You will be responsible to support the Head of D2C Platform Operations Europe to deliver key operational activities for Back End Ops, supporting all 16 EU subsidiaries.

Responsibilities

Lead and deliver the operational effectiveness of Back End Operations

Manage the execution of key services to support subsidiary e-store (Merchandising, D2C Operations, L1 Support)

Support subsidiaries to achieve their agreed targets for direct eStore sales

Execute changes on S.com estore and e-promoter to agreed timelines

Resolve issues and queries that impact sales

Operate an effective Support service to markets, tracked and measured against SLAs

Act as a primary point of escalation for issues where service design impacts performance; resolve issues and manage their impact

Establish processes, SLAs, determine priorities, schedules, plans and necessary resources to ensure completion of projects and requests on time and within budget

Monitor performance, design and implement programmes to improve service performance

Work with customers (European Markets) and suppliers (EHQ, HQ) to understand requirements and build operational improvement plans; hold regular reviews with key markets to track progress

Communicate performance to senior partners and local markets

Out of hours working for key events/flagship launches and regular travel in Europe or to Korea; expansion of Back End Ops to support EU7 subsidiaries

Increase engagement from subsidiaries

Serve as the key contact for e-store enhancements, implementation and understanding

Experience with, or deep understanding of the D2C e-store within the consumer electronics industry

Ability to lead a team (circa 40) and inspire third-party resources to deliver against deadlines

Manage diverse teams with different specialist skills to execute changes on S.com and estore (e.g., estore merchandising, web publishing, web coding, web components management, QA)

Flexibility to work with an evolving team across many nationalities, languages and time zones

Ability to package and present ideas and performance updates clearly

Strong Senior Partner management experience in complex, matrix and European environments (2+ years); ability to build and maintain a network of partners to deliver change across e-store and wider digital operations

Experience handling and developing teams

Ability to design, build, handle, evolve, track and report a European-wide operational service

Excellent written and verbal communication (clear, accurate, complete, impactful)

Demonstrated business results from delivering on-time work and managing large marketing budgets

Ability to work in a fast-paced, high-pressure environment

Qualifications

Big brand experience (desirable)

Global or European experience; hands-on when needed

Excellent communication skills and partner management

Ability to work in a fast-paced environment

Leader and motivator; strong critical thinking and pragmatic delivery approach

Benefits

Hybrid working - 3 days in the office and 2 days at home per week

Bonus scheme linked to individual, team and company performance

Car allowance

Pension contribution

Three volunteering days each year

Holiday - 25 days plus bank holidays and an additional day off for your birthday

Access to discounts on a wide range of Samsung products

Access to a discount shopping portal

Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need

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