Senior Manager - eCommerce Sales Operations, Customer Service

About This Role

Position Summary 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.

• 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.

Skills and Qualifications

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.

Key Performance Indicators (KPIs)* Online Revenue Growth

• Conversion Rate %
• Average Order Value (AOV)
• CSAT

\#LI\-RL2 Life @ Samsung \- https://www.samsung.com/us/careers/life\-at\-samsung/

Benefits @ Samsung \- https://www.samsung.com/us/careers/benefits/

The salary range for this role is expected to be between $159,000 and $185,000\. Actual pay will be determined considering factors such as relevant skills and experience, and comparison to other employees in the role. Regular full\-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 6 months), Paid Time Off, Student Loan Program (after 6 months), Wellness Incentives, and many more. In addition, regular full\-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.

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 SEA\_Accommodations\_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.