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