Head of D2C Onsite Experience & Loyalty

Samsung Electronics America; Chertsey; Hybrid; GBP 80,000 - 110,000; Full time

Job summary

A leading global electronics company in Chertsey, England, is seeking a Head of Onsite Experience to enhance customer interactions across Direct-to-Consumer channels. The successful candidate will have over 8 years of experience in digital management with expertise in optimizing conversion rates and personalizing user journeys. This role is pivotal in shaping a competitive advantage for the company in the European market, and it offers a hybrid working model along with various benefits.

Benefits

Hybrid working – 3 days in the office and 2 days at home

Bonus scheme linked to performance

Car allowance

Three volunteering days per year

25 holiday days plus bank holidays

Qualifications

• 8+ years’ experience in digital onsite experience management.
• At least 3 years in a leadership role.
• Proven track record in defining CRO, UX optimisation, and personalisation strategies.

Responsibilities

• Lead and manage a centralised team focused on optimizing conversion rates.
• Conduct in-depth analysis of onsite user experience.
• Develop and implement personalisation strategies.

Skills

Conversion Optimization

User Experience (UX)

Data Analysis

Team Leadership

Communication

Tools

Adobe Target

ContentSquare

A/B Testing Platforms

Job description

Position Summary

Why join our team?

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.

Join us in building a sustainable D2C growth model that focuses on customer experience, personalisation, developing a unified D2C value proposition, and premium buying experience across Europe. This is a unique opportunity to lead groundbreaking initiatives, collaborate with professionals, and advance your career in a culture of excellence, creativity, and inclusion.

Role and Responsibilities

What Will This Role Achieve?

• The Head of Onsite Experience will play a pivotal role in shaping and delivering a premium, seamless, and personalised customer experience across our Direct-to-Consumer (D2C) channels in Europe.
• Lead the centralised Conversion 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 programme, designed to increase retention and lifetime value.
• Lead the customer review & UGC programmes to enhance brand perception and drive conversion.

Your Key Responsibilities

CRO Leadership

• 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.

CoE Stakeholder Management

• Act as primary point of contact for the appointed CoE agency & all internal stakeholders.
• Act as point of escalation for subsidiaries.
• 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.
• Provide consolidated feedback from Suwon office and EU16 subsidiaries to the agency to improve CoE output.
• Facilitate knowledge sharing between markets to promote best practices and re‑use of content.
• Present regular performance updates to senior leadership.

Samsung Loyalty & Customer Life‑Time Value

• Develop innovative initiatives designed to encourage repeat purchase through the Samsung Rewards programme.
• Identify opportunities to enhance the current Rewards tiers, offering consumers a reason for consumers to buy direct.
• Focus on creating a seamless and enjoyable user experience within the rewards programme, making it easy for customers to earn and redeem rewards.
• Utilise data analytics to identify emerging trends and customer needs, allowing for proactive adjustments to the programme to maintain its appeal and effectiveness.
• Keep Samsung at the forefront of the industry by continuously researching and adopting innovative dedication strategies, ensuring the company remains a leader in dedication innovation.

Reviews, Ratings & UGC Programme

• Develop a comprehensive strategy for the customer review programme, aligning it with the overall D2C business goals.
• Define the programme's objectives, such as increasing trust and driving conversion through authentic customer feedback.
• Drive innovation in the UGC space, identifying opportunities to trial new review initiatives, focusing on early reviews, organic reviews & incentivised reviews.
• Integrate customer reviews into the personalisation strategy to provide tailored recommendations and enhance the shopping experience.
• Use review data to identify trends and insights that can inform D2C marketing strategies.
• Optimise the placement and presentation of reviews on all consumer touchpoints throughout the shopping journey.
• Define a robust review strategy to support GTM new product launches across all categories (MX, VD & DA).

What We Need for This Role

• 8+ years’ experience in digital onsite experience management, with at least 3 years in a leadership role.
• Proven track record in defining CRO, UX optimisation, and personalisation strategies within the D2C or e‑commerce space.
• Strong analytical skills with proficiency in tools like Adobe Target, ContentSquare or similar. Experience with A/B testing platforms is essential.
• Ability to lead and inspire a cross‑functional team, fostering collaboration and innovation.
• Demonstrated ability to develop and execute strategies that drive measurable business outcomes.
• Excellent communication skills with the ability to present complex ideas clearly to stakeholders at all levels.
• Deep understanding of the European market, including cultural nuances and consumer behaviour.
• Excellent project management & process optimisation skills.
• Organised, structured and calm under pressure.
• Experience in a fast paced, multi‑division, global company.
• Ambitious and progressive, proactive and willing to work outside comfort zone.

What Does Success Look Like?

This role is critical to enhancing our brand’s reputation and driving growth in the European D2C market. We are looking for a visionary leader who can transform the onsite experience into a competitive advantage.

• Develop an impactful CRO testing roadmap that drives incremental revenue and delivers actionable insights to improve the customer experience.
• Create a premium shopping experience on Samsung.com.
• Position Samsung as a leader in D2C innovation through customer‑centric initiatives and data‑driven decision‑making.
• Build strong partnerships with European subsidiaries, ensuring alignment and effective execution of strategies.

Skills and Qualifications

Benefits of Working at Samsung

• 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.
• 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.

A Note on Equal Opportunities

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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