, prioritize, and deliver multiple strategic programs simultaneously.
Ability to interpret and act on complex technical documents, contracts, and related materials.
Ability to communicate complex technical and business matters in writing and in person to technical, operational, and executive audiences.
Collaborative leadership skills and ability to help cross-functional teams meet contracted objectives and team goals on schedule.
Flexibility to work beyond standard hours as needed to coordinate with Korean leadership.
Willingness to travel domestically or internationally up to 10%.

Nice To Haves

MBA strongly preferred.
Deep understanding of consumer goods industries; consumer electronics experience strongly preferred.
Bilingual proficiency in English and Korean preferred.
Experience using AI-enabled presentation tools such as Copilot for PowerPoint.
Familiarity with AI productivity tools such as ChatGPT and Copilot.

Responsibilities

Own and continuously evolve core Customer Satisfaction strategy and planning documents, including the Service Channel Strategy, Customer Management Excellence Strategy, and annual management planning.
Provide rigorous analytical support for cross-departmental and multifunctional business decisions, including market-level improvement plans and market intelligence based on primary and secondary research.
Lead Customer Satisfaction Division KPI management by tracking regional and service-type performance trends and driving improvement actions.
Produce data-driven performance reports for leadership review.
Partner with internal stakeholders, RHQ, and HQ to align performance narratives and action plans.
Introduce new KPIs and manage their rollout, initial setup, and ongoing performance tracking.
Direct industry analysis, tracking trends, patterns, early warning signals, and forecasts on weekly, monthly, quarterly, and annual cadences.
Conduct total addressable market analysis across internal and external views and relevant categories.
Synthesize third-party analyst research into forecasts and actionable insights for senior stakeholders.
Lead cross-divisional initiatives and projects with the Service Division, NAHQ functions such as CRM and Online, and HQ.
Develop ad hoc analyses and executive-level presentations, and represent the Customer Satisfaction organization on special strategic projects.
Build consensus and align stakeholders across departments, regions, and cultures to deliver measurable outcomes.