职位描述：
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 customers.
Description：
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.
– 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.
职位要求：
Minimum Qualifications：
3+ years of leadership experience, leading managers 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
Preferred Qualifications：
7+ years of professional commercial experience with Sales, Retail, or E-commerce background
5+ years of leadership experience, leading both managers and/or individual contributors, with a track record of building strong, high-performing teams
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
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售客户关怀销售区域经理职位不仅要求候选人具备传统的销售和团队管理能力，还需要在电子商务和多文化环境中展现出卓越的领导力。这个角色的独特之处在于它需要候选人能够理解和分析中国电子商务市场的趋势，同时能够领导一个多元文化的团队，提供无缝的跨渠道客户体验。 为了准备这个职位的面试，建议候选人重点准备以下几个方面：首先，深入理解Apple的客户关怀理念和电子商务策略，尤其是如何在中国市场应用这些策略。其次，准备具体的案例来展示你在多元文化团队中的领导经验，以及你如何通过分析市场趋势来制定销售策略。最后，确保你能够流利地用英语和普通话进行沟通，因为这是这个职位的基本要求。记住，Apple非常重视包容性和多样性，因此在面试中展示你如何在实际工作中体现这些价值观将大大增加你的成功机会。
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