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Senior Analyst, Customer Operations
Entertainment & Media Industry Company
Culver City, CA, United States
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Senior Analyst, Customer Operations - Home Entertainment
The Senior Analyst is responsible for supplying account management and analysis for Sony Pictues Home Entertainment (SPHE) Retail Operations Vendor Managed Inventory & Merchandising (VMI) accounts. The results of such analysis will lead to increased revenue, decreased costs, increased customer service, and increase optimization to the supply chain. The Analyst will monitor forecast accuracy, reduce returns, and analyze the effects of plan-o-gram capacity changes as suggested by the retailer and/or internal SPHE departments. The Analyst will conduct order policy analysis to determine the optimum order cycle for their account(s). The Analyst will work with 3rd Party Merchandisers in the execution of product placement at the store level. The Analyst will participate in training and development initiatives in order to leverage their knowledge and skills.
RESPONSIBILITIES
• Coordinate with 3rd party VMI partner on communication of information to manage store-level execution, maintaining cost per unit (CPU) KPIs for each assigned account
• Develop, monitor, and revise replenishment plans by item/store for New Releases and Catalog.
• Review and suggest forecasting model changes for Home Entertainment product (i.e. DVD and BD).
• Implement and execute account product change-outs.
• Improve operational efficiencies by managing returns and monitoring KPI’s for assigned account(s).
• Monitor and identify account trends based on promotional activity, title/fixture performance, and seasonality.
• Responsible for analysis of reports as they relate to their respective account(s); analyze vendor inventory reports and POS to maintain the required WOS, in stock% and turns.
• Develop an in-depth understanding of the account’s sales characteristics and document as part of customer profile.
• Maintain all store traits (fixture/space allocation) and store volume clusters based on historical POS Data.
• Track delivery of product to store based on order quantity generated and delivery date.
• Validate data integrity and ensure consistency in data flow from multi-systems.
• Prepare summaries for sales management, operations, and account presentations as necessary.
• Actively add, change and remove customer information within core systems
• Participate in system testing relating to Customer Master
• Preform ad-hoc troubleshooting relating to system synchronization and data feeds
Additional responsibilities include updating and maintaining the Customer Master. The Customer Master is vital for operational and financial account execution. Strong attention to detail is needed to insure proper customer, address, and billing information are maintained without error.
Retail Operations Analyst Core Competencies
Accountability & Impact of Errors
• Lead & participates in team meetings.
• Act as a role model among peers, share best practices.
• Constructs and presents informative, well-organized presentations.
• Understands how to communicate difficult/sensitive information tactfully.
• Clear written and verbal skills.
• Interact and build rapport with third party merchandising vendors.
• Strong follow-up and issue resolution with internal teams and external vendors.
• Acknowledges and appreciates each team member's contributions.
• Exemplifies positive attitude in challenging scenarios.
Original Thinking & Problems Solving
• Understands the business issues and data challenges of the organization and industry.
• Utilizes resources in accordance with Retail Operations Service Level Agreements (SLA) & Standard Operating Procedures (SOP)
• Identifies issues/problems and provides detailed analysis and solutions.
• Reviews requirements, specifications, business processes and recommendations related to proposed solution and executes.
• Identify & propose solutions to business challenges.
Organizational Scope & Complexity
• Completes and manages multiple projects within deadlines and schedules.
• Applies Retail Operations standards and initiatives.
• Consistently delivers high-quality services to internal and external customers.
• Generates enthusiasm among team members.
• Proactively seeks opportunities to serve in leadership roles.
• Seeks and participates in development opportunities above and beyond required department training.
• Collaborates with other analysts through both formal and informal training programs.
Business /Functional Expertise
• Possesses understanding in all areas of Retail Operations applications and system design.
• Understands how Retail Operations systems interface with each other.
• Participates in testing efforts.
• Ensures issues are identified, tracked, reported and resolved in a timely manner.
• Strong working knowledge of MS Office applications (Excel, Outlook, PowerPoint).
• Strong analytical skills.
• Continually seeks opportunities to increase customer satisfaction and expands SPHE relationships.
REQUIREMENTS
• Bachelor's degree in Business, Economics, Finance, Statistics or Supply Chain
• 2-4 years of relevant work experience
Knowledge of:
• Key Retail accounts operations and business requirements
• Retail Operations systems and processes (eVMI, ESPF, i2, JDE/One World, Business Objects)
• Business Software (Excel, Word, PowerPoint, Access, Visio)
• Supply Chain
• VMI & Merchandising Business Metrics
• VMI & Merchandising Best Practices (Order timeliness, SLA’s, Optimization)
• Inventory Management
• Forecasting
• Data Analysis & Fact Based Selling
About Company Home Entertainment
Company Home Entertainment (SPHE) is a Company Entertainment (SPE) company. Company Entertainment (SPE) is a subsidiary of Company., a subsidiary of Tokyo-based Company. 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 Company website
*Company 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.
• Company - CA - Culver City Area & Studios