Vice President, Client Services

Role Overview

• 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