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Customer Operations Account Manager
NBC Universal
Universal City, CA, United States
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About Us
NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Universal Studios Home Entertainment (USHE) markets and distributes Universal's contemporary and classic theatrical and television product, spanning properties from the Company's Universal Pictures, Focus Features, Rogue Pictures, and NBC Television labels, as well as Universal DVD Original titles from Universal Home Entertainment Family Productions and select third-party productions. Universal is leading the way in exploring innovative technologies and in developing and adapting dynamic new initiatives for the burgeoning home entertainment market.
Responsibilities
The Customer Operations Account Manager is responsible for overseeing an Account Team that operationally supports a specified group/channel of customers (e.g. Retail/Mass, Wholesale, e-Commerce, etc…). The Account Manager plays a key role in maintaining and/or establishing Customer Relations with the specified group/channel of customers, ensuring Operational Best Practices, and delivering on Supply Chain initiatives (internal and external).
Establish Customer Relations with key account stakeholders (buyers, in-stock managers, analysts) and partners with them to achieve annual goals and objectives
Work closely with Commercial/Sales Associates, Customers, Distribution Partners, internal Supply Chain Team, and Accounts Receivables Team
Oversee Customer Operations day-to-day activities/execution for all UPHE Video Releases as well as it’s Distributed partners
Monitor Operational Performance and Identifies trends (Internal/External) – Scorecards/KPI’s
Identifies and champions business process improvements that streamline Operational touch points and create work flow efficiencies
Lead Cross Functional team meetings as required to support Customer Ops Initiatives
Project Manage Customer Ops Initiatives as required
Perform Customer Ops Business Reviews and develop presentations as required
Manage, develop/mentor, and grow Account Team to support ever changing business needs
Attend daily Operational meetings and/or Customer Meetings as required
Qualifications/Requirements
Basic Qualifications/Requirements:
Minimum 3 years experience in Retail, Supply Chain/Operations, and/or CRM
Minimum 2 years experience supervising others
Experience analyzing data and creating reports and presentations
Additional Job Requirements
Interested candidates must submit a resume/CV online to be considered
Must be willing to submit to a background investigation
Must have unrestricted work authorization to work in the United States
Must be covered by Solutions, NBCU’s Alternative Dispute Resolution Program
Desired Characteristics:
Bachelor’s Degree in Business and/or Supply Chain Management
Experience working with SAP
Entertainment Industry experience
Operations/Retail/CPG and or Supply Chain expertise
Project Management expertise
Customer Relationship Management (CRM) expertise
Must be able to work effectively at all levels of the organization and successfully interact will all management levels, both internal and external
Must be able to make independent decisions as well as work collaboratively within a team environment
Detail-oriented, well organized, and take ownership for projects and responsibilities
Must be flexible and have the ability to deal with ambiguity, manage and resolve conflicts, and prioritize work in a fast paced environment
Strong initiative and enthusiastic attitude with the ability to promote and implement new ideas and concepts
Excellent written and verbal communications skills, as well as solid interpersonal skills
Proven commitment to excellent customer service