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Associate Manager, Customer & Retention
San Mateo, CA
Working as part of a global organization the Associate Manager, Customer Retention, will plan, execute and report on PS Plus activities across all global markets, while liaising with partners in core PlayStation offices in North America, Europe and Asia. The three areas of focus are:
Customer and Retention: Focused on long term revenue generation through retention of PlayStation Services customers. The role is responsible for designing, business casing, implementing and reporting upon customer facing engagement and retention initiatives; with the end goal to reduce customer churn and increase customer happiness.
Services P&L Management: Seen as the face of PlayStation Services in North America and LATAM. You need to have an overall understanding of the Global performance position (through working with the Services Global P&L management team) and host the North America and LATAM performance meetings. In addition, this role will be vital in providing regional feedback to help provide commentary on North America and LATAM performance.
Operational Interface: A successful candidate will build strong partner relationships with operational delivery teams (such as: Marketing, eCRM, Merchandising, Customer Service) to support the delivery of customer initiatives driven by the PlayStation Services team. This role is core to leading those stakeholder teams to deliver in-flight projects ensuring the best experience for customers.
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to race, color, religion, gender, pregnancy, national origin, ancestry, citizenship, age, legally protected physical or mental disability, covered veteran status, status in the U.S. uniformed services, sexual orientation, gender identity, marital status, genetic information or membership in any other legally protected category.
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