Vice President, Direct To Consumer Operations and Service Delivery
Universal Music Group
Santa Monica, CAThis was removed by the employer on 5/15/2018 5:21:00 PM PST
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Full Time Job
Description
The VP*, Direct to Consumer Operations and Service Delivery will own and manage all Direct to Consumer (DTC) supplier, logistics and customer service processes required to deliver high performance service results from an end to end “delivery of the promise” to the consumer as it relates to supply chain, fulfilment, customer service and overall customer satisfaction.
The VP will manage vendor and supply chain partner relationships, oversee the performance of internal/third party “store operators” participating in ongoing process improvement, customer service, monitoring KPIs of service delivery to fans and overall cost to serve to rights owners (labels and merchandise companies). This includes ownership of RFI/RFP development, vendor analysis, vendor selection, KPI monitoring, customer service vendor monitoring and management, contracting processes, and collaboration with the Consumer Engagement/Digital marketing (e.g. “demand generation”) teams in various regions, as well as rights owners and vendors of the key portions of the operations delivery system. Vendor performance management and KPI/Balanced Scorecards will be part of this.
Managing implementation projects. Responsible for internal and external projects implementing new Supply Chain Solutions and Performance Improvement initiatives.
Business planning. Development and management of departmental budgets, short, medium, and long term planning and monitoring cost to serve metrics and performance.
Job Functions:
Day to Day Fulfilment and Customer Service Operations. Ensure on time and complete fulfilment of Direct to Consumer orders for UMG Globally.
• Oversight of store operations (time to spin up stores, timely management of stock outs) KPIs
• Demand and Supply planning
• Inventory planning and replenishment for Catalog product
• Milestone management and inventory availability for New Release product
• Oversight of customer service vendors and quality
• Issue resolution management
• Collaboration across all UMG Labels and business units and vendors
Vendor Management
• Supplier relationships management with all Customer Service, Packaging, Print, Manufacturing, Distribution and Transportation Suppliers
• Supply Chain risk assessment
• Communication optimization
• Process/procedure development
• Supplier audits and actions planning
• Supplier certification for high profile, high security fulfilment
• Supplier Performance management and KPI development
Vendor agreements and contracts
• Vendor negotiation
• Contract management and maintenance working closely with Operations, Legal and Finance
• Quarterly Business Reviews with key suppliers
Strategic Process Improvement
• Participate in the evaluation of current Supply Chain systems recommending system enhancements and modifications. Develop, evaluate, document, and improve department / inter-department processes and implement recommendations.
• Process improvement. Initial focus areas will be will be on:
• Store build and management processes (timely spin up of stores)
• Management of stock outs
• Management of processes of store management across regions
• Strategic demand, production and capacity planning management
• Supply Chain Quality improvement and Lead Time reduction, working closely with Supplier base and internal stakeholders
• Fulfilment quality of execution to the end consumer to ensure high customer satisfaction
• Oversight of effective regional operations of local warehouse relationships
• Strategic partnerships leveraging supplier and service vendor process leadership
Job Requirements:
Skills/Abilities:
Domain Leadership and Judgement
• Demonstrated capacity to manage multiple vendors to high level of performance, particularly as it relates to delivering executions to end consumers
• Experience managing customer service vendors relationships
• Demonstrated ability to effectively manage and transform order fulfilment operations
• Proven thought leadership in Vendor management. Preferably in Media, Entertainment and Branded Product segments
• End to end Supply Chain process and systems domain knowledge and experience
• Interpersonal flexibility and ability to collaborate across levels, teams, with external partners on an international basis
• Balance needs of UMG, customers and vendors while enhancing the financial performance of the Supply Chain
• Manage conflict, solve problems and mediate between different interests of multiple stakeholders
• Drive change and innovation in line with overall UMG SC Strategy
Communication Skills
• Proven interpersonal, verbal, written and presentation communication skills
• Expresses written ideas, thoughts, or facts in a clear, convincing, and organized way
• Embraces teamwork; shares ideas and methods to improve performance
Analytical Skills
• Ability to analyse data and trends, make educated conclusions and provide recommendations in a clear and concise manner
• Has proven skills in designing and implementing statistical performance metrics
• Demonstrates experience in extracting and segmenting data to facilitate data analysis
Experience:
• 8-10 years within supply chain operations, including 3-5 at a senior level, preferably in the Media, Entertainment and Branded Product segments. Omni channel fulfilment experience will be a big plus.
• Consumer facing experience, whether in customer service, Direct to Consumer operations or other “end consumer” business
• Vendor Management and specifically print vendor management experience
• Supply Chain domain knowledge with solid understanding and demonstrated results in all the areas of supply chain including end to end Key Performance Indicators and Operation Excellence initiatives, Supply Chain Processes and Systems
• Contract management or commercial experience, including managing senior client relationships
• Leadership experience
• Experience in managing outsourced supply chain solutions
• Familiarity with customer service best practices
Education:
• BA/BS in Supply Chain, Business Operations or related field; or equivalent experience
Universal Music Group is an Equal Opportunity Employer.
Disclaimer
This job description only provides an overview of job responsibilities that are subject to change.