Job details

Director, Customer Experience & Retention

Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth.

POSITION SUMMARY

The Customer Experience and Retention Director will manage a small team that creates delightful customer experiences for consumer-facing products that are incubated within SCA. Reporting to the VP of Product, Marketing & Customer Experience, you will be responsible for ensuring exceptional customer satisfaction, loyalty, and advocacy throughout the entire customer journey. Your primary focus will be on using AI & technology to enhance customer interactions, improve service quality, and foster a customer-centric culture within the organization.

JOB RESPONSIBILITIES

Define a clear vision and roadmap for using technology to deliver exceptional customer experiences across all touchpoints, continuously assessing and refining the strategy to meet changing customer needs and market dynamics.
Champion a customer-centric culture: Instill a customer-first mindset throughout the organization, ensuring that all employees understand the importance of delivering outstanding service at every customer interaction.

Improve customer journey and touchpoints: Identify pain points and areas for improvement in the customer journey, from initial contact to brand advocate.
Collaborate with cross-functional teams (product, sales, marketing, operations, etc.) to streamline processes, eliminate bottlenecks, and enhance customer touchpoints.
Enhance customer feedback mechanisms: Implement and maintain robust feedback channels to capture customer insights, including surveys, feedback forms, social listening, and other feedback mechanisms.
Drive customer-centric innovation: Identify opportunities for innovative customer experiences, products, or services. Collaborate with product development teams to incorporate customer feedback into product/service enhancements and new offerings.
Monitor customer satisfaction metrics: Establish key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy. Regularly analyze and report on metrics, providing insights and recommendations to senior management.

Train and develop customer-facing teams: Provide ongoing training and coaching to customer service teams, ensuring they have the necessary skills and knowledge to deliver exceptional service. Foster a culture of continuous improvement and excellence in customer interactions.
Stay updated on industry trends: Monitor industry trends, competitive landscape, and best practices in customer experience. Continuously seek opportunities to enhance our offerings and exceed customer expectations.
Establish and evangelize standards and best practices to ensure the best customer experiences possible.
Work in close partnership with vendors, Tokyo-based teams, and geographically distributed US operating teams.
Perform other duties, as assigned.

QUALIFICATIONS FOR POSITION

Your qualifications and experience should include:

12+ years in customer experience or loyalty, preferably in subscription services and/or consumer software.
5+ years leading teams, with proven ability to structure, hire, and lead diverse teams.
Analytical mindset with the ability to translate customer insights into actionable strategies.

Proficient in customer experience management tools, AI models, CRM systems, and customer feedback platforms.
Strong leadership skills with the ability to motivate and inspire cross-functional teams.
Excellent communication and interpersonal skills.
Deep understanding of customer journey mapping and customer segmentation.
Proven track record of driving customer satisfaction, loyalty, and retention.

Ability to thrive in a fast-paced, rapidly evolving environment.
Experience navigating voice, email, social media and chat customer care channels.

In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity, and Inclusion. We are committed to creating an inclusive employee experience for you to thrive as part of Sony’s purpose to “fill the world with emotion through the power of creativity and technology”.

Benefits:

SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.

What we offer you:

Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
Employee assistance plan and comprehensive behavioral health benefits
Fertility benefits, including surrogacy, and adoption assistance programs
Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children

Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
Short-term & long-term disability plans
Paid parental and caregiver leave
401(k) Plan with pre-tax, Roth, and after-tax options and company match which vests immediately
Education assistance and student loan programs

Other Programs:

Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs)

Referral bonuses (subject to eligibility)
Matching gift program
A wide variety of employee business resource groups (EBRGs)
Special discounts on Sony products, offered exclusively to Sony employees
Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)

Annual incentive bonus

The anticipated annual base salary for this position is $165,000 to $180,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. 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.

#LI-LP1

Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Disability Accommodation for Applicants to Sony Corporation of America

Sony Corporation of America provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at

careers@sonyusa.com

or by mail to: Sony Corporation of America, Human Resources Department, 25 Madison Avenue, New York, NY 10010. Please indicate the position you are applying for.

EEO is the Law

EEO is the Law Supplement

Right to Work (English/Spanish)

E-Verify Participation (English/Spanish)

While SCA does not require employees to be vaccinated against COVID-19, there are certain Sony offices that require employees to be vaccinated in order to enter. If you will be located at or travel to those offices, you will be required to be fully vaccinated to enter. The Company will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law. Please do not include proof of vaccination status or any indication of a possible request for a vaccination accommodation when submitting your application materials. If applicable, the Company will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.

By Sony Electronics

We are a global organization and seek individuals from a variety of generations, socioeconomic and educational backgrounds, and sexual orientations. Our employees are courageous, unique and diverse. They’re comfortable expressing their thoughts an...

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FUNDING

Private

INDUSTRY

Consumer Product Manufacturing

TEAM SIZE

10000+

LOCATION

Hybrid, based in San Diego, CA

DATE POSTED