Head of D2C Onsite Experience and Loyalty in London

At Samsung Electronics Europe, you will be part of a dynamic and innovative environment where your ideas will shape the future of technology and digital transformation. As a globally recognised leader in electronics and innovation, we are on a journey to deliver premium personalised experiences to our consumers across our multi-touchpoint ecosystem.

Join us in building a sustainable D2C growth model that focuses on customer experience, personalisation, developing a unified D2C value proposition, and premium buying experience across Europe. This is a unique opportunity to lead ground breaking initiatives, collaborate with professionals, and advance your career in a culture of excellence, creativity, and inclusion.

The Head of Onsite Experience will play a pivotal role in shaping and delivering a premium, seamless, and personalised customer experience across our Direct-to-Consumer (D2C) channels in Europe.

• Lead the centralised Conversion Rate Optimization (CRO) Centre of Excellence, owning the testing roadmap and driving data-driven improvements in onsite UX.
• Own the strategy, ensuring that customers receive a tailored and engaging shopping journey, driving trust, satisfaction, and conversion across all onsite touchpoints.
• Enhance customer loyalty through innovative programs and initiatives for the Samsung Rewards program, designed to increase retention and lifetime value.
• Lead the customer review & UGC programs to enhance brand perception and drive conversion.

Your key responsibilities:

• Establish and manage a centralised team focused on optimizing conversion rates through A/B testing, user behaviour analysis, and data-driven insights.
• Conduct in-depth analysis of the onsite user experience, identify pain points, and provide actionable recommendations for improvement.
• Develop and implement personalisation strategies to deliver tailored shopping experiences, ensuring customers feel valued and understood.
• Work closely with marketing, product, and creative teams to align onsite experience initiatives with broader business goals.
• Track and report on key performance metrics (e.g. conversion rates, bounce rates, incremental revenue) to measure the impact of onsite experience improvements.
• Leverage behavioural insights to launch and analyse high-impact A/B tests across Samsung.com & present findings to Suwon in order to get winning tests implemented.
• Stay ahead of industry trends and emerging technologies to continuously enhance the onsite experience.

CoE Stakeholder Management:

• Act as primary point of contact for the appointed CoE agency & all internal stakeholders.
• Act as point of escalation for subsidiaries.
• Conduct regular check-ins with the agency PMO to review processes, resolve bottlenecks & drive efficiency (Weekly, Monthly & Quarterly).
• Be responsible for agency adherence to SLAs, KPIs & quality standards.
• Provide consolidated feedback from Suwon office and EU16 subsidiaries to the agency to improve CoE output.
• Facilitate knowledge sharing between markets to promote best practices and re-use of content.
• Present regular performance updates to senior leadership.

Samsung Loyalty & Customer Life Time Value:

• Develop innovative initiatives designed to encourage repeat purchase through the Samsung rewards program.
• Identify opportunities to enhance the current Rewards tiers, offering consumers a reason for consumers to buy direct.
• Focus on creating a seamless and enjoyable user experience within the rewards program, making it easy for customers to earn and redeem rewards.
• Utilise data analytics to identify emerging trends and customer needs, allowing for proactive adjustments to the program to maintain its appeal and effectiveness.
• Keep Samsung at the forefront of the industry by continuously researching and adopting innovative dedication strategies, ensuring the company remains a leader in dedication innovation.

Reviews Ratings & UGC Program:

• Develop a comprehensive strategy for the customer review program, aligning it with the overall D2C business goals.
• Define the program's objectives, such as increasing trust and driving conversion through authentic customer feedback.
• Drive innovation in the UGC space, identifying opportunities to trial new review initiatives, focusing on early reviews, organic reviews & incentivised reviews.
• Integrate customer reviews into the personalisation strategy to provide tailored recommendations and enhance the shopping experience.
• Use review data to identify trends and insights that can inform D2C marketing strategies.
• Optimise the placement and presentation of reviews on all consumer touchpoints throughout the shopping journey.
• Define a robust review strategy to support GTM new product launches across all categories (MX, VD & DA).

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

• 8+ years’ experience in digital onsite experience management, with at least 3 years in a leadership role.
• Proven track record in defining CRO, UX optimisation, and personalisation strategies within the D2C or e-commerce space.
• Strong analytical skills with proficiency in tools like Adobe target, ContentSquare, or similar. Experience with A/B testing platforms is essential.
• Ability to lead and inspire a cross-functional team, fostering collaboration and innovation.
• Demonstrated ability to develop and execute strategies that drive measurable business outcomes.
• Excellent communication skills with the ability to present complex ideas clearly to stakeholders at all levels.
• Deep understanding of the European market, including cultural nuances and consumer behaviour.
• Excellent project management & process optimisation skills.
• Organised, structured and calm under pressure.
• Experience in a fast paced, multi division, global company.
• Ambitious and progressive, proactive and willing to work outside comfort zone.

This role is critical to enhancing our brand's reputation and driving growth in the European D2C market. We are looking for a visionary leader who can transform the onsite experience into a competitive advantage.

• Develop an impactful CRO testing roadmap that drives incremental revenue and delivers actionable insights to improve the customer experience.
• Create a premium shopping experience on Samsung.com.
• Position Samsung as a leader in D2C innovation through customer-centric initiatives and data-driven decision-making.
• Build strong partnerships with European subsidiaries, ensuring alignment and effective execution of strategies.

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.
• Three volunteering days each year.
• Holiday - 25 days plus.