Campaign Operations Coordinator

Campaign Operations CoordinatorFor Customer ServiceBudapest, Hungary

Sony Europe owns the Entertainment, Technology & Services business for consumer and professional markets, as well as Imaging & Sensing Solutions business, across Europe. Throughout all our fields including AI, biotech, or software solutions, from R&D and engineering, design, to sales, marketing, distribution and customer service, we work to deliver Sony's purpose to fill the world with emotion through the power of creativity and technology.

We are seeking a dynamic and diligent Campaign Coordinator to join our high performing team in Budapest. Our division, SSE (Service Solutions Europe), have their focus on the customer experience in all its different aspects: contact center, repair centers, spare parts, online support content, campaigns, social media support and Direct to Consumer (DTC). The Campaign Team is a sub team of Customer Service. We setup the backend systems for cashback, fulfilment and voucher campaigns for all European countries to help boost the sales of our products. If you have a strong customer focus, a can-do attitude and love to work in a high-pace and international environment, we would love to hear from you!

You will:

You will be working closely with our internal Sony customers (Consumer Electronics, Online Marketing and Brand Activation teams and regional sales teams) as well as external parties and agencies to coordinate operational activities for our promotional campaigns.

In Detail

Campaign Administration

• Follow up on cashback, voucher, or fulfilment campaigns with the vital focus on Sony support and online brand guidelines.
• Handle the campaign setup, follow up and handle escalations and any incidents or send them further to the campaign owners, online marketing and call center agency keeping clear communication and well-defined timeframes.
• Work closely with the contact center operations team to make sure that questions and claims from our customers are handled in an accurate way
• Assist in the campaign setup and detailed configurations in the backend systems.
• Constantly improve our customers' experience resulting in as few interactions as possible with our customers

Campaign Validation Policies & Processes

• Ensure the campaign validators (agents from a third party) are accurately trained and have all policies at hand to efficiently process a campaign.
• Set workflows up and supervise their implementation.
• Collaborate with the contact operation center team to ensure that the activities are accurately forecasted and resourced and that they are processed in a timely manner.

Website Testing

• Handle website testing activities, follow up and collaborate with relevant parties to ensure that any setup issues or bugs are discovered and timely resolved.

Documentation

• Document and report all steps in the campaign process on a daily basis.

Customer concern management

• Be the first point of contact for any critical issue or complaints as a result of our campaign handling and provide a response.
• Establish a good and clear communication for the customers on the website to help drive the number of contacts down by defining what helps our customers to go through the campaign claim journey and identify tactical changes that are needed on the campaign website to improve the customer satisfaction.

Complex Thinking and Analysis

• Identify a topic, problem or issue and gather information through reporting, testing and team communication with the aim to develop solutions or deepen the understanding of the issue.

You bring:

• University Degree or equivalent experience
• Proven experience in roles that require strong customer service and problem-solving skills.
• Experience working across European businesses in multicultural environments.
• Familiarity with MS Office, especially Excel and Power Point
• Excellent communication skills
• Strong customer focus and service approach, to understand the business and their needs and be able to guide the team into efficient delivery.
• Very good attention to detail and ability to identify issues and the root cause and propose solutions. 
• Excellent organization skills, ability to prioritize and meet deadlines.
• Understanding of project management cycles, online journey, and business flows will be an asset

We look forward to receiving your application and exploring how you can contribute to our team!

Your new office

Budapest

Based at the Budapest office, you will enjoy a modern, vibrant and diverse working environment with lots of social and charity events to be part of and enjoy a sense of belonging. We have an onsite canteen with a wide range of healthy options, a café, and free coffee/tea in the office kitchens. The office is easily reachable by public transportation. You can enjoy your lunchbreak outside in the garden or have a walk by the Danube. If you like to ride, we have bike storage in the building with a changing room and we also have a MOL BUBI bike docking station in front of the office building.

Life at Sony

We ensure competitive salaries and benefits by using established benchmarking. We encourage healthy work-life balance supported by hybrid and flexible working policies. We are a positive community who dream big together, respect each other, and enjoy a collaborative culture.

We like to celebrate our colleagues who make a real difference using our recognition platform. We also provide access to numerous services and platforms for all aspects of wellbeing. We listen to our people through conversations and surveys, respect their suggestions, then act on them. We also provide allowances for volunteering days so that our staff can support the causes they are most passionate about.

You can build your career around you with our fantastic range of learning & personal development programs to enhance your skills. We also encourage our staff to try exciting new roles, in a wide range of countries, with a supportive mobility team to support you if you take that leap!

Bring your uniqueness to Sony

We are passionate about creating a culture that promotes equity and cultivates inclusion, diversity, and belonging. We want employees with diverse backgrounds and perspectives that will stimulate innovation and have a direct impact on our creation of social value to fulfil Sony’s purpose – ‘to fill the world with emotion, through the power of creativity and technology’. We want you to bring your unique self to work and help shape our culture.

We are Sony Europe

Our people collaborate in an environment of respect, integrity, and open-mindedness. Diverse teams from all over Europe are the driving force for our business, and we embrace the differences that make each of us original and unique.

With offices in 28 European countries, Sony Europe caters to consumer, professional, semiconductor and healthcare markets with innovative electronics products and solutions. Our European laboratories research and develop new technologies and capabilities that contributes to the Sony Group and important issues on a planetary scale.

Bring your passion, creativity and ambitions to Sony Europe. Apply now, and let’s create the future together.

Equal Opportunity

Sony Europe is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, gender, citizenship, ancestry, age, physical or mental disability, sexual orientation, gender identity, medical condition, or any other protected characteristics.

Disability Accommodation for Applicants to Sony Europe

Sony Europe will provide reasonable accommodation for any qualified individuals with disabilities in the application process. For reasonable accommodation requests, please contact us by email at [email protected] or by mail to: Sony Europe B.V, Human Resources Department, the Heights, Brooklands, Surrey, KT13 0XW, UK. When contacting us please indicate the position you are applying for, and the accommodation required.