Position Summary Why join our team? With the constantly evolving trends in consumer behaviour towards shopping online and purchasing directly from manufacturers, Samsung has made growing its Direct to Consumer (DTC) business one of its strategic priorities globally. The DTC Division of SEUK are on a mission to make purchasing direct from Samsung the best way to own and experience a Samsung Product. Whether it’s purchasing through Samsung.com or within our retail outlets, we’re looking to make shopping with Samsung a joy – offering the full Samsung range and compelling financial propositions – backed up with the best possible Samsung Service. Role and Responsibilities Your key responsibilities As the Senior Retail Operations Manager within the Operations team working with Flagship Retail & Samsung Experience Stores. Supporting the operation for the 7 stores in London and remaining 6 within the UK. As the Retail Operations Team lead, you will be the central point of contact for stores providing a consistently high level of service that supports day-to-day operations. Manage the BOPIS process for all 13 stores with an average 1500 customer collections per month. Manage the stock management process across all stores, investigating discrepancies and ensuring all store teams follow daily processes. Manage the customer service operation within eBay. Directly responsible for communication and responses to customer queries. Working with eBay’s merchant support team to handle and resolve any disputes raised. Directly responsible for the seller performance on eBay and maintaining a high customer feedback score. Manage and directly responsible for the customer service operation for an additional 2 online trading stores, operating within third party external partners. Manage the MPOS within stores, ensuring training is completed and all trading issues resolved with the appropriate teams. Manage the operation for the Selfridges.com online business. Provision of effective and engaging two-way communications channels to the stores Investigate trading feedback issues, checking information and ensuring all operational issues are investigated. Ensure store compliance with all store manuals, policies and procedures Attend weekly trading meetings with all supporting areas of the business. Liaise with the stock management teams to ensure KPIs are met and stock integrity is always maintained. Collaborating with the 'go to market' teams to ensure new product launches in stores are delivered within the agreed timeframes. Managing the in store digital point of sale screens accordingly. Ensure store teams adhere to all operating procedures. Working with the Commercial Teams to ensure promotional activity is set up correctly and communicated to the store teams Assisting with the maintenance of store furniture, fixtures and fittings Handle user problems with the store infrastructure (IT, Hardware, Tills etc) Raise any issues with the POS systems and till systems to ensure that they are up to date with relevant product, price, promotions, stock What we need for this role To be successful, you will possess the following skills and attributes: 5 years of progressive experience in supply chain management, with at least 3 years in a leadership role. Strong experience in direct-to-consumer/eCommerce fulfillment and retail/omnichannel distribution. Advanced skills in demand planning, inventory optimization, and ERP/Supply Chain systems. Analytical, meticulous, and highly organized, with excellent problem-solving skills. Strong leadership and communication skills, with the ability to influence cross-functional stakeholders. Strong commercial awareness and analytical approach Self-starter Proven ability to adapt, remain resilient, work at speed. Excellent Excel / PowerPoint Skills Essential Skills: Experience working in an ecommerce team or within a retail environment Strong analytical skills Strong planning and organisational skills Strong commercial competence, with ability to identify and deliver new opportunities. Good Excel / PowerPoint skills Ability to travel is required Ability to develop strong relationships with peers and cross-functional business partners Soft Skills & Characteristics: Excellent communication skills An ability to continually re-prioritise and work at speed Ability to be flexible and react at short notice (but in an organised way) A strong desire to keep driving improvement. Self-starter Tenacity, resilience and ability to build win-win outcomes Problem solver. What does success look like? Working closely with DTC Operations manager, Establish DTC as a solid, profitable, top 3 x retailer to the business Achieve Monthly Shilheng & Sokbo targets Able to deliver a planned and flexible approach to accommodate last minute change/opportunities. Continue to build a strong relationship with divisional and other DTC team members Positive/passionate for the success/Determined/resilient/proactive 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 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 Partner Colleagues are not eligible for certain types of statutory leave such as Samsung Family Leave or Sick Leave policies but may be eligible for statutory payments via their agency 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. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here .