Sales Area Manager - Small & Medium Business, Retail Customer Care

Summary

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 small & medium business (SMB) customers.

Description

This role requires a strategic leader, who can develop talents, inspire teams, and has a strong understanding of the SMB marketplaces prevalence in Greater China. This candidate will be responsible for the day-to-day management of RCC SMB 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.

Minimum Qualifications

3+ years management experience leading teams in Sales, Retail, E-commerce or Customer Care Center landscapes to support business clients Expertise on CRM tools or WeCom to establish and develop relationship with business customers and drive sales conversion 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)

Preferred Qualifications

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 BS/BA in related field or equivalent experience, MBA/MA or advanced degree preferred.