Consumer Insights Manager

X-LOB Category Portfolio Management

• Manage a portfolio of cross-LOB initiatives and experiences 
• Maintain comprehensive working knowledge of Shop App experiences, capabilities, promotions and customer journeys across LOBs.
• Proactively identify cross-site dependencies, inconsistencies, risks, customer friction and growth opportunities.
• Partner with category teams to ensure merchandising and customer experiences remain cohesive across the broader Samsung ecosystem.
• Support prioritization of cross-LOB initiatives based on customer impact, business value, performance and execution feasibility.

Customer Experience & Growth

• Analyze the end-to-end customer journey to identify opportunities to improve discovery, consideration, conversion, engagement, AOV and attach.
• Develop cross-category merchandising, cross-sell, upsell, bundle and ecosystem recommendations.
• Identify experience gaps and develop actionable recommendations in partnership with Product and Design.
• Develop hypotheses and support experimentation and optimization based on customer behavior and performance.
• Ensure growth recommendations consider the full customer journey rather than individual pages or LOBs in isolation.

Cross-LOB Feature & Capability Management

• Own or manage business requirements and customer experience needs for capabilities that span multiple LOBs.
• Partner with Product, Design, Engineering and Global teams through definition, development, testing, launch and optimization.
• Coordinate stakeholder requirements and ensure solutions address customer and business needs.
• Establish success measures and monitor feature adoption, customer behavior and commercial performance.
• Recommend ongoing enhancements based on performance and customer insights.

Global Campaign & Initiative Management

• Lead and coordinate Global campaigns, capabilities and key drive periods across assigned categories.
• Translate Global direction into locally relevant Shop App experiences.
• Identify US-specific requirements, dependencies and risks and coordinate resolution with appropriate teams.
• Ensure campaigns and initiatives are integrated consistently across customer touchpoints.

Analytics & Performance Optimization

• Independently analyze customer journey, site, campaign and feature performance using Adobe Analytics, Tableau and other available data sources.
• Build and interpret performance views, conduct funnel and customer journey analysis and identify root causes of performance changes.
• Identify trends, performance gaps, customer friction and growth opportunities and translate findings into prioritized recommendations.
• Monitor revenue, conversion, engagement, AOV, attach and relevant category health metrics.
• Develop measurement plans and assess post-launch performance to determine whether initiatives delivered intended outcomes.
• Partner with Analytics teams on deeper analysis while maintaining direct ownership of day-to-day performance insights and recommendations.

Project & Program Management

• Lead cross-functional initiatives from definition through execution, including requirements, project plans, milestones, dependencies, risks, stakeholder alignment, readiness, launch and measurement.
• Maintain clear ownership and accountability across workstreams.
• Proactively identify risks and escalate decisions or dependencies that may impact customer experience, business outcomes or timelines.
• Drive post-launch reviews and ensure learnings are incorporated into future initiatives.

Competitive & Industry Intelligence

• Monitor competitors and leading digital commerce experiences to identify emerging customer expectations, capabilities and best practices.
• Benchmark relevant customer journeys, merchandising approaches and digital capabilities.
• Translate relevant findings into actionable experience, feature and growth recommendations.

Qualifications

• 7+ years of experience in eCommerce, digital merchandising, digital product, customer experience, product operations or related fields.
• Strong understanding of eCommerce customer journeys, merchandising, campaigns and digital growth levers.
• Demonstrated project/program management experience leading complex cross-functional initiatives from requirements through launch and measurement.
• Demonstrated ability to independently navigate digital analytics tools, build and interpret performance views, conduct funnel and customer journey analysis, identify root causes and translate findings into prioritized business actions.
• Experience with Adobe Analytics, Google Analytics, Tableau or similar tools.
• Working knowledge of digital commerce KPIs including traffic, CTR, engagement, funnel progression, conversion, AOV, attach and revenue.
• Strong customer and commercial judgment with the ability to connect experience opportunities to measurable business outcomes.
• Strong cross-functional communication, organization, problem-solving and stakeholder-management skills.
• Ability to manage multiple concurrent priorities and operate effectively in a fast-paced, matrixed environment.
• Bachelor's degree required.