Analyst, Customer Operations

Job Description

About Sony Pictures Home Entertainment

Sony Pictures Home Entertainment (SPHE) is a Sony Pictures Entertainment (SPE) company. Sony Pictures Entertainment (SPE) is a subsidiary of Sony Entertainment Inc., a subsidiary of Tokyo-based Sony Corporation. SPE’s global operations encompass motion picture production, acquisition and distribution; television production, acquisition and distribution; television networks; digital content creation and distribution; operation of studio facilities; and development of new entertainment products, services and technologies. For additional information, go to http://www.sonypictures.com

The Customer Operations Analyst position is responsible for operational support of SPHE’s physical retail accounts – both VMI and Direct business models. The Analyst will monitor operational KPIs, retail inventory positioning, forecast accuracy, returns rate and effects of planogram changes as suggested by the retailer and/or internal SPHE departments. All activities will support organizational and commercial goals including increased revenue, decreased costs, improved customer service, and increase optimization to the supply chain.

Core Responsibilities

Operational Account Management

• Ensure top operational and financial performance for assigned account(s)
• Daily monitoring of operational Key Performance Indicators (KPIs) including POS, in-stock %, weeks of supply, returns rate, product/freight cost per unit, and quality rate
• Review and suggest forecast model changes based on demand patterns, anticipated events, seasonality and retail changes
• Develop and monitor initial ship, replenishment and returns plans for New Release and Catalog product
• Identify and monitor account trends/optimization based on title/store/fixture/SKU performance
• Maintain store traits (fixture/space allocation) and store volume clusters based on historical POS, ship and returns data
• Coordinate with 3rd party merchandiser on store-level execution activities
• Develop in-depth understanding of the account’s operational processes and document as part of department process flows and account profiles
• Continually seeks opportunities to increase internal partner and external customer satisfaction

Sales Order Traffic

• Track and monitor sales order-related activities to ensure on-time delivery to retail (order, ship, delivery)
  • Generate/publish reports
  • Review for exceptions outside of SLA
  • Further research/follow up on exceptions as needed
• Validate data integrity and ensure consistency of data flow across multiple internal and vendor systems (EDI and other business feeds)

Ad Hoc Tasks, Reporting & Analysis

• Prepare summaries for sales management, operations, and account presentations
• Other operational account support as identified
• Supports testing for process and system implementations

Job Requirements

• Bachelor's degree in Business, Economics, Finance, Statistics or Supply Chain
• 2-3 years of experience in Administration of Supply Chain or equivalent experience

Education, Years of Experience, Specialized Knowledge or Skills Required:

• Exceptional interpersonal capabilities and excellent verbal and written communication skills
• Understands the business issues and data challenges of the organization and industry
• Well-organized, detail-oriented, problem solver, energetic, independent and responsive to feedback
• Strong follow-up and issue resolution with internal teams and external vendors
• Ability to thrive, multi-task, and prioritize in a fast-paced environment

*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

*As part of our commitment to health and safety, all U.S. non-union and O.P.E.I.U. Local 174 applicants and employees must submit proof of vaccination against COVID-19 or request and obtain approval of a reasonable accommodation based on disability or a sincerely held religious belief, practice or observance. To request an accommodation for purposes of participating in the hiring process, you may contact us at [email protected].