Direct to Consumer, Customer Service Manager

Sony Electronics Inc. islooking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion. In addition, our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly "Free Fridays", and early shutdowns on Fridays throughout the year (including half-days during the summer).

So, if you want to join a "Best Place to Work" company and make the world say wow, let's talk.

We are looking for a Manager of Customer Service, for the Direct-to-Consumer operations that is a part of Sony's Customer Excellence Center. We are seeking a skilled professional capable of executing effective customer service strategies supporting Direct to Consumer programs, proactive management of revenue generation opportunities, customer focused initiatives for change all of which are based on data driven decisions made in collaboration with Sony stakeholders. You will translate DTC goals into service offerings that will result in more loyal Sony customers and contribute to the expansion of the DTC business. This is a customer experience focused position that plays an integral role in assuring that Sony is providing optimum service experience that strengthens the Sony brand.

Responsibilities:

• Implement a comprehensive customer service strategy aligned with the company's overall business objectives and DTC sales model.

• Analyze customer feedback and industry trends to identify opportunities for improvement and innovation in customer service processes, provide feedback and insights for stakeholders.

• Responsible for identifying ways to improve the overall customer experience, including Website or Store Front, Orders and Logistics.

• Anticipates the impact of current trends, products, and current/upcoming promotions and initiatives. Works in collaboration with service and business teams to create and execute project plans that incorporate initiatives into the customer experience.

• Collaborating with Contact Center and self-service teams, optimize customer service channels, apply sound business acumen to create a professional and high-performance culture of engaging brand enthusiasts CSRs.

• Responsible for executing Service components of My Sony Loyalty and My Sony Cares programs in collaboration with Direct-to-Consumer teams.

• Oversee and expand extended warranty opportunities related to Direct to Consumer.

• Conduct analysis of customer sales and service data to identify emerging trends, patterns, and insights, translating findings into effective strategies.

• Generate regular reports and dashboards to track important metrics and KPIs; communicate performance to stakeholders.

• Collaborate with other departments, including DTC, business units, Logistics, and Marketing to ensure a seamless customer experience.

• Lead meetings at appropriate intervals with internal departments, Japan CS representatives, external partners, to monitor the business and report out status of KPI's and current projects.

Minimum Qualifications:

• 5-7+ years broad functional combined experience in at least two of the following: Customer Service, Marketing, Finance, Operations Management, Business Planning.

• Proficiency in Microsoft Office, CRM systems

• Experience using data analytics tools such as Power BI, Excel Power Query

• Ability to translate ideas and business initiatives into effective and efficient operational workflows.

• Must have an affable personality, sound judgment, leadership skills along with a strong passion for Sony products and customer care.

• Experience in operations activities execution coordination and results tracking.

• Ability to effectively maintain, manage, and grow collaborative relationships with internal and external stakeholders and a small staff of direct reports.

• Strong analytical and critical thinking skills for complex issues.

• Effective communication skills, both written and oral.

• Ability and flexibility to travel when the job requires (up to 25%).

Preferred Qualifications:

• Bachelor's degree in business, Finance or Marketing,

• Developed analytical and project/program management skills.

• Knowledge of e-commerce platforms, customer service software, and data analysis systems (Data Bricks, SQL)

• Professional experiences in the consumer electronics ecommerce are a plus

The anticipated base pay range for this position is $96,614.00to $128,820.00.The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.In addition to a competitive base salary, this position is also eligible for an annual corporate bonus plan, which is based on company performance and is not guaranteed, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard torace, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Disability Accommodation for Applicants to Sony Electronics Inc. and Sony of Canada ULC.

Sony Electronics Inc. andSony of Canada Ltd. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email attalenthelp@am.sony.com, or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127.Please indicate the position you are applying for.