Senior Manager, eCommerce (HA)

We seek a Sr. Manager, eCommerce to innovate, run, and improve the sales operation overall. In this role, you will manage, govern, and optimize our efforts to grow sales on LG.com and our digital properties through our proactive chat capability. This includes increasing the number of customers the team interacts with, conversion rate, average order value, and assuring customers are satisfied with their interactions. Additionally, this role with be key in driving innovations in how we reach customers and optimizing the operational cost structure or our efforts. Our ideal candidate prioritizes sales, the customer experience and the customer journey in their strategic approach; aggressively recommending change, brings innovations, posses a strong sense of ownership, and has experience working with outsourcers / BPO.

Key responsibilities

• Lead the development and implementation of eCommerce sales strategy via conversational commerce and its operational execution that delivers value to our customers
• Develop sales and forecasting models and associated staffing plans
• Own eCommerce sales and other key operational metrics, ensuring that resources are rapidly dispatched, trained, and enabled with tools to grow sales and repeat purchase intent.
• Effectively leverages data to identify the largest areas of opportunity to increase traffic, click through rate, conversion, average order value, and customer satisfaction.
• Efficiently and effectively manage third party teams to assure we achieve expected service levels at an efficient cost while also creating redundancy to manage unexpected scenarios.
• Work with training and content teams so agents have an effective understanding of our products, services, and offers as well as those in the competitive landscape.
• Manage complex budgets and tracks progress to target and plan investment for future growth
• Provide governance to third party service providers; insures adherence to policies and procedures
• Experience interacting with software solution vendors and operating a business liaison for complex implementations
• Own a regular analysis cadence for customer engagement reasons and track key performance metrics
• Establish and manage relationships with key internal and external stakeholders (supply chain, fulfillment, category, etc.)

Experience Requirements

• Bachelors degree with 15+ years of related experience in sales or service operations
• Experience leading a sales function of an eCommerce retail or consumer electronics company
• Demonstrated ability to balance operations and implement strategic/innovative solutions
• Expertise in managing teams and people, focusing on daily coaching and career progression
• Skilled in managing projects and programs
• Strong Excel Skills for problem-solving and analysis as well as understanding A/B testing methodologies

Other professional attributes

• Proven ability in persuasive communication across various management levels to secure support for critical initiatives
• Plan, organize, and prioritize multiple complex assignments and projects
• Read and interpret technical documentation
• Strong leadership skills to guide teams toward achieving a common goal
• Capable of addressing diverse challenges through creative problem solving and developing appropriate solutions
• Ability to motivate large groups of team members to achieve above and beyond their previous performance