苹果Retail Executive Relations Representative, APAC
任职要求
Minimum Qualifications • English and Mandarin fluency(read, write and speak) • Excellent verbal and written communication skills • 3+ years customer-facing experience in a customer service role or technology retail store environment • Consistently meets or exceeds customer satisfaction goals • Experience de-escalating sensitive customer issues by phone or in person • Makes space to listen, learn, and amplify diverse perspectives and experiences • Actively seeks out opportunities to champion and celebrate inclusion and diversity Preferred Qualifications • Experience with positioning sensitive and confidential outcomes • Genius Bar, technical support experience in Apple Retail or experience troubleshooting devices with customers • BA/BS or equivalent relevant experience • Experienced on addressing customer issues from the Government Authorities is a plus • Cantonese or Japanese speaker is a plus
工作职责
On this team you will be responsible for managing an active case load and connecting via phone with distressed customers. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out opportunities for improvements to business partners and senior leadership. In addition, you will contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn as well as demonstrate Apple’s values of inclusion and diversity in daily activities.
As the Greater China Executive Relations Senior Manager, you will: - Lead and inspire a team of ER Liaisons who manage executive-level and government agencies customer escalations across Greater China, consistently demonstrating a strategic mindset to align priorities and outcomes. - Build and lead a high-performing, inclusive, and collaborative team by providing hands-on people management, including coaching, performance evaluation, career development, and goal setting. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Monitor key performance indicators (KPIs) to ensure execution, accountability, and alignment with Apple’s customer experience standards and business priorities. - Foster a high-performance, inclusive, and collaborative team culture that reflects Apple’s values. Strengthen the team’s capability to manage complexity and scale through inclusive leadership and structured problem-solving. - Act as a strategic partner to the Global Head of ER, providing regional insights and contributing to both in-region and global initiatives. - Partner closely with cross-functional teams including Government Affairs, Legal, Public Relations, Investor Relations, AppleCare, Retail, and Engineering teams to ensure a consistent and effective issue resolution. - Provide subject matter expertise and in-depth insight to Greater China executives in preparation for government meetings and discussions related to customer law, service policies, and consumer-related matters. - Represent Apple in conversations with consumer advocacy groups and government agencies, reinforcing our commitment to customer satisfaction and regulatory alignment. - Analyze trends, root causes, and systemic issues through case review and customer feedback, applying strategic thinking to drive sustainable improvements in Apple’s products, services, and customer experience. - Timely engagement with Apple’s Executive Team and in-region leadership to provide insights, recommendations, and resolutions for high-profile customer cases. - Maintain the highest levels of professionalism, discretion, and customer empathy in every engagement.
- Product Management: Own and execute large, complex studies end to end — including scoping with business leaders, designing methodologies, collecting and analyzing data, generating recommendations and presenting results to senior leaders. - Strategic research: Translate complex business problems into analytical requirements and hypotheses. Apply diverse mythologies such as desktop research, expert interviews, qualitative interviews, and quantitative surveys to derive insights. - Technology Acumen: Lead technical assessments and deep dives to understand technology and underlying systems. - Stakeholder Management: Build strong relations with internal stakeholders to understand business priorities, inform our roadmap, and drive business growth, process improvement, and cost efficiency through insights. - Trends and Innovation Monitoring: Discover, track, and evaluate global industry and technology trends to inform strategy and product innovations at Amazon. - Process Improvement: Continuously innovate and scale our methodologies to optimize efficiency and impact.
Job Description Demonstrate an ability to build executive relationships at major accounts. Identify opportunities and challenges within the account base and create strategies to maximize sell through, profit, revenue and market share. Establish and track an annual account budget, which includes sales and profits. Develop sales plan to achieve sales and profit targets for current and prospective accounts both Annual & Quarterly basis. Conduct and/or receive weekly reviews of sales, RMAs, returns & allowances (R&A), quotes, promotions, sell through, inventory management, turns, forecasts, replenishment orders, backorders, and any other account activities that will impact financial results for the account(s). Resolve or delegate any issues that arise as a result of the reviews. Execute strategies to reduce RMAs, minimize returns and allowances, and overall profitability. Analyze and understand industry market trends, competition, products, and pricing that may impact sales efforts and communicate this information to all sales management and other departments as necessary. Review and analyze daily sales results and compare actual v. projected / plan results. Formulate plans to respond to the analyses. Travel to trade-shows and customer sites required. Depending on the assignment, international travel may be required. Effectively work across internal functional groups (Regional GTM, Sales OPs, BG Team, Others) to collaborate, program manage and execute to customer expectations. Understand and follow company rules and regulations. Perform all other duties as assigned and required.
• Customer Advocate – Develops and oversees the execution of account plan(s) to ensure Microsoft revenue targets and customer outcomes are met. • Engages with internal and external stakeholders on business planning, to promote mutually beneficial customer digital transformation strategies. • Orchestrate full customer team across all areas of Microsoft to ensure we are focused on delivering customer outcomes across the customer lifecycle to build deep trust with Microsoft. • Industry Relevant Trusted Seller – Proactively develops a strong understanding of the customer’s business, industry priorities to drive new business opportunities/ drive growth/net new business. • Advocates on behalf of the customer internally, ensuring requests and needs of assigned accounts are being addressed. • Deliver Sales Excellence – Leads and orchestrates extended virtual teams across our solution areas to consistently achieve growth in revenue & market share. • Industry Knowledge – Builds and maintains a strong knowledge of customers’ industry, associated business strategy, and key industry partners and solutions. Gains deeper insights and knowledge through direct engagement in their customers’ business and operations.