Online Customer Experience Manager, Channel Sales

Description

Develop and maintain relationships with both Apple account managers and key channel partners (Apple Monobrand resellers, telecom operators, consumer electronics resellers and online marketplaces), supported by a deep understanding of the markets.

Contribute to developing Apple regional eCommerce strategy, which includes but is not limited to identifying growth opportunities and defining priorities for Apple channel online business.

Work with our channel partners to help them set up outstanding new online stores (either " or shop-in-shop on marketplaces) that deliver best-in-class CX and contribute to drive sales.

Study market trends, partners online stores, performance metrics to identify areas of optimisation and new online growth opportunities. Specifically forge an opinion on partners existing online capabilities across all aspects of the online experience - eg. traffic generation, navigation, search, fulfilment, etc.

Design and implement regional improvement programs to uplift online capabilities and drive an incredible customer experience for our channel partners. Establish improvement frameworks that focus on impactful CX elements and address key weaknesses of our partners.

Work with Sales teams to prioritise areas of improvements for the online capabilities of their partners and support sell-in to partners. Establish clear recommendations to achieve best-in-class CX and advise partners on online standard methodologies.

Collaborate closely with key partners to ensure proper implementation of improvement programs, including but not limited to advising on implementation approaches such as A/B testing, setting up cadence with key partners to track and monitor progress, reviewing data and performance to ensure goals are met.

Partner with other x-functional teams to deliver projects with a strong online dimension, such as omni-channel experience.

Work with key channel partners in advance of New Product Introduction to ensure buy-flow for pre-orders and launch are implemented up to Apple standards.

Engage locally with Apple marketplaces partners in South-East Asia to develop and implement amazing marketing campaigns. Educate partners on Apple's product launch communication guidelines and share marketing collaterals. Guide marketplaces partners to prepare high-quality campaigns in line with Apple level of expectations, including relevant message, audience and media. Review and approve ATL and BTL communications from partners.

Work on other special projects related to digital channels in the region.

Support and build a community of digital experts across South-East Asia, transferring knowledge and sharing standard processes.

Additional Requirements

Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

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.

At Apple, we believe our products begin with our people. By hiring a diverse team we drive creative thought. By giving that team everything they need we drive innovation. By hiring incredible engineers we drive precision. And through our collaborative process we build memorable experiences for our customers