A
Sales Area Manager, Retail Customer Care
AppleChinaSupport and Service3+ years
Apply Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to develop a culture where everyone belongs and is inspired to do their best work. Here in the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magnificent, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. The Retail Customer Care (RCC) organization is a direct channel for Apple passionate about driving pre and post sales customer interactions and managing order support related activities globally. RCC supports Apple shoppers who buy from and are fulfilled by the Apple Store Online, Apple Retail Stores, and third-party marketplaces. The Sales Area Manager strives to drive Apple’s assisted sales strategy where customers enjoy shopping, and enable frontline specialists to deliver the best pre-sales experience for Apple customers.
This role requires a strategic leader, who can develop talents, inspire teams, and has a strong understanding of the e-commerce marketplaces prevalence in Greater China.
This candidate will be responsible for the day-to-day management of RCC team managers and specialists, as well as collaborating closely with various departments across Apple to deliver the best possible Apple experience to our customers, and effectively execute both new and existing programs.
As a member of the RCC management team, the candidate should demonstrate exceptional cross-functional leadership abilities and a proven track record of driving excellence in assisted sales performance and customer & specialist satisfaction. The successful candidate will achieve results by fostering an environment that delivers outstanding customer experiences and enhancing the efficiency and effectiveness of the frontline specialist team.
Responsibilities:
- Lead a team of team managers and oversee the management of the specialists, empowering each team member to learn, grow, and achieve performance and developmental goals
- Proactively analyze the e-commerce market trending, formulate the assisted sales strategy, and contribute to the the wider business plans, strategies and tactics
- Drive business priorities and achieve performance goals by establishing, planning, and executing the operational strategy of the functional areas and the entire sales network
- Partner with People partners and the operations team to plan and manage recruiting, training, developing, and retaining a diverse, high-performing team
- Monitor customer satisfaction and the ‘Voice of the Customer’ to continuously improve the specialists’ ability to deliver excellence customer experience
- Propose process improvements and recommend changes to tools/ policies and establishes procedures that affect the function
- Participate in projects reviews including requirements gathering, able to identify opportunities as part of the solution and provide guidance to the team
- Contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn.
- Demonstrate Apple’s values of inclusion and diversity in daily activities
- Be a role model for inclusive leadership behaviors and build, develop, and retain diverse teams.
- Take action to create a safe, respectful, and inclusive environment for all team members.
- 3+ years management experience leading teams in Sales, Retail, E-commerce or Customer Care Center landscapes
- Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Confronts barriers to greater inclusion with tenacity, care and commitment
- Cultivate a positive and motivating work environment by promoting teamwork and excellence in execution while encouraging deep connections with the community
- Experience working for a global organization within the technology sector
- Strong collaboration skills with key partners to deliver a seamless, cross channel Apple experience
- Strong analytical ability and decision making skills
- Knowledge and experience in e-commerce environment
- Experience working with human resources in areas pertinent to employee management such as performance, welfare and development
- Fluent in both English and Mandarin (speaking, reading, writing)
- BS/BA in related field or equivalent experience
- 7+ years of professional commercial experience with Sales, Retail, or E-commerce background
- Knowledge of integration strategies for WeChat, Douyin, Taobao, Xiaohongshu, and other local e-commerce platforms.
- Experience leading in a multi-lingual/cultural environment
- Drive operational excellence by identifying and implementing operational processes that help improve operational metrics and drive efficiency
- Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
- MBA preferred
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