Job Description

Summary

Posted: 7 Jul2022
Role Number:200399758
Retail Customer Care Centre, operationally supporting RetailOnline and Retail Stores. The RPAC & Japan Retail Customer CareCentre is a direct channel for Apple focused on driving pre andpost sales customer interactions and managing order support relatedactivities across 8 markets and in multiple languages. Thesuccessful candidate is passionately focused on the customer — andgets results by creating a learning environment that delivers best-in-class customer experience, drives sales excellence andeffectiveness and develops programmatic strategies for the ongoingdevelopment of the team. This individual is responsible for owningthe daily operations of a large internal contact centre, andleading a team of supporting Managers, and a network of outsourcedpartners to support business needs throughout the year. Theposition requires strategic leadership, people development,tactical execution of new and existing programs and crossorganisation and regional partnership. The candidate will act asthe Retail Online lead for Apple RPAC & Japan, and work in amatrixed environment, partnering closely with regional Operations,AppleCare, and Retail Stores among other partner teams to driveexcellence across the Retail Online business.

KeyQualifications

KeyQualifications

• Minimum 7-10 years senior managementexperience in a Customer Service/Sales Contact Centre
• Experience working for a globalorganisation within the technology sector
• Customer focused, detail oriented withability to maintain a positive attitude in a high-stress andfast-paced work environment
• Adaptive to changing technologies,process and environments
• Strong collaboration skills withexperience leading large organisations
• Strong analytical ability and decisionmaking skills
• Drive for quality results anddemonstrates high degree of determination
• Experience leading in a multi-lingualenvironment
• Knowledge and experience in e-commerceenvironment
• Ability to motivate and influence in amatrixes environment
• Experience working with outsourcedvendors
• Excellent verbal, written andinterpersonal communication skills
• Strong problem solvingabilities
• Demonstrated ability to workindependently in areas of ambiguity
• Ability to build effective relationshipsin a cross-functional team environment with demonstrated success inmanaging international collaborations
• Operations and cost managementexperience
• Adaptive to changing technologies,process and environments

Description

Description
THE RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO: - LeadManagement and Specialist teams across Learning, outsource vendermanagement Sales, Support and Fraud Prevention functions - A Leaderthat is passionate about promoting and delivering on inclusion anddiversity and ensuring it is part of the DNA of the team - Achievequality customer service levels and revenue attainment goals -Cultivate a positive and motivating work environment by promotingteamwork, diversity, inclusion and focusing on positive employeerelationships - Act as Retail Online liaison to Operations with anend objective of proactively recommending strategies to improvecustomer satisfaction and customer communications - Lead theregional vendor management team, monitor the performance ofexternal contact centres, and ensuring that all key goals areachieved (call centre metrics, customer satisfaction, attrition,etc.) - Be the “Voice of the Customer” by reviewing key performancematrix and driving continuous improvement efforts towards achievingflawless and optimal customer satisfaction that is above industrystandards - Partner with the Global Optimisation team on strategicissues to scale, drive efficiency, performance improvements andemployee satisfaction - Partner with Contact Centre Forecasting andFinance to lead all aspects of the onboarding / off boardingprocess 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 awell-oiled engine - Collaborate with WW leadership team to shapeand implement long-range customer service and assisted plans toimprove the business and customer engagement - Provide regionalrequirements for the technology tools needed to support the centre- Continually review systems and processes to improve both salesand order management performance

Education & Experience

Education & Experience
BS/BA degree required; MBA or advanced degree is aplus

Additional Requirements

Additional Requirements

• We are an equal opportunity employer andvalue diversity at our company. We do not discriminate on the basisof race, religion, color, national origin, gender, sexualorientation, age, marital status, veteran status, or disabilitystatus.
• We will ensure that individuals withdisabilities are provided reasonable accommodation to participatein the job application or interview process, to perform essentialjob functions, and to receive other benefits and privileges ofemployment. Please contact us to request accommodation.