Senior Manager - eCommerce Sales Operations, Customer Service

Samsung Electronics•Englewood Cliffs, NJ

4d•$159,000 - $185,000

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. From our humble beginnings to our position today as a tech leader, our passion for innovation has been the common thread throughout our history. We’ve grown into one of THE most recognized global brands. We consider ourselves “relentless pioneers” that push boundaries and defy barriers. 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 EPA’s ENERGY STAR® Corporate Commitment Partner, 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 Role & Responsibilities Samsung’s vision is to create a best in class customer experience for customers shopping on Samsung.com and Shop Samsung app, which will be the most strategically important channels for the company. Our desire is to be known by consumers as the ‘go to’ destination to buy Samsung products, where one can get best in class E-commerce shopping and customer service experience. We are seeking a dynamic and results-driven Online Sales Manager to lead our digital sales strategy for mobile products, including smartphones, tablets, and accessories. The ideal candidate will have extensive experience in e-commerce, a deep understanding of the mobile technology market, and a proven track record of driving online conversions and managing high-performing sales teams at offshore locations. This role will be key in executing innovations in how we reach customers and optimizing operations with the teams we work with. Our ideal candidate prioritizes sales and customer experience, strategically recommends change, and possesses a strong sense of ownership. Position Objective Develop, implement, and manage comprehensive online sales strategies to maximize revenue and increase customer retention across digital channels.

Requirements

Minimum Qualifications Bachelor's Degree with 10+ years of experience in online sales, e-commerce, or digital marketing, preferably in the mobile phone, consumer electronics, or tech industry.
Proven experience leading, managing, and developing a team.
Deep domain knowledge in E-commerce or B2C sales.
Proficiency in CRM software (e.g., Sprinklr), e-commerce platforms and data analytics tools.
Strong ability to interpret sales data, identify trends, and make data-driven decisions.
Excellent verbal and written communication skills for building client relationships and team collaboration.

Responsibilities

Set, monitor, and achieve monthly and annual sales quotas and KPIs for the online team.
Manage BPO operations to ensure consistent achievement of SLAs and KPIs, while maintaining a rigorous focus on ROI.
Coach and train our Digital sales representatives and ensure best in class performance for both revenue generation and KPI attainment (CVR, AOV).
Research industry trends and competitor activities to identify market opportunities through our ePromoter channel.
Act as the internal expert on how to increase conversion rate through our online chat channel.
Collaborate with Category Managers and other SEA teams to align sales campaigns, promotional activities, and digital advertising to increase traffic or conversion.
Partner with training and content teams to ensure sales reps possess a deep mastery of product features and competitive differentiators.
Provide governance to third party service vendors to ensure adherence to policies and procedures.
Drive data informed decision making to identify growth opportunities and operational efficiencies.