Director, Strategic Planning

Position Summary

Role and Responsibilities

Role & Responsibilities:

Samsung Electronics America is seeking a Director of Strategic Planning to shape the future of Customer Satisfaction (CS) across North America. Reporting to the Executive Director of NAHQ Customer Satisfaction, this leader will translate customer insight into enterprise strategy — setting the vision, priorities, and roadmap that elevate customer experience, retention, and brand loyalty across the region.

This is a high-visibility role for a strategic, data-driven leader who thrives at the intersection of analytics, cross-functional collaboration, and executive influence. You will partner directly with senior leadership across SEA and SECA to define the CS organization's vision and mission, identify growth opportunities, and ensure every customer-facing initiative is coherent, measurable, and aligned to Samsung's broader business objectives.

Success in this role requires strong executive presence, sharp analytical judgment, and the ability to move fluidly between big-picture strategy and hands-on execution — building consensus across departments, regions, and cultures.

Responsibilities and Duties:

Strategic Planning & Governance

• Own and continuously evolve core CS strategy and planning documents, including the Service Channel Strategy, Customer Management Excellence Strategy, and annual management planning.
• Deliver rigorous analytical support for cross-departmental and multi-functional business decisions, including market-level improvement plans and market intelligence drawn from primary and secondary research.

Performance & KPI Management

• Lead Customer Satisfaction Division KPI management, tracking regional and service-type performance trends and driving improvement actions.
  • Produce data-driven analytical performance reports for leadership review.
  • Partner with internal stakeholders, RHQ, and HQ to align on performance narratives and action plans.
  • Introduce new KPIs and manage their rollout, initial setup, and ongoing performance tracking.

Market Intelligence & Insights

• Direct industry analysis — tracking trends, patterns, early warning signals, and forecasts using syndicated and proprietary sources on a weekly, monthly, quarterly, and annual cadence.
• Conduct total addressable market analysis spanning internal and external views across all relevant categories.
• Synthesize third-party analyst research into clear forecasts and actionable business insights for senior stakeholders.

Leadership & Collaboration

• Lead cross-divisional initiatives and projects in partnership with the Service Division, NAHQ functions (CRM, Online, and others), and HQ.
• Develop ad hoc analyses, executive-level presentations, and represent the CS organization on special strategic projects.

Necessary Skills and Attributes:

• Strategic mindset with the ability to translate insight into cross-departmental initiatives and measurable outcomes.
• A demonstrated track record of meeting or exceeding performance goals.
• Exceptional verbal and written communication skills, with the ability to build trusted relationships across functions and divisions.
• Comfort and credibility engaging with stakeholders at every level of the organization, from front-line teams to senior executives.
• Skilled negotiator, able to influence and align stakeholders - including customer leadership and cross-functional directors - even amid competing priorities.
• Strong organizational discipline to plan, prioritize, and deliver multiple strategic programs simultaneously.
• Ability to interpret and act on complex technical documents, contracts, and related materials.
• Polished business communicator, equally effective presenting complex technical and business matters in writing or in person to highly technical, operational, or executive audiences.
• A collaborative leader who enables cross-functional Samsung teams to hit contracted objectives and team goals on schedule.

Skills and Qualifications

Minimum Qualifications:

• Bachelor's degree required plus 12+ years of progressive experience in strategy development, business planning, or a related function.
• Proven track record analyzing customer data and feedback to design and implement customer service strategies that measurably improve satisfaction and retention.
• Advanced Microsoft Excel skills for quantitative analysis, with working knowledge of AI-assisted analytics tools (e.g., Copilot, Power Query, Power BI) to accelerate insight generation.
• Advanced PowerPoint skills for executive storytelling, with experience using AI-enabled tools (e.g., Copilot for PowerPoint) to streamline presentation development; familiarity with broader AI productivity tools (e.g., ChatGPT, Copilot) is a plus.

Preferred Qualifications:

• MBA strongly preferred
• Deep understanding of consumer goods industries, with consumer electronics experience strongly preferred.
• Bilingual proficiency in English and Korean preferred, to support seamless communication between HQ and North American subsidiaries.
• Flexibility to work beyond standard hours as needed to coordinate with Korean leadership, and willingness to travel domestically or internationally (up to 10%).

Life @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/

Benefits @ Samsung - https://www.samsung.com/us/careers/benefits/

Regular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.

To ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.

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Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or SEA_Accommodations_Ext@sea.samsung.com for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.