Summary

Posted: 2024年9月10日

Role Number:200566651

Retail Customer Care Centre, operationally supporting Retail Online and Retail Stores. The 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 Japan. 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. You are 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. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.

Description

You will act as the Retail Online lead for Apple Japan and work in a matrix environment, partnering closely with regional Operations, Apple Care, and Retail Stores among other partner teams to drive excellence across the Retail Online business. Responsibilities includes not limited to; ・Lead Management and Specialist teams across Learning, outsource vender management, Sales, and Support 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.). ・Measure customer satisfaction and monitor the ‘Voice of the Customer’ to continuously improve the customer’s experience with the Apple online store, Retail store etc. . ・Work with the Global Optimisation team on strategic issues and make recommendations to improve performance ・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 ・Direct and coordinate a weekly, monthly and quarterly management system ・Collaborate with WW leadership team to shape and execute 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

• Minimum 7-10 years senior management experience in a Customer Service/Sales Contact Centre or equivalent
• Fluent in English and Japanese (speaking, reading, writing)
• Experience working for a global organisation within the technology sector
• Knowledge and experience in e-commerce environment
• Ability to motivate and influence in a matrixes environment
• Well developed oral and written communication skills
Operations and cost management experience

Preferred Qualifications

• Strong collaboration skills with experience leading large organisations
• Strong analytical ability and decision making skills
• 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
Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Additional Requirements

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