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Manager, Client Services

London , United Kingdom; (Hybrid)

REQ ID JR100047 Apply View Saved Jobs

Please note that this role is based in the United Kingdom. In order to enable us to meet statutory and regulatory obligations of the United Kingdom immigration system you must have the appropriate immigration permission needed to work and reside in the United Kingdom.

Sony Pictures Entertainment (SPE) currently distributes transactional digital content (TV and Features) in 100+ territories and to major multi-regional retailers such as SKY, Rakuten, iTunes, Google Play, Amazon, Microsoft and many others. As a part of Distribution Content Services (DCS), the Home Entertainment (HE) Client Services team oversees media distribution for both Digital (transactional VOD - TVOD) and Physical (DVD, Blu-ray & UHD discs). The TVOD Client Services portion of the team enables distribution through management of the Digital Supply Chain, ensuring on-time and high-quality avails and product deliveries, as well as strategic execution of high-profile Digital initiatives via flexible and scalable processes. The Client Services team in EMEA is a vital hub enabling the growth and evolution of SPE TVOD’s largest international market – EMEA, which makes up 75% of the SPE’s international TVOD sales (as of FY23), as well as a support system for home office’s Global retailers, which make up 71% of total TVOD sales to date and international-focused initiatives.

Reporting to the Manager overseeing Client Services team in EMEA, the Manager will be responsible for storefront and territory execution utilizing aspects of technology, sales, operations, programming, and strategic planning for most coveted areas of SPE’s TVOD EMEA region, comprising of 96 territories and 415 digital storefronts. The ideal candidate will be accountable for the Digital supply chain across international/EMEA territories, programs and clients as assigned by the Manager. They will work with key stakeholders to ensure that all initiatives and Feature/TV releases occur according to plan.

This demanding and fast-moving position requires someone who is agile, fearless in taking the lead while collaborating.

What you'll do:

Customer Management:

  • Owns strategic operational relationships with several major client accounts and assigned territories, aka digital media retailers such as SKY, Amazon, Rakuten, Apple, etc.; demonstrating a bias to action and pro-active communication to foster a robust and collaborative partnership
  • Strategize directly with digital retailers to address day-to-day needs/issues, implement promotions and non-standard initiatives, long-term forecasting, expansions, and new launch plans
  • Understands client's priorities and strategies while providing support and service to client accounts, ensuring comprehensive product fulfillment, delivery resolution and service after close of sale/contract confirmation.
  • Ensures the achievement of deal/contractual goals and, ultimately, company revenue recognition
  • Sets and manages the expectations of clients, regarding all material types: avails and content media. Identifies and resolves technical and operational issues that hinder the execution of deals
  • Serve as SME specializing in Digital platform customer specifications, cultivate a deep understanding of each retailer's culture, capabilities, and storefront experience to maximize revenue-generating initiatives and optimize product placement

Storefront Territory Execution

  • Lead execution and delivery of avails, video, audio, subtitle, artwork and metadata assets in adherence to SPHE and customer specifications by leading cross functionally, exercising project management skills and delegating appropriately to achieve on-time, accurate release of SPHE content
  • Constantly meeting and supervising deadlines using Sony’s various systems including PRISM, BOP, Partner Portals
  • Project manage new customer onboarding and launches liaising with partners, internal servicing and Account teams to understand and document requirements and timelines
  • Handle and drive communication of digital internal release schedule and pricing to partners via reporting and business-to-business integrations

Territory Management:

  • Leverage robust, evolving expertise of territory best practices and Digital Retailer specifications to influence and guide business/territories on release strategy and pro-actively address regional release schedule challenges and nuances
  • Project Lead for TDAM as part of Commercial Team and virtual Territory team executing strategic directives and fiscal targets for each territory/region such as release info data pertaining to each title release.
  • Anticipate partner needs with key Account Management leads as Digital strategy evolves quickly, adapt to the changes required and drive/create new processes to support that change.
  • Proactively define, communicate key process and system requirements to Account Management to ensure execution success; manage expectations accordingly
  • Participate in custom RVOD release planning with SPT on deal nuances and requirements
  • Drive and enhance workflows based on key learnings on new windows/early windows and other experimental release patterns
  • Oversight of process and execution of territory work
  • Set up and maintenance of Client Profile for all retailers in designated regions, including partnering with Servicing to complete retailer requirements.
  • Maintain pre-check/day of storefront checks for the EMEA markets and communicating with key commercial and marketing stakeholders.
  • Guide localization decisions based on regional expertise

Cross-functional Team/Dept Execution:

  • Work with and direct internal/external teams to execute marketing, merchandising and promotional efforts aimed at driving transactions on key digital launches, drafting opportunities, seasonal/holiday-based campaigns, bundling/voucher initiatives, etc.
  • Partner with Programming teams to ensure accurate VIG, avail assignments and territory intentions.
  • Analyze anticipated throughput and implement strategies to account for seasonal fluctuations in releasing patterns and Retailer operations.

Process & Systems improvement (PRISM, BOP, etc)

  • With Director and/or rest of Client Services, represent TVOD team across Systems & Workflow and IT initiatives, driving roadmap of our team’s short-midterm goals re: best practices and automated workflows between Sony and its business partners/retailers
  • Partner with IT, Systems & Workflow teams and process stakeholders to create stories and continually enhance systems and processes (PRISM, Project Diamond, HUB, etc.)
  • Understanding of external clients’ portals and system functions, ability to provide insight or suggestions on how they can collaborate with Sony and achieve success.
  • As part of the core team, embrace adoption of Digital Standards and Best Practices as they mature/evolve (ex, EIDR, EMA Avails, IMF, Common Media Manifest, ALID)
  • Understand and act as an advocate core business data automation and Roadmap

New initiative execution

  • Create and drive project plans to meet business/initiative goals, includes internal/external partnerships
  • Drive proper execution with agility and specialized knowledge of non-standard title releases, promotions, pre-orders, etc. as business experiments with shorter release windows

Commercial Partnership - Lead & Communicate on process and projects

  • Partner with commercial team/TDAM Sales to understand and anticipate needs, both short and mid term
  • Creatively and with urgency lead/execute fast-paced, late-breaking business requirements by Commercial leads
  • Prioritize day-to-day responsibilities along with ongoing ad hoc projects and SPE product optimization goals, especially in relation to DAP/CGI financial goals

Special Projects & Stretch Assignments

  • Take on or oversee special projects or areas as the LOB requires
  • Evolve specialized skills such as expertise in technical specifications related to Digital workflows, reporting, knowledge and documentation of territory specific requirements, new territory launches, etc. (ie, oversees/executes the Domestic Pre-check process)
  • Development of best practices, training material for delegation to be used by others
  • As business needs evolve, continue to drive process improvement projects, embracing new ideas while representing Sony’s overall philosophies and standards.

What you have:

  • Ideally 4+ years studio, media supply chain and/or Digital distribution experience
  • Solid understanding of digital supply chain (XML, video encoding, workflow management systems)
  • Requires specialized knowledge in the Digital/TVOD business area in order to lead specific territories. It leverages analytical, critical thinking and problem-solving skills
  • Tech savvy, hunger to learn, engage with Sony’s systems
  • Proficient with MS Office applications and strong data analysis, excel skills a big plus
  • Knowledge of Distribution technologies, e.g. XML, JSON, and Digital standards (OTTX/Movie Labs specs, e.g. EMA Avails, MMC, Common Metadata) a big plus
  • iTunes Connect, retailer portals
  • A personable, clear and confident communicator when dealing with teams and different levels. Clear written and verbal communication when communicating with management, Business and customer contacts.
  • Can confidently deliver and create presentations to team members and stakeholders.
  • Critical & strategic thinking skills
  • Interested in learning data, metrics, and critical-path management
  • Can adapt and drive any required business or operational changes needed in order to successfully reach initiatives.
  • Highly organized with a keen attention to detail and are able to work with and coordinate across multiple teams and stakeholders.
  • Able to handle multiple tasks, prioritize effectively and adapt to changes in priority and/or direction easily
  • Flexible and adaptable with an appetite for implementing positive change
  • Self-motivated and dedicated to performing above expectations
  • Leverage appropriate tools to document and manage strategic projects such as completing initiatives tied to business deals with partners/retailers
  • Lead and document process improvement and workflow establishment efforts

How we take care of you:

  • Competitive salary, with annual bonus eligibility.
  • A choice of comprehensive health plan options that fit your lifestyle including private medical insurance.
  • Rest and recharge during a week off during the winter holidays, in addition to the 25 days of paid annual leave.
  • Participate in extensive learning & development opportunities at all levels, including curated instructor-led classes and high impact online resources.
  • Build your community by joining our Employee Business Resource Groups, and/or Sony Pictures Action – our racial equity and inclusion strategy.
  • Access to an employee online store filled with a variety of discounted Sony products.
  • Watch the newest movies and TV shows at our exclusive employee screenings at work.
  • Entitlement to apply for an interest-free season ticket loan.
  • Automatic enrolment in the Company’s Pension Plan
  • Free counselling and advisory service.
  • You will be automatically enrolled in the Company’s Life Insurance and Group Income Protection Plans subject to any applicable service requirements.
  • The opportunity to attend various social events in our state-of-the-art offices in Paddington.
  • In addition to the above we have a range of other optional discounted benefits that are reviewed regularly (e.g., gym memberships, travel insurance, activity passes, car leasing, experience days and many more!)

If you require any reasonable adjustments with any part of the recruitment process, including the application or interview process, please contact us atuk_-_peopleandorganisation@spe.sony.com. Please put Reasonable Adjustment Request in the subject line of the email.

Sony Pictures Entertainment is committed to equal opportunity in all its employment practices, policies and procedures. No worker or potential worker will therefore receive less favourable treatment due to their race, age, creed, sexual orientation, colour, nationality, ethnic origin, disability, religion, gender, marital status or Trade Union membership (if applicable).

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