Director Of Samsung.Com And E-Store
Samsung, United Kingdom
Job Description
Position Summary
Why join our team?
The European Digital Marketing team is a very well regarded and rapidly growing function with a recent Presidential mandate to accelerate digital transformation across the region. Key projects are being driven forward in the areas of .COM (Retail and Direct), Social Media, CRM, Data, Analytics, and Digital Campaign Planning. The team is looking for high calibre individuals to join the team at this exciting time.
The Digital Team’s mission is to deliver a personalised, meaningful, premium experience to Samsung consumers across a multi-touchpoint ecosystem (website, e-store, social, email, device, app, chat, media) to drive sustainable business growth. We will do this by better understanding our consumer’s needs and behaviours through advanced analytics and focusing on continuous improvement on our digital channels.
As a European Centre of Excellence function, the digital team work closely with multiple internal and external partners to set regional strategy and provide highly specialised skills to drive transformational change across Europe.
The team seeks to create high value digital propositions we can deliver to consumers at the right time in their path to purchase. It is therefore vital to work with all parts of the business (Marketing, Retail, Customer Service, Content & Services, Product Divisions) in Europe, but also with HQ in Korea (Suwon) and with other regions such as the US and Australia.
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 31 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 to increase online sales/revenue.
e-Commerce revenue growth, P&L Accountability
The Director will be jointly accountable to drive step change in eCommerce revenue growth and responsible for managing, reporting and defining P&L goals/targets within each market. (e.g. Growing Direct to Consumer from 2020: $369m to $2bn by 2022).
Working with HQ, implement the new e-commerce platform (Global Platform v2) – starting in Q4 2018, and throughout 2019 - 2022.
Samsung.com Operations via Shared Service Operations (SSO)
Leadership, strategy definition and supplier management of the SSO. The SSO is a critical operations function for samsung.com, and in 2018, delivered over 14,000 product launches and over 3000 website updates (across 31 websites).
Responsible for delivery of all Digital Campaigns, Digital Marketing, and e-commerce in Europe, including, but not limited to: Campaign Planning, Flagship Launches, Website publishing and operations, ecommerce sales and operations.
Continuous Improvement of SSO, optimising the SSO (people, process, technology) so it is fit for purpose for today’s and future needs.
Stakeholder Management
This is a high profile role due to the critical nature of samsung.com, with over 50M+ unique visitors to the website. The Director will be the primary contact point for senior partners (VP and Presidents) in subsidiaries in Europe, and HQ Digital, Business and Marketing teams for Samsung.com.
Post holder details
Significant Budget Responsibility:
2018/2019 - c16m.
2017 was c14m
Large team management:
5 FTE
Shared Service Operations team – 100+. (using Cheil)
Virtual team management:
HQ : GMC, EMC, GBMs, IM and CE Digital + R&D Teams
Subs: Online Biz Teams, Digital Marketing Teams, Corporate Marketing Teams, IM + CE Teams
Suppliers: SDSE and SDS HQ, Cheil Europe and HQ Teams, Publicis Group (Digitas/StarComm)
Job Specification
What will be your key deliverables?
The key objective of the role are:
Transform and step change Digital Marketing experience on Samsung.com
Grow online sales (Direct to Consumer and B2B)
Smooth running and continuous improvement of Shared Service Operations
Key Responsibilities
The Director is responsible for collaborating with cross-functional teams to manage all aspects of the eCommerce / Digital Marketing including, business planning, content strategy and development, promotional campaigns and other online marketing, website design, customer service, web analytics and web technologies.
Lead the development of effective product flagship launches, promotions, content and UX aiming to increase conversion and average order value across Europe (Increase of additional 0.1% conversion is equates to an additional €18m revenue)
Pilot new propositions with one/two subs, once successful scale by rollout to all subs
To lead the delivery teams (suppliers and in-house) to manage and implement the strategy and initiatives (over 30+ major initiatives in 2018)
Create new and innovative content, ensuring Samsung's value proposition is well communicated to the target audience
Lead the onsite merchandising and conversion activities including but not limited to, product promotions, price promotions, special campaigns
Work alongside the marketing and CRM teams to ensure customer contact management is aligned under a single plan.
Ensure best practices are shared across and between markets and scale effective local initiatives to the regional level
Line Management - Build, Inspire and develop team, including stretch targets and rewards
Responsible for optimising the Shared Service Operations (People, Process, Technology) to deliver value for money
Supplier management - Responsible for supplier relationship with SDSE, Cheil, and other suppliers/agencies. Ensure all SLAs (e.g. availability, system performance) are met/exceeded
To ensure awareness and compliance of self, team, processes and platforms with the rules and requirements of relevant legal/regulatory/risk management frameworks
What do we need for this role?
Essential
Leadership – Significant experience of large teams and people to deliver e-commerce growth and Digital Marketing, and Website Operations through teams (direct and virtual), working at a regional level and effectively communicating value propositions with global and local partners
P&L Accountability – Proven, demonstrable track record of growing e-commerce revenue in multi-channel environment, including P&L management and reporting
Transformation / Change Management – extensive experience of delivering transformation / change programmes (10+ years)
Strong marketing background, leading website/ecommerce/technical teams and Product management teams (10+ years)
Presented frequently to senior executives (C suite/President/senior audience) to gain widespread support for change management initiatives to seek investment that delivers growth
Track record in delivering Website, Mobile Applications, CRM/Loyalty and Digital products
Strong Senior Partner management experience, gained in complex, matrix and European/Global environment
Strong Shared Service Operations / agency / team management skills; comfortable leading teams, providing creative feedback, driving performance (5+ years).
Presented frequently to executives to gain widespread support for change management initiatives to seek investment that delivers growth
Ability to involve people across the organisation, sell ideas and tackle conflicts in a productive manner.
Demonstrated business results from delivering on-time and managing large marketing budgets
Ability to work within a fast paced, high pressure environment
Ability to deliver through others and work without a ‘power base’
Desired
Big brand experience
Fluent in other European languages
Worked with / exposure to Far East / Asian based organisations
Technical expertise/ Qualifications
Technology - Experience and knowledge of Enterprise Marketing Platforms e.g. Adobe Marketing Cloud or similar Marketing Tech Platforms
Website (Any CMS / HTML) development experience
E-commerce platform experience - Hybris or other enterprise platforms
AGILE certified/qualified or similar new project management methodology (5+ years)
User Experience / Information Architecture experience
What does success look like?
Personal attributes:
Gravitas - An ability to connect with people, using a range of influence skills to inspire/ get results
Critical thinking and pragmatic/focused approach to delivery
Flexible. Multitasking abilities, able to deal with changing priorities daily
Comfortable with