What are the responsibilities and job description for the Senior Manager, eCommerce (HA) position at LG Electronics?
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations. Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions. Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment. Join us and become a part of a company that is shaping the future of technology. At LG, we strive to make Life Good for Everyone.
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
Other professional attributes
Privacy Notice to California Applicants
At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.
In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.
