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Full Time Job

Senior Customer Management & Servicing Manager

Playstation

San Diego, CA 09-23-2024
 
  • Paid
  • Full Time
Job Description
Senior Customer Management & Servicing Manager

San Diego, CA (Collab)

Responsibilities:
• Customer Relationship Management: Manage the overall customer experience and ensure positive brand interactions for cardholders. Partner with acquisition manager and operations to ensure seamless customer experience throughout the member journey.
• Lead card conversion to ensure a seamless customer transition.
• Build and maintain strong relationships with cardholders to enhance customer satisfaction and loyalty, working closely with issuing bank and marketing agency.
• Support new product launch customer management and servicing efforts once product is launched.
• Retention Strategies: Manage Retention /ECM efforts with issuing bank to drive incremental spend for both the card Portfolio and SIE, and retain existing cardholders– including securing brand approvals. Provide strategic recommendations on ways to enhance existing plans.
• Customer Onboarding and Engagement: Launch new features, promotions, or benefits associated with the co-branded card.
• Establish relationships with key SIE teams to drive customer management efforts as defined in strategic plans (e.g. Customer support, CRM, PS.com, AIM, brand marketing)
• Integrate cardmember information & communications within SIE CRM lifecycle (i.e. onboarding, triggers, web, etc).
• Partner with SIE internal teams to promote rewards or exclusive benefits for cardmembers as available.
• Customer Servicing: Customer support liaison with issuing bank and SIE - provide assistance to cardholders regarding inquiries, concerns or issues (balances, transitions, billing, account management & general servicing).
• Performance Analysis and Reporting: Reporting on ECM efforts and customer support, presenting results to internal stakeholders at SIE

Please refer to our Candidate Privacy Notice for more information about how we process your personal information, and your data protection rights.

At SIE, we consider several factors when setting each role's base pay range, including the competitive benchmarking data for the market and geographic location.

Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.

In addition, this role is eligible for SIE's top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.

The estimated base pay range for this role is listed below.

$136,700
- $205,100 USD

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

Jobcode: Reference SBJ-gqwek9-44-220-251-236-42 in your application.

Salary Details
Salary Range: $136,700 to $205,100 Per Year ($ USD)
Company Profile
Playstation

Recognized as a global leader in interactive and digital entertainment, Sony Interactive Entertainment (SIE) is responsible for the PlayStation® brand and family of products and services.