Sony Direct Consumer Customer Service Manager 

United States, California, San Diego 

336556086

• 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.

• 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%).

• 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 $to $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