Back End Ops Lead at Samsung Electronics UK

Role and Responsibilities

Your key responsibilities

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.

• To lead and deliver the operational effectiveness of Back End Operations
• Management of the execution of key services to support subsidiary e-store (Merchandising, D2C Operations, L1 Support)
• Responsible for supporting subsidiaries to achieve their agreed targets for direct eStore sales by
• Executing changes on S.com. estore & e-promoter to agreed timelines
• Resolving issues and queries that impact sales
• Operate an effective Support service to markets, tracked and measured against SLAs
• Be a primary point of escalation for issues where the structure or design of the service has impacted performance; resolving issues and handle the impact of issues
• Establish processes, SLAs, determine priorities, schedules, plans and necessary resources to ensure completion of projects and requests on schedule and on-budget
• Monitor performance, design and implement programmes to improve the performance of the service
• Work with customers (European Markets) and suppliers (EHQ, HQ) to understand requirements. Build operational improvement plans to enhance the service. Hold regular reviews with key markets to track improvement progress.
• Constantly communicate performance to senior partners and local markets
• Out of hours working - for key events / flagship launches there will be a requirement for out of hours working in order to work with the HQ teams in Korea (including regular travelling in Europe or to Korea).

What we need for this role

To be successful, you will possess the following skills and attributes:

Essential

• Experience with, or deep understanding of the D2C e-store within consumer electronics industry.
• Ability to lead a team (circa 40) and inspire third party resources to deliver against stretching deadlines
• Manage diverse teams with different specialist skills to execute changes on S.com & estore. Example skills include estore merchandising, web publishing, web coding, web component management, QA and so forth.
• Flexibility to deal with an evolving team over many nationalities, languages and time zones
• The ability to package and present ideas & performance updates with clarity
• Strong Senior Partner management experience, gained in complex, matrix and European environment (2+ years). Ability to build and maintain a network of partners, develop relationships to deliver change across e-store and wider digital operations
• Experience handling and developing teams
• The 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 and handling to large marketing budgets
• Ability to work within a fast paced, high pressure environment

Desired

• Big brand experience
• Global or European experience

Technical expertise/ Qualifications

• Detailed understanding of Hybris platform & wider ecommerce systems

What does success look like?

Personal attributes:

• Overarching attitude/role but hands-on if needed
• Excellent communication skills and partner management
• Ability to work in a fast paced environment
• Leader and motivator
• Critical thinking and pragmatic/focused approach to delivery

6-12 month goals:

• Expansion of Back End Ops to support EU7 subs
• Increased engagement from subsidiaries
• Recognition as key contact for e-store enhancements implementation and understanding

Skills and Qualifications

Benefits of working at Samsung include

• 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
• Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency
• Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need