Cross-LOB Portfolio Strategy & Governance
- Own the X-LOB strategy and portfolio across Shop App, balancing customer, business, Global and LOB priorities.
- Establish priorities and roadmaps for cross-LOB experiences, shared capabilities, campaigns and growth initiatives.
- Own the business strategy and performance of features and capabilities that span multiple LOBs.
- Maintain visibility across major site initiatives to identify dependencies, conflicts, gaps, risks and opportunities.
- Partner with LOB leaders to ensure category strategies connect into a cohesive Samsung digital experience.
- Establish clear governance, ownership and success measures across the X-LOB portfolio.
Growth Strategy & Performance
- Identify and prioritize opportunities to improve revenue, conversion, AOV, attach, engagement and customer experience across LOBs.
- Develop cross-category merchandising, cross-sell, upsell, bundle and ecosystem growth strategies.
- Analyze customer journey, site, campaign and feature performance to determine what is working, what is not and where optimization is required.
- Translate performance insights into clear recommendations, priorities and actions.
- Establish success measures and ensure initiatives are evaluated against measurable customer and business outcomes.
Global Campaign & Initiative Leadership
- Lead SEA alignment and execution for Global initiatives, capabilities, campaigns and key drive periods that span multiple LOBs.
- Assess Global changes for US business, customer and operational impact and ensure appropriate localization.
- Represent SEA requirements and customer needs with Global teams and identify gaps or opportunities.
- Ensure Global initiatives are translated into cohesive end-to-end experiences across Shop App.
Customer Experience & Site Congruency
- Maintain comprehensive working knowledge of Shop App experiences, capabilities, promotions and customer journeys across LOBs.
- Ensure consistency across navigation, discovery, merchandising, offers, shared experiences, cart/checkout touchpoints and post-purchase journeys.
- Proactively identify cross-site dependencies, inconsistencies, customer friction and risks and drive prioritization and remediation.
- Establish and reinforce cross-LOB experience and merchandising standards.
- Ensure site and app experiences operate as a connected ecosystem rather than independent category experiences.
Data, Insights & Optimization
- Independently analyze digital commerce performance using Adobe Analytics, Tableau and other available data sources.
- Analyze traffic, engagement, funnel progression, conversion, AOV, attach, revenue, campaign and feature performance to identify trends and opportunities.
- Diagnose performance gaps and customer friction and translate findings into actionable business and experience recommendations.
- Partner with Analytics teams on deeper analysis while maintaining ownership of X-LOB performance insights and actions.
- Establish measurement frameworks and ensure learnings are incorporated into future strategy and execution.
Program & Project Leadership
- Lead complex cross-functional programs from strategy through execution, launch and optimization.
- Define scope, requirements, milestones, dependencies, risks, owners, readiness criteria and measurement plans.
- Drive accountability and decision-making across multiple teams and competing priorities.
- Ensure appropriate launch readiness, stabilization, performance monitoring and post-launch optimization.
Competitive & Industry Intelligence
- Monitor competitive, industry and digital commerce trends to identify evolving customer expectations, capabilities and best practices.
- Translate relevant insights into actionable recommendations for digital experience, merchandising and growth roadmap.
- Benchmark Samsung experiences against leading digital commerce experiences to identify opportunities for differentiation and improvement.
Cross-Functional & Team Leadership
- Serve as a central X-LOB partner across Product, Design, Engineering, Analytics, Marketing, Merchandising, Global and LOB teams.
- Lead and develop the X-LOB team, establishing clear ownership, priorities and performance expectations.
- Communicate portfolio performance, opportunities, risks and recommendations to senior leadership.
- Build strong operating relationships and influence outcomes without direct authority.
Qualifications
- 10+ years of experience in eCommerce, digital product, merchandising, customer experience, product operations or related fields, including demonstrated leadership experience.
- Deep understanding of digital commerce and end-to-end web/app customer journeys.
- Demonstrated experience leading complex cross-functional portfolios, programs and digital initiatives.
- Strong program/project management skills with experience managing requirements, dependencies, risks, readiness and delivery across multiple stakeholders.
- Demonstrated ability to independently navigate digital analytics tools, build and interpret performance views, conduct funnel and customer journey analysis, identify root causes and translate findings into prioritized business actions.
- Experience with Adobe Analytics, Google Analytics, Tableau or similar digital analytics and visualization tools.
- Strong understanding of digital commerce KPIs including traffic, engagement, funnel progression, conversion, AOV, attach and revenue.
- Strong commercial judgment and ability to connect customer experience decisions to measurable business outcomes.
- Strong executive communication, stakeholder management and organizational leadership skills.
- Bachelor's degree required; MBA or advanced degree preferred.
