Job Description

Summary

Posted: Jul 7, 2022
Role Number:200399758
Retail Customer Care Centre, operationally supporting Retail Online and Retail Stores. The RPAC & Japan Retail Customer Care Centre is a direct channel for Apple focused on driving pre and post sales customer interactions and managing order support related activities across 8 markets and in multiple languages. The successful candidate is passionately focused on the customer — and gets results by creating a learning environment that delivers best- in-class customer experience, drives sales excellence and effectiveness and develops programmatic strategies for the ongoing development of the team. This individual is responsible for owning the daily operations of a large internal contact centre, and leading a team of supporting Managers, and a network of outsourced partners to support business needs throughout the year. The position requires strategic leadership, people development, tactical execution of new and existing programs and cross organisation and regional partnership. The candidate will act as the Retail Online lead for Apple RPAC & Japan, and work in a matrixed environment, partnering closely with regional Operations, AppleCare, and Retail Stores among other partner teams to drive excellence across the Retail Online business.

Key Qualifications

• Minimum 7-10 years senior management experience in a Customer Service/Sales Contact Centre
• Experience working for a global organisation within the technology sector
• Customer focused, detail oriented with ability to maintain a positive attitude in a high-stress and fast-paced work environment
• Adaptive to changing technologies, process and environments
• Strong collaboration skills with experience leading large organisations
• Strong analytical ability and decision making skills
• Drive for quality results and demonstrates high degree of determination
• Experience leading in a multi-lingual environment
• Knowledge and experience in e-commerce environment
• Ability to motivate and influence in a matrixes environment
• Experience working with outsourced vendors
• Excellent verbal, written and interpersonal communication skills
• Strong problem solving abilities
• Demonstrated ability to work independently in areas of ambiguity
• Ability to build effective relationships in a cross-functional team environment with demonstrated success in managing international collaborations
• Operations and cost management experience
• Adaptive to changing technologies, process and environments

Description

THE RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO: - Lead Management and Specialist teams across Learning, outsource vender management Sales, Support and Fraud Prevention functions - A Leader that is passionate about promoting and delivering on inclusion and diversity and ensuring it is part of the DNA of the team - Achieve quality customer service levels and revenue attainment goals - Cultivate a positive and motivating work environment by promoting teamwork, diversity, inclusion and focusing on positive employee relationships - Act as Retail Online liaison to Operations with an end objective of proactively recommending strategies to improve customer satisfaction and customer communications - Lead the regional vendor management team, monitor the performance of external contact centres, and ensuring that all key goals are achieved (call centre metrics, customer satisfaction, attrition, etc.) - Be the “Voice of the Customer” by reviewing key performance matrix and driving continuous improvement efforts towards achieving flawless and optimal customer satisfaction that is above industry standards - Partner with the Global Optimisation team on strategic issues to scale, drive efficiency, performance improvements and employee satisfaction - Partner with Contact Centre Forecasting and Finance to lead all aspects of the onboarding / off boarding process and the team’s annual operating expense budget process - Own and lead a robust management system (weekly, monthly & quarterly) to ensure day-to-day operations is moving like a well-oiled engine - Collaborate with WW leadership team to shape and implement long-range customer service and assisted plans to improve the business and customer engagement - Provide regional requirements for the technology tools needed to support the centre - Continually review systems and processes to improve both sales and order management performance

Education & Experience

BS/BA degree required; MBA or advanced degree is a plus

Additional Requirements

• We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.