Reinventing Roles for a New Era: Retail

The COVID-19 pandemic is not only changing where and how we work, it is reinventing job roles — possibly permanently.

As part of a Q&A series, Samsung employees across business areas are sharing their views on how they have redefined their roles for today and what they expect their roles to look like in the future. They are also offering advice to those now entering the profession as the collective workforce discussion shifts from what now to what next.

Jennifer Gymer and her team celebrate the opening of the Samsung Experience Store in Palo Alto, CA in December 2019.

Name: Jennifer Gymer [LinkedIn]
Title: Senior Operations Manager, Samsung Experience Stores
Location: Plano, TX
Years with Samsung: 5 years

1. What inspired you to pursue a career in Retail Operations?

I began working in retail during college. I was drawn to the collaborative nature of the role. I really love to work with my teams to build, create and execute strategic operational strategies, processes and procedures that deliver a heightened customer experience across Samsung Experience Stores.

Jennifer’s shift to working from home has helped her develop stronger communication skills, allowed her to motivate her teams from a distance and guide them to step up customer assistance.

2. How would you describe your day-to-day role pre-COVID?

For background, we have four Samsung Experience Stores in the U.S. and they are best in class when it comes to DTC brand experience. My retail and customer support teams and I are focused on creating unique and compelling ways to showcase Samsung’s suite of products and how they integrate into an intuitive ecosystem. We will continue to prioritize the customer experience as we enter a “new normal” and identify and adopt innovative ways to serve the Samsung community.

3. How have you reimagined your role for today?

The current situation has helped me develop even stronger communication skills, allowing me to motivate my teams from a distance and guide them to step up customer assistance as tech has played such an important role in consumers’ remote working, teaching and learning needs. My role as a Senior Operations Manager is to put the customer first – and I’ve doubled down on that customer-centric concept.

4. What changes will you expect to keep for the future and why?

With a focus on the health and safety of our employees and customers, we immediately implemented contactless solutions that still provide the premium experience the Samsung Experience Stores have to offer. Moving forward to the “next normal,” we will be leveraging insights from our other Experiences Stores around the world and employees on the ground, keeping a real-time pulse on changing U.S. consumer preferences and further innovating our cross-channel retail strategy.

5. Is there anyone in your life that has taught you to adapt to change?

My grandmother, Viola, who everyone knew as “Vi,” was a strong role model. She was very practical and always faced any situation head-on, rather than shy away or avoid the matter. With strength and determination, she pressed ahead, leaving any setbacks and roadblocks behind her.

Jennifer and her team celebrate the opening of the Samsung Experience Store in Palo Alto, CA in December 2019.

6. What advice do you have for those now entering your profession?

Change is inevitable. No matter the profession, the ability to rise to the challenge with a positive attitude is essential.

7. And, lastly, what piece of tech can you currently not live without?

I love my Galaxy Buds; they allow me the flexibility I need to communicate with my retail and customer support teams in an efficient manner.