VP Consumer Experience, Sony Computer Entertainment America – San Francisco


Strategic leadership of Sony Computer Entertainment America’s
customer experience contact center. This includes call center operations,
internet knowledge base support, social media management, and implementation
of CRM initiatives.

Provide innovative,
visionary, strategic direction to SCEA consumer contact center.
Differentiate PlayStation from primary competitors through world class customer
engagement. Determine most effective means for engaging the tech savvy
consumer with attention to what medium will delight consumers both now and in
the future.

Implement CRM programs
focusing on customer retention, loyalty, and direct consumer sales.
Consumer profiles including past buying behavior and advanced purchase analytics
will be used to promote cross sell and up sell opportunities. Products
will include but not be limited to consoles, accessories, packaged software,
and downloadable content such as games, movies, music, virtual goods, etc.

Develop reporting and
analytics to support continuous improvement, ensure SCEA services & product
quality, improve marketing effectiveness, provide for better business
decisions, and manage contact center operations.

Create technology
strategy and short/long term plan to support above initiatives.
Deploy leading edge technology solutions for optimal consumer engagement, CRM,
analytics, and contact center management.

Organize, motivate and provide
senior leadership to a direct staff of 50 employees
and outsourced staff of 500-700 agents. Create a collaborative,
innovative environment where employees are encouraged to take risk and try new

Invest prudently in the
business and manage a cost effective operation. Provide accurate budgets,
forecasts, and find the most cost effective, yet effective solutions for
consumer care.

Minimum 15 years contact center management
experience, preferably with a high technology company.

Seasoned ability to create
strategic plans for customer engagement, retention, and sales.

Must be a technology enthusiast
with a deep understanding of current trends in technology.

In depth understanding
of contact center operations including call centers, knowledgebase, social
media, etc.

Thorough understanding
and experience with latest contact center technology.

Strong leadership and
management skills having successfully lead large organizations while mentoring
and developing talent.

Strong project
management and negotiation skills.

Must be highly
collaborative and partner with various groups throughout the company.

Experience developing
metrics to drive productivity, consumer satisfaction, and manage costs.
Metrics for all methods of contact; call center, knowledgebase, social media,

Bachelor’s degree in Business,
Operations or equivalent is required; Master’s degree preferred.



Jakomi Mathews – Founder & Editor, The Music Void

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