ShopApp Manager

Samsung Electronics Perú; Riyadh; On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a D2C ShopApp Manager to drive online sales growth through their innovative ShopApp. This role is pivotal in enhancing customer experience and ensuring alignment with company goals. The ideal candidate will lead the strategy for continuous growth, manage execution of customer experience initiatives, and collaborate with cross-functional teams to optimize user flows and app performance. This position offers a unique opportunity to impact the customer journey and contribute to the expansion of the app ecosystem, making it an exciting challenge for those passionate about digital innovation and customer engagement.

Qualifications

• Strong business acumen and stakeholder management skills are essential.
• Proven record of managing app rollouts across multiple regions.

Responsibilities

• Lead strategy for ShopApp growth as a sales channel.
• Manage App CX strategy and measure customer metrics.
• Analyze customer feedback to inform improvement plans.

Skills

Business Acumen

Stakeholder Management

Mobile Customer Journey Understanding

App Ecosystem Management

Customer Experience Principles

Analytical Skills

Effective Communication

E-commerce Trends Knowledge

Job description

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Time left to apply: End Date: June 7, 2025 (28 days left to apply)

Job requisition ID: R103666

Position Summary

Drive and boost Samsung online sales growth through Samsung ShopApp in COUNTRY. The D2C ShopApp Manager will oversee the successful management and optimization of App sales, campaign execution, personalisation strategies, customer acquisition and retention programs. This is a high-impact role responsible for driving growth and enhancing customer experience across ShopApp, ensuring alignment with company goals.

Role and Responsibilities

• Lead the strategy for ShopApp in COUNTRY for continuous growth as a sales channel.
• Manage execution of the App CX strategy, measuring customer metrics, and addressing risks to retention.
• Collect and analyze customer feedback to inform improvement plans.
• Coordinate with regional teams for launch timelines and local adaptations.
• Partner with cross-functional teams to align on App strategy.
• Ensure integration of the App with marketing campaigns and sales initiatives.
• Optimize user flows, navigation, and personalization features.
• Create and maintain CX reports and dashboards.
• Define strategies for collecting customer feedback throughout the customer lifecycle.
• Report key experience metrics like NPS regularly with context on trends.
• Understand the customer base and translate needs into experience improvements.
• Analyze feedback and data to generate insights for CX improvement.
• Prepare KPI reports and present insights on media and eCommerce activities.
• Collaborate on product launches, campaigns, and communication strategies with regional offices.

Develop and manage synergies within the Samsung App ecosystem to expand offerings and improve satisfaction.

Skills and Qualifications

The role requires strong business acumen, stakeholder management, and technical skills.

• Understanding of mobile customer journey and app optimization.
• Experience in scaling and managing App ecosystems across markets.
• Proven record of managing App rollouts in multiple regions.
• Knowledge of CX principles, NPS, user-centered design, and app performance metrics.
• Ability to develop action plans to improve NPS and customer experience.
• Effective communication with senior stakeholders and insight presentation skills.
• Strategic yet hands-on ownership attitude.
• Collaborative, flexible, and decisive.
• Organized with high attention to detail.
• Knowledge of e-commerce trends and digital customer experience.
• Strong analytical skills for data-driven insights and recommendations.
• Ability to learn quickly, adapt to change, and work under deadlines.

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