Head of D2C Onsite Experience & Loyalty

About Sec

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.

Job Summary

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.

Key Responsibilities

• 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.
• 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.
• Act as primary point of contact for the appointed CoE agency & all internal stakeholders.
• 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.