Vice President, Client Services

Job not on LinkedIn

🕒 March 26

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

📁 Client Services

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Sony

WebsiteLinkedInAll Job Openings

10,000+ employees

🎮 Gaming

📱 Media

Gaming • Media • Consumer Electronics

Sony is a multinational corporation known for its diverse range of products and services, including gaming through PlayStation, entertainment through movies and music, and cutting-edge consumer electronics. It operates in various sectors such as entertainment technology, gaming, and imaging solutions while maintaining a strong commitment to innovation and sustainability.

📋 Description

• Provide strategic direction and leadership for all customer service activities, ensuring full compliance with SLAs and achievement of KPI targets. • Oversee all distribution operations in partnership with the Supply Chain team, maintaining high standards of service and operational efficiency. • Design, implement, and manage robust systems for KPI and SLA data capture, enabling timely and transparent performance reporting to customers and executive leadership. • Lead the development and execution of comprehensive customer onboarding project plans, ensuring all business requirements are met for a smooth transition to production. • Drive the creation and deployment of innovative system applications that enhance supply chain capabilities, reduce costs, and improve customer service. • Collaborate with the SVP of Sales to support warehousing, distribution, and transportation activities, ensuring all shipments, receipts, and returns meet customer requirements and are delivered on time and in full. • Develop and execute action plans to address evolving business needs, capitalize on new revenue opportunities, and respond proactively to changing customer requirements. • Champion Sony Music’s quality initiatives, including ISO and other critical-to-quality programs, to ensure delivery of superior products and services. • Partner with IT to implement distribution system enhancements, streamlining processes and eliminating inefficiencies to drive continuous improvement. • Prepare and present detailed performance reports to the Executive Team, clearly communicating results against established targets and identifying areas for improvement. • Oversee contract management, ensuring adherence to Sony Music’s excellence standards and instituting corrective actions to address any service level failures.

🎯 Requirements

• Bachelor’s degree in business or a related field. • At least 10 years of progressive experience in account management or customer service, including a minimum of 5 years managing large, multi-site teams. • Demonstrated expertise in analytics, leadership, team building, customer service, and decisive problem-solving • Proven track record of leading organizational change, driving operational improvements, and fostering a culture of excellence. • Strong communication and stakeholder management skills, with experience collaborating across functions and with executive leadership.

🏖️ Benefits

• You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day • A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best • An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching • Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans • Investment in your professional growth and development enabling you to thrive in our vibrant community. • The space to accelerate progress, positively disrupt, and create what happens next • Time off for a winter recess