Director, Head of EMEA Operations

Role overview:

The Director, Head of EMEA Operations will be responsible for leading all Operations activities across the EMEA region for Sony Interactive Entertainment, ensuring PlayStation products are planned, assembled, fulfilled, and delivered to customers with a consistently high level of service, efficiency, and operational control.

This senior leadership role will oversee Logistics, Transportation Control Tower Management, Warehousing 3PL Management, Sales Operations Order Fulfilment, Assembly and Fulfilment Planning across both B2B and D2C channels including PlayStation Direct.

Working across a complex regional network, this role will lead cross-functional and multi-functional teams to ensure EMEA Operations is resilient, commercially aligned, customer-focused, and capable of supporting the continued growth of the PlayStation business.

What you’ll be doing:

• Lead the end-to-end EMEA Operations function, ensuring all logistics, warehousing, order management, assembly, and fulfilment planning activities are delivered to a high standard across B2B and D2C.
• Provide leadership across regional Operations teams, setting direction, building capability, and ensuring clear accountability across all functional areas.
• Oversee Transportation Control Tower Management, ensuring inbound, outbound, and regional transport activities are coordinated effectively and deliver against cost, service, capacity, and customer commitments.
• Lead Warehousing 3PL Management across the region, ensuring partners deliver efficient, agile, resilient, and cost-effective operations that support retail, distributor, eCommerce, and PlayStation Direct requirements.
• Oversee Sales Operations and Order Management, ensuring customer orders are managed accurately, efficiently, and in line with commercial priorities and service expectations.
• Lead Assembly and Fulfilment Planning activities, ensuring product availability, build readiness, localisation, channel allocation, and fulfilment execution are aligned to demand and customer needs.
• Partner closely with Commercial, Planning, Finance, D2C, Customer Service, Global Operations, Procurement, and external service partners to ensure operational plans support business priorities.
• Drive continuous improvement across service, cost, operational resilience, partner performance, process quality, and customer experience.
• Work closely with the Operations Excellence & Transformation teams to develop and define the strategic approach for the functions and the region including the creation of the MRP roadmap, regularly review KPI’s and focus metrics for the functions within your remit, ensuring the teams are communicating and providing clear updates and taking actions on any areas where there has been deviation from plan as well as where they are making improvements.  

Key areas of focus:

Regional Operations Leadership

• Lead cross-functional and multi-functional Operations teams across EMEA (including supporting MEATICS and ANZ).
• Set regional strategy, priorities, governance, and performance expectations.
• Ensure Operations is aligned to commercial plans, customer requirements, product launches, promotional activity, and channel growth.
• Build a high-performing culture focused on service excellence, accountability, collaboration, and continuous improvement.

Logistics & Transportation Control Tower

• Oversee regional transportation performance across inbound, outbound, and customer delivery flows.
• Ensure the Transportation Control Tower provides strong visibility, issue management, escalation, and performance control.
• Manage transport partners against service, cost, capacity, and On Time In Full expectations.
• Strengthen resilience across routes, providers, processes, and peak planning.

Warehousing 3PL Management

• Lead regional warehouse operations through strategic 3PL partnerships.
• Ensure warehouse partners meet agreed service levels, productivity targets, cost expectations, and operational standards.
• Support B2B and D2C fulfilment requirements, including launches, peak periods, returns, value-added services, and customer-specific needs.
• Drive improvement in warehouse efficiency, agility, scalability, and operational quality.

Sales Operations & Order Management

• Oversee order management processes across B2B and D2C channels.
• Ensure customer orders are processed accurately, prioritised appropriately, and fulfilled in line with business commitments.
• Partner closely with Commercial, Customer Service, Finance, and Planning teams to resolve order, allocation, availability, and fulfilment issues.
• Improve order flow, service visibility, exception management, and customer communication.
• Actively collaborate and communicate transparently with the commercial and SP&A teams, the finance team, IT teams, and other business functions to ensure best practice development and alignment whilst supporting the wider business needs. 

Assembly & Fulfilment Planning

• Lead regional assembly and fulfilment planning activities.
• Ensure product localisation, build planning, channel readiness, and fulfilment execution are aligned to forecast, demand, and customer needs.
• Balance B2B and D2C priorities across available supply, capacity, and operational constraints.
• Identify risks early and coordinate cross-functional actions to protect service and availability.

What we’re looking for:

• 15+ years’ experience in Operations, Supply Chain, Logistics, Fulfilment, Sales Operations, Planning, or a related regional leadership role.
• Strong experience leading complex, multi-functional operations teams across regional or global environments.
• Deep understanding of B2B and D2C operations, including order management, warehousing, transportation, fulfilment, and customer delivery.
• Experience managing 3PL warehousing partners, transportation providers, control tower operations, and regional logistics networks.
• Strong leadership capability, with the ability to set direction, build teams, influence stakeholders, and deliver through complexity.
• Strong commercial and financial acumen, with experience managing cost, service, capacity, budgets, and partner performance.
• Excellent stakeholder management skills across Commercial, Planning, Finance, Customer Service, D2C, Procurement, Global Operations, and external partners.
• Strong analytical and problem-solving skills, with a track record of driving operational improvement and service excellence.

Benefits:

• Discretionary bonus opportunity
• Hybrid Working
• Private Medical Insurance
• Dental Scheme
• 25 days holiday per year
• On Site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers