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About the Role
Lead the overall performance, people, and operations of Samsung KX, a flagship destination. Drive commercial performance, operational excellence, and exceptional customer experience by leading a multidisciplinary management team and collaborating with senior stakeholders.
Responsibilities
- Own overall commercial, operational, and customer experience performance, ensuring delivery against agreed KPIs.
- Lead and develop a multidisciplinary management team, creating a culture of ownership, accountability, collaboration, and continuous improvement.
- Drive B2B growth, clienteling, CRM, events, and new commercial opportunities across the venue.
- Oversee day-to-day Retail and Support operations, ensuring high standards across customer device repairs, technical services, workforce planning, stock, compliance, and service delivery.
- Lead strategic projects and initiatives, translating business objectives into clear plans, actions, and measurable outcomes.
- Own the entire customer experience across Samsung KX, ensuring consistently high brand standards and exceptional customer engagement.
- Lead the Events function, supporting product launches, workshops, community activity, and partner events.
- Build strong relationships with Samsung and Stellar stakeholders, providing clear performance insight, reporting, and recommendations.
- Identify risks and opportunities, taking proactive action to improve performance and operational effectiveness.
- Maintain the highest standards across Health & Safety, HR, governance, and compliance.
- Embrace Stellar Global values: Own It, Be Can Do, Work Smart and Stay Curious.
Requirements
- Proven senior leadership experience within premium retail, hospitality, experiential, technology, or another customer-focused environment.
- Experience managing complex, multi-functional customer-facing operations.
- Strong commercial acumen and experience delivering challenging KPIs.
- Excellent people leadership, coaching, and performance management skills.
- Strong stakeholder management, communication, and influencing capability.
- Demonstrable experience leading teams through change and continuous improvement.
- Highly organised, resilient, solutions focused, and commercially minded.
- Passion for technology, innovation, and exceptional customer experiences.
- Experience in B2B sales or business development is beneficial.
- Experience in customer support, technical services, or device repair is beneficial.
- Experience in CRM, clienteling, and customer engagement is beneficial.
- Experience in events, experiential venues, or flagship environments is beneficial.
Skills
- Commercial Acumen
- People Leadership
- Coaching
- Performance Management
- Stakeholder Management
- Communication
- Influencing
- Change Management
- Continuous Improvement
- Organization
- Resilience
- Solutions Focus
- Technology Passion
- Innovation Passion
- Customer Experience Focus
- B2B Sales
- Business Development
- Customer Support
- Technical Services
- Device Repair
- CRM
- Clienteling
- Customer Engagement
- Event Management
- Experiential Marketing
Location
- Samsung KX
Work Type
- Full-time
Experience Level
- Senior Leadership
Salary/Compensations
- Competitive salary and bonus scheme
Benefits
- 37.5 contracted hours
- Samsung work phone and laptop
- Samsung discount
- 25 days’ annual leave plus the equivalent of bank holidays, with an additional day for each year of continuous service up to two years
- Medicash health cash plan
- Discounted gym membership and other staff benefits
About the Company
- Stellar Global is a progressive, inclusive retail experience agency that believes in the power of people.
- By investing heavily in its staff, Stellar is able to deliver a best-in-class service for physical, virtual or hybrid retail experiences.
- By providing bespoke, immersive training programs and opportunities to flourish and progress, Stellar Global is committed to creating a culture of community and support while cultivating outstanding retail experience specialists.
Equal Opportunity
- Stellar is an Equal Opportunities Employer.
- We value diversity and inclusion, and all applications are considered equally.