Head Of SSO Strategy And Programmes
Samsung, United Kingdom
Job Description
Role and Responsibilities
What will this role achieve?
Samsung.com is one of the most important touch-points in Europe with over 50M+ Unique Visitors per month across 30 European sites in 25 countries in 17 languages. European Headquarters have exciting plans to step change the online experience to engage, inform and convert visitors with highly targeted and individualised experiences.
You will be responsible for creating and implementing a strategy for Samsung.com Shared Service Operations (SSO) across Europe and manage a programme of projects that support the enhancement of Samsung.com. You will report to the Director of Samsung.com in Europe and contribute to the wider advancement of digital transformation.
Your responsibility will be to ensure they all work efficiently under clear SLAs with the subsidiaries, and towards the European digital vision. You will work alongside other Managers and agencies being recruited as part of Samsung’s Digital Transformation initiative including the areas of Digital Content, Analytics, User Experience and Platforms.
Whilst the role is European focus, it will have a global remit as you will be working with HQ teams to co-ordinate and deliver services.
Finally, strategically, you will shape local/shared services to meet this demand where appropriate. This will be in the form of new shared services and operating models e.g. for mobile loyalty app, for translation services, for future product lines in addition to a shared service for Samsung.com, for expanding B2B visibility on .com.
A key measure of success will be increased e-store revenue, smooth running of operations and positive feedback from the 32 markets of Samsung.com that you will manage.
Stakeholders
European HQ Digital Team (7 teams) – VP Digital, VP Brand, Directors.
European Marketing Teams (Brand, Customer Insights, Omni-channel, Strategy) – VP, Directors
Product Lines (e.g. Mobile, TV, Home appliances, B2B) –Directors
17 Subsidiaries / 31 local markets (each have Digital, e-commerce, Marketing teams, and product line teams (GBMs) responsible for P&L) – Local Presidents, VP, Directors
HQ teams (e.g. Global Marketing, e-commerce, product lines, GBMs) – VP, Directors, Senior Managers
Budget – c9m.
Team size:
7 in-direct reports
Commercial and hands on co-management of Shared Service Teams:
Central Shared Service Team is 20
Shared Service team size is c100
17 Local Shared Service Leads
Key Performance Indicators:
Increase eStore revenue (2021 target – c$1bn, 2019 actual was $327m)
On time registration of new products – 100%
Flagship launch - On time launch, and within 15mins of unpacked
Operational efficiency – process more Tickets/volume of work for same/less budget
Job Specification
What do we need for this role?
Essential
Leadership - Significant experience of leading people to deliver the strategy (direct and virtual), working at a regional level and effectively communicating value propositions with global and local partners
Flexibility to deal with evolving team over many nationalities, languages and time zones
The ability to package and present ideas with clarity, and to convey complex, marketing information in an appropriate way
Strong Senior Stakeholder management experience, gained in complex, matrix and European/Global environment (5+ years). Ability to build and maintain a network of partners, develop relationships to deliver change across the S.com and wider digital operations
Experience managing and developing teams
Experienced managing complex programmes of work
Excellent written and verbal communication (clear, accurate, complete, impactful)
Change agent - Presented frequently to executives to gain widespread support for change management initiatives to seek investment that delivers growth
Demonstrated business results from delivering on-time and managing to large marketing budgets
Ability to work within a fast paced, high pressure environment
Desired
Experience with, or deep understanding of the consumer electronics industry.
Degree or professional certification in Service, Business or Project Management
Big brand experience
Global or European experience good but not essential
Understanding of and/or experience with Korean culture
Technical expertise/ Qualifications
Qualified or similar new project management methodology (5+ years)
Process / Operational improvement methodology e.g. six sigma (5+ years)
Skills and Qualifications
What does success look like?
Personal attributes:
Go extra mile / think beyond - don't be easily satisfied (try to get the best out of situation with good balance between HQ and our markets -> our customers)
Overarching attitude/role but hands-on if needed
Team player (in tough situations -> no agency/client relationship attitude re: think Flagship launches, we are one family in order to achieve and deliver)
Excellent communication skills and partner management
Ability to work under pressure
Leader and motivator
Enthusiastic and positive
Gravitas - An ability to connect with people, using a range of influence skills to inspire and get results
Critical thinking and pragmatic/focused approach to delivery
Flexible. Multitasking abilities, able to deal with changing priorities daily