Position Summary

Why join our team?

Samsung UK has high aspirations for its Direct to Consumer (DTC) department and is committed to investing in DTC to drive total Samsung UK growth! This role sits within the centralised Data team, which is at the heart of the DTC department. The Data team plays a crucial role to ensure DTC are making data driven decisions wherever possible, spanning Commercial, Website and Marketing teams. This team has matured significantly in recent years and are now seeking a Customer Analytics Lead who will use their experience to advise, challenge and help our business grow!

Role and Responsibilities

Your key responsibilities

Data driven decision-making:

Act as the customer champion and a strong data representative across the DTC team. Use analysis, along with domain expertise, to collaborate with your peers and persuade leaders to take customer centric actions, which will enable improved experiences and business growth.

• Build relationships across the DTC team and develop a clear view of current business priorities and challenges

• Lead matrix team to identify areas of customer opportunity, along with recommendations, and proactively engage across DTC to unlock this seen opportunity for commercial gain

• Own the customer data strategy and define an approach that will contribute to continued business growth. Contributing to both business planning and in-flight business performance.

• Collaborate closely with your peers (Commercial Leads, Marketing Leads and Website Leads) to plan, implement, learn and challenge

• Use your team to champion self-serve customer data practices across the DTC team, providing coaching and education where appropriate.

Customer data innovation:

Accountable for all of DTC’s customer analytics tools and platform integrations, enabling accurate and reliable data across our infrastructure. Own the roadmap of delivery and ensure there is a customer data development plan, which continues to improve our maturity.

• Platform development:

• Act as the local owner for our Customer Data Platform, with support from your matrix team and regional colleagues:

• Effectively communicate your plan and the benefits this will bring to DTC, along with regular progress updates

• Ensure this approach is aligned with your peer’s priorities and is complimentary to DTC’s business strategy

• Covering: Customer data warehouse (Azure), reporting & insight improvements (Looker); customer feedback programme (Qualtrics); customer education across Samsung UK;  and getting more from our partners

• Data effectiveness:

  • Champion innovation and ensure DTC is consistently maximising the use of our customer data:

  • Covering: Predictive model improvements; 0p, 2p and 3p Data enrichment; Data clean room usage;  utilisation improvements in activation platforms (Owned & Paid); AI initiatives

  • Ensure DTC has a forward looking plan which is aligned to industry best practice. Responsible for continuously pushing boundries and innovating to unlock business growth, through better understanding our customers.

  • No hands on implementation experience is required. However, you will lead your matrix team to manage the roadmap and help problem solve where required

• Legal and Compliance:

  • Work closely with peers across our legal and compliance teams to enable continued customer data innovation

  • Act as an educator across this peer-set and across DTC

Agency management:

Responsible for the relationship and output of our customer analytics agency. Collaborate with the agency team to ensure you meet all business requirements. Create and own the partnership plan, to help deliver against your roadmap.

• Build brilliant ways of working so that the agency team operates as part of our internal team and is setup for success

• Develop and own a partnership plan that continues to improve our capabilities and delivers against multi-year strategic objectives

• Work with internal analysts and agency team to strategise, prioritise and deliver   against: short and long term objectives; insight generation; reporting requirements; and embedding customer-centric learnings across our teams

Your key people management responsibilities

• Provide clarity on strategy, team purpose & value and define the key areas of focus and direction.

• Support the development of your team through regular mentoring, coaching and feedback, 1:1s and on the job learning opportunities.

• Role model inclusion for your team to build trust and psychological safety.

• Ensure communication with your team is a core focus area including cascade of information from LT’s and relevant business updates.

• To be accountable for ensuring your team are compliant with company processes and procedures; such as compliance, meeting mandatory business cyclical deadlines, and understanding the company values.

What we need for this role

This role requires someone with demonstrable experience in Analytics, Insights or CRM activation, as well as previous experience working with customer data. We are looking for someone who feels comfortable leading a team and isn’t afraid to share their opinion.

They should be happy to problem solve, form recommendations and use their expertise to persuade stakeholders with differing levels of analytical understanding.

Essential Hard Skills:

• Extensive Analytics Experience

• Confident in translating data to draw conclusions and recommendations, with a clear narrative

• Experience in using and managing implementation of Data Visualisation tools (e.g. Looker Enterprise), Data Warehousing tools (e.g. Azure) and Activation tools (e.g. Adobe Campaign)

• Knowledge of the e-commerce landscape and likely future opportunities & challenges

Essential Soft Skills:

• Willing to challenge peers and leaders through questioning, prioritisation and planning

• An ability to lead a team, working on multiple projects for multiple partners at the same time

• Able to translate business priorities in to a complimentary analytics roadmap

What does success look like?

• Developed cross-functional relationships and ways of working

• Activate participant and ambitious voice in weekly trading cadence

• Clear team and agency roadmap, which has been aligned and communicated across DTC

• Team set up for success and delivering effectively

The interview process

Stage 1:

Format – Conversational, covering: Role overview (John), Experience to date (Candidate), Competency questions (Candidate), Questions (Both)

Attendees – John Gage, Head of Data

Stage 2:

Format - Presentation

Attendees – John Gage, Head of Data & Head of Commercial or Head of Marketing.

Skills and Qualifications

Benefits of working at Samsung include

• 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 (delete if not appropriate)

• Pension contribution

• 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.

* Please visit Samsung membership to see Privacy Policy, which defaults according to your location, at: https://account.samsung.com/membership/policy/privacy. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here: https://europe-samsung.com/ghrp/PrivacyNoticeforEU.html