## Head of D2C Onsite Experience & Loyalty* 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 Rate 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 program, designed to increase retention and lifetime value.* Lead the customer review & UGC programs to enhance brand perception and drive conversion.* 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.* 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* Develop innovative initiatives designed to encourage repeat purchase through the Samsung rewards program* 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 program, 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 program 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.* Develop a comprehensive strategy for the customer review program, aligning it with the overall D2C business goals.* Define the program'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).* 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.* 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.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:. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click : #J-18808-Ljbffr